Arshad Khan
Hyderabad
Summary
Dynamic ROC Specialist at Amazon Development Center with a proven track record in enhancing customer experience and operational efficiency. Recognized for leadership and expertise in Microsoft Excel, I successfully resolved transportation disruptions and trained peers, achieving top metrics and accolades. Committed to continuous improvement and effective teamwork in fast-paced environments.
Overview
6
6
years of professional experience
Work History
ROC Specialist
Amazon Development Center
Hyderabad
10.2022 - Current
- Responsible for managing the Amazon Transportation (ATS) operations for the North America region, ensuring on-time delivery of products. Coordinating with Amazon sites and carriers, solving the challenges faced during the life cycle, and ensuring the smooth flow of operations.
- Provided real-time customer experience by working in a 24×7 operating environment. Assisted stakeholders (fulfillment centers, sort centers, delivery stations, aircraft sites, carriers) with resolving middle-mile delivery-related transportation disruptions over emails, chats, and calls.
- Maintained and reported up-to-date and accurate statistics, management reports, and analysis. I was also awarded for maintaining all the metrics.
- Achievements/Tasks: In March 2024, I was recognized as a role model for delivering the finest customer experience and the highest quality work across the entire ROC. I also secured two RNRs that month.
- Leveraging my experience, I trained and mentored my peers through comprehensive knowledge transfer.
Resolution Specialist in SDS
Amazon Development Center
Hyderabad
11.2021 - 10.2022
- Helping customer with queries related to property damage and driver related issues.
- Improving Amazon's customer experience and bottom-line profitability by reducing root-cause defects that lead to customer concession events.
- Helping Front-line agents as a lead and handling escalations
- Achievements/Tasks
Shipping and Delivery Support
Amazon Development Center
Hyderabad
04.2019 - 10.2022
- Helping the back-end team to strengthen their process and to provide feedback received from Customers.
- Reviewing and taking the necessary action for all the issues and delays Providing End to End support to customers on their queries related to the deliveries
- Worked as driver support associate Helping drivers with their ongoing background verification and assisting them with pay related queries and supporting them with onboard facilities by minimizing delay in package deliveries.
- Upgrading the process by reviewing it as per the queries Providing all the details related to shipment’s update to customers
- Achievements/Tasks
Education
Higher secondary -
Narayana Junior college
01.2015
Triveni Talent School
01.2013
Skills
- Microsoft Excel
- Self-motivated
- Leadership
- Team worker
- Time management
- Knowledge transfer
Hobbies and Interests
Traveling, Fitness training, Gaming, Badminton
Timeline
ROC Specialist
Amazon Development Center
10.2022 - Current
Resolution Specialist in SDS
Amazon Development Center
11.2021 - 10.2022
Shipping and Delivery Support
Amazon Development Center
04.2019 - 10.2022
Higher secondary -
Narayana Junior college
Triveni Talent School
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