FARZANA PARVEEN
Team manager/ Team lead
Hyderabad,Telengana
Summary
Experienced and reliable Team Manager with successful history leading and motivating staff members to exceed goals. Offers excellent communication and organizational skills. Adept at resolving conflicts and addressing emerging issues.
Overview
21
21
years of professional experience
3
3
Languages
Work History
Team Manager – (NA Sales Tax – Student Chat and Woot)
Amazon Development Center, India Pvt. Ltd.
Hyderabad
04.2022 - 02.2025
- Led a team of 28 associates with blended profiles, including Sales Tax, Student Chat, and Woot (Large items), ensuring seamless operations and adherence to Amazon’s policies and brand language.
- Conducted regular audits of associate interactions, provided detailed feedback, and implemented performance improvement plans to maintain service quality.
- Managed attendance tracking, overtime slot allocations, and ensured workforce availability aligned with queue demands.
- Monitored team login and logout adherence, ensuring operational efficiency and compliance with shift schedules.
- Provided guidance and support to associates facing performance challenges, fostering a collaborative and productive work environment.
- Ensured associates delivered exceptional customer support while aligning with Amazon’s customer service standards and policies.
- GROWTH PATH:
- Aug’2011 to Apr’2022: Senior Customer Associate (NA Sales Tax – Escalation Process)
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Sr. Process Associate
CFC International / Bank of America Continuum
05.2007 - 05.2009
- Managed Foreclosure & Bankruptcy Research Management (FBRM) processes in the banking sector, ensuring accurate data retrieval and compliance with company policies.
- Conducted thorough searches using Social Security Numbers (SSN) and analyzed customer credit reports to obtain precise information for case processing.
- Provided training and mentorship to new joiners as a Senior Process Associate, ensuring their seamless integration into the team and enhancement of their skills.
- Led interactive training sessions, addressing queries and clarifying process-related doubts to ensure a comprehensive understanding of workflows.
- Monitored the performance of new associates, offering guidance and constructive feedback to improve efficiency and accuracy.
Administrator
Sritech Solution Pvt. Ltd.
Hyderabad
01.2006 - 04.2007
Front Office Executive-Cum-Assistant Accountant
Global Institutes of Management & Technologies
04.2004 - 09.2005
Education
Bachelor of Commerce -
Sri Sarada Women’s Degree College, Osmania University
Hyderabad, India03.2005
Skills
Customer Relationship Management (CRM)
Athletic training and coaching
Influencing skills
Problem solving skills
Stakeholder management
Performance coaching
Operational excellence
Employee scheduling
Workforce planning
Performance appraisal
Motivational
Awards
Honored with the prestigious "Best SME Award" for exceptional leadership in managing and guiding a team of 10 new hires, ensuring their seamless integration and high performance., Achieved the coveted RnR Award for consistently maintaining top-tier performance metrics throughout Q1-2019 and Q4-2019, setting a benchmark for excellence., Received the Quarterly Best Team Manager Award twice for exemplary leadership, team coordination & driving consistent performance excellence., Recognized as the "Best Mentor" for demonstrating outstanding mentorship and leadership, effectively coaching associates on the floor in the absence of Team Managers, ensuring operational continuity and excellence.
PROFILE SUMMARY
- Possess over 21 years of overall expertise, specializing in Customer Relations, with a commitment to enhancing client experiences and optimizing operational efficiency.
- Lead a high-performing team of 28 professionals at Amazon Development Center, India Pvt. Ltd., driving performance, fostering collaboration, and ensuring service excellence.
- Effectively manage escalations, conduct comprehensive audits, and enforce strict compliance with company policies to maintain operational integrity.
- Expert in handling escalations, dispute resolution, and regulatory compliance, ensuring seamless banking operations and adherence to industry standards.
- Excel in monitoring attendance metrics, optimizing workforce efficiency, and driving team performance through structured management practices.
- Recognized for driving service excellence, mentoring high-performing teams, and consistently achieving key performance metrics in customer engagement and satisfaction.
CORE COMPETENCIES
- Customer Retention & Engagement
- Risk Assessment & Mitigation
- Dispute Resolution & Escalation Handling
- Regulatory Compliance
- Process Optimization
- Fraud Detection & Claims Management
PERSONAL DETAILS
- Address: Hyderabad - 500018
- Date of Birth: 29 March 1982
Timeline
Team Manager – (NA Sales Tax – Student Chat and Woot)
Amazon Development Center, India Pvt. Ltd.
04.2022 - 02.2025
Sr. Process Associate
CFC International / Bank of America Continuum
05.2007 - 05.2009
Administrator
Sritech Solution Pvt. Ltd.
01.2006 - 04.2007
Front Office Executive-Cum-Assistant Accountant
Global Institutes of Management & Technologies
04.2004 - 09.2005
Bachelor of Commerce -
Sri Sarada Women’s Degree College, Osmania University