MUHAMMED ATHEEQ FARHAN
No. 1/218, Ovvaiyaar Street, MGR Nagar, Naduveerapattu, Chennai, Tamil Nadu,MH
Summary
Dynamic and results-oriented Customer Support Specialist with 6+ years of experience in Amazon Selling Partner Support, specializing in team leadership, process improvement, and customer satisfaction. Accomplished in training, mentoring, and managing high-performing teams while excelling in conflict resolution and issue management. Recognized with multiple awards for leadership and performance excellence. Adept at leveraging critical thinking and strategic problem-solving to optimize operational efficiency and deliver exceptional service experiences.
Overview
6
6
years of professional experience
Work History
Senior Seller Support Associate
Amazon Development Center India Pvt. Ltd.
01.2022 - Current
- Provide expert-level support to Amazon sellers, handling 40+ daily inquiries regarding policies, listings, and database issues.
- Liaise between sellers and corporate teams, advocating process improvements to enhance platform usability.
- Resolve complex escalations with professionalism, improving seller satisfaction scores by maintaining a high-quality support standard.
- Deliver accurate policy updates to sellers, ensuring compliance and minimizing errors.
- Apply time-management strategies to handle competing priorities and ensure timely resolutions.
- Continuously exceeded performance expectations while maintaining excellent quality scores consistently throughout tenure.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Handled escalated cases with diplomacy, resulting in favorable outcomes for both sellers and the company.
Senior Associate - Amazon Seller Support
Sutherland Global Services Pvt. Ltd.
06.2018 - 01.2022
- Delivered exemplary support to individual and business sellers, ensuring prompt resolution of platform-related issues.
- Led training initiatives as a Mentor and Subject Matter Expert, improving team knowledge and operational efficiency.
- Designed and conducted upskill training programs for over 20 teams, contributing to enhanced resolution quality.
- Supervised a team of 50 associates as Acting Supervisor, driving team performance and maintaining high productivity metrics.
- Ensured compliance with quality and productivity benchmarks, consistently achieving first-contact resolution goals.
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
- Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
Education
Bachelor of Technology - Information Technology
RRASE College of Engineering
Padappai, Chennai, Tamil Nadu, IndiaHigher Secondary Certificate (HSC) - Biology, Physics, Chemistry, Mathematics
Government Higher Secondary School
Somangalam, Chennai, Tamil Nadu, IndiaSecondary School Leaving Certificate (SSLC) - General Studies
Lavender Matriculation Higher Secondary School
West Tambaram, Chennai, Tamil Nadu, IndiaSkills
- Customer Support & Relationship Management
- Team Leadership & Mentoring
- Process Improvement & Quality Assurance
- Training & Cross-Skill Development
- Conflict Resolution & Escalation Management
- Critical Thinking & Decision Making
- Multitasking & Time Management
- Effective Communication & Collaboration
- Problem Solving & Performance Optimization
- Project Management & Team Development
Accomplishments
- Best Performer of the Year (2020): Recognized for outstanding support in the Selling Partner Support Process.
- Best Mentor (September 2021): Celebrated for impactful training and mentorship within the team.
- Best Team Lead (November 2021): Honored for exceptional leadership and team development contributions.
- GEM (Going Extra Mile) Award (2024): Awarded for consistently going above and beyond to assist customers and resolve their queries effectively.
Timeline
Senior Seller Support Associate
Amazon Development Center India Pvt. Ltd.
01.2022 - Current
Senior Associate - Amazon Seller Support
Sutherland Global Services Pvt. Ltd.
06.2018 - 01.2022
Bachelor of Technology - Information Technology
RRASE College of Engineering
Higher Secondary Certificate (HSC) - Biology, Physics, Chemistry, Mathematics
Government Higher Secondary School
Secondary School Leaving Certificate (SSLC) - General Studies
Lavender Matriculation Higher Secondary School
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteImportant To Me
Work-life balanceCareer advancementCompany CultureFlexible work hoursWork from home optionPaid time offPaid sick leaveStock Options / Equity / Profit SharingHealthcare benefitsPersonal development programsTeam Building / Company Retreats4-day work week401k matchLanguages
English
Advanced (C1)
Tamil
Bilingual or Proficient (C2)
Urdu
Beginner (A1)
Hindi
Beginner (A1)
Arabic
Beginner (A1)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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