Volunteering
Mohammed Aqeeb Javed
Hyderabad
Summary
Operations & Data Analytics Specialist with over 8 years in Operations Management, with a focus on extracting data, generating insightful reports, and driving process enhancements in the IT sector. Currently working as CS BBB Operations Specialist at Amazon, Hyderabad, prioritizing the management of escalations, conducting thorough data analyses, and refining customer support processes to guarantee exceptional service delivery. Played a key role in boosting SLA compliance from 92% to 98% by deploying real-time management tools and eliminating process inefficiencies. Contributed to a project that saved Amazon nearly $20 million by identifying and resolving a critical system glitch, displaying strong problem-solving skills. Skilled in using RTM, auditing tools, spreadsheet-based data analysis, reporting, and ticketing systems. Exposure in Data Cleaning, Dashboards, RCA & Cross-functional Coordination. Developed a comprehensive skill set encompassing Data Validation, Stakeholder Engagement, and Performance Metrics Analysis, contributing to a well-rounded operational expertise. Expertise in Ticket Management Systems and various reporting tools, enabling thorough data analysis and comprehensive operational oversight. Recognized for exceptional analytical skills, leading to the identification of key operational bottlenecks and the development of innovative solutions that have streamlined work-flows and improved overall efficiency.
Creative Operations Specialist skillful in executing effective operating rhythms and management systems structures. Expertise in analyzing, articulating and solving various problems. Analytical and organized professional comfortable working independently or as part of team.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
9
9
years of professional experience
4
4
Certifications
1
1
Language
Work History
CS BBB Operations Specialist
Amazon
10.2018 - Current
- Collaborating extensively with cross-functional teams to address escalations, establish performance benchmarks, and streamline operational agreements, ensuring alignment with organizational goals.
- Analyzing data trends and generating comprehensive reports to present to senior management, facilitating informed decision-making regarding operational improvements.
- Managing the ticketing process by prioritizing escalations based on severity and ensuring timely resolution to maintain high levels of customer satisfaction.
- Utilizing advanced reporting tools to conduct data validation, ensuring the accuracy and reliability of metrics used for performance evaluation.
- Leading initiatives to enhance service level agreements (SLAs) by identifying areas for improvement and implementing corrective actions to boost compliance rates.
- Developing and delivering training materials and video guides for remote teams, reducing repeat errors and enhancing overall team performance.
- Adapting to evolving business needs and operational challenges, representing flexibility in work schedules and responsibilities to meet organizational demands.
- Supporting global clients by managing high-volume ticket resolutions, consistently achieving SLA adherence rates.
- Highlights:
- Consistently recognized as a Top Performer for three consecutive years for outstanding contributions to operational excellence and customer satisfaction.
- Spearheaded a process automation initiative that reduced manual efforts, which resulted in significant time savings and increased operational efficiency.
- Major Projects Executed
- Title: Policy Standardization & Data Insight Alignment
- Tools: Excel/Spreadsheet, Amazon CS Central.
- Description: Led the creation and standardization of department Policies and SOPs by collaborating with operations and quality teams; designed a centralized document framework that improved audit readiness and reduced process ambiguity by 30%, and implemented an Excel-based tracking system for policy adoption metrics to enable data-driven leadership decisions.
- Title: Operational Workflow Improvement & Reporting Automation
- Tools: Excel/ Amazon Spreadsheet, Ticketing Tools
- Description: Analyzed operational workflows to identify manual inefficiencies, redesigned SOPs and automated reporting templates to cut weekly reporting time by 40%, and integrated ticketing data into dashboards to enhance SLA visibility and highlight process gaps.
- Title: Ticketing Process Streamlining
- Description: Reviewed the ticket lifecycle in Amazon’s corporate ticketing system, identified process gaps, and created a simplified SOP for ticket assignment, escalation, and closure, resulting in faster issue resolution and reduced backlog.
L2 Customer Service Representative
Sykes Business Solutions Pvt. Ltd.
05.2017 - 07.2018
- Enhanced website content to improve search engine rankings and visibility across social media platforms, drove increased user engagement and interaction.
- Executed targeted social media strategies aimed at improving key performance indicators, including likes and engagement metrics, to foster community interaction.
- Provided technical support to clients, resolved issues and ensured high levels of customer satisfaction through effective communication.
- Supported customer satisfaction improvement by implementing feedback mechanisms and resolving client concerns promptly.
- Designed and implemented Excel-based trackers and reports shared globally, enhanced visibility of key performance indicators and service level agreements.
- Conducted compliance checks through remote auditing processes, successfully reducing errors by 20.
- Highlights:
Education
B.Tech. - Electronics and Communication Engineering
Balaji Institute of Technology and Sciences
Warangal01-2014
High School Diploma -
VMR Polytechnic
Warangal 04.2001 -
Skills
Skilled in data analysis using Excel and SQL
Reporting and auditing solutions
Skilled in process automation tools
Standard operating procedure creation and compliance management
Ticketing management
Operations coordination
Planning and coordination
Critical thinking abilities
Strategic resource management
Proactive risk assessment
Effective task prioritization
Analytical problem-solving
Accomplishments
- Achieved Best Employee through effectively helping team members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved SLA by completing Reporting task with accuracy and efficiency.
Certification
Industry Certification in Software Testing from TalentSprint.
Interests
Sports - Cricket
Reading Technical charts
Researching on Funds
Understanding Market sentiments
Timeline
CS BBB Operations Specialist
Amazon
10.2018 - Current
L2 Customer Service Representative
Sykes Business Solutions Pvt. Ltd.
05.2017 - 07.2018
High School Diploma -
VMR Polytechnic
04.2001 -
B.Tech. - Electronics and Communication Engineering
Balaji Institute of Technology and Sciences
SOFT SKILLS
- Time Management
- Analytical Thinking
- Collaboration
- Adaptability
CORE COMPETENCIES
- Operations Management
- Data Analysis / Data Cleaning
- Documentation / Reporting & Analytics
- Process Continuous improvement
- Ticket & Escalation Management
- Compliance and Risk Mitigation
- SLA Governance
- Reporting & Process Automation
- Stakeholder Engagement
- Client Relationship Management