Mohamed Fazil Abbas
Chennai
Summary
Accomplished professional with expertise in risk management and customer resolution at Amazon. Enhanced service delivery by implementing strategic improvements, boosting customer satisfaction by 20%. Proficient in Freshdesk and Salesforce CRM and adept at fostering strong relationships. Recognized for problem-solving and attention to detail, driving process efficiency and quality assurance across diverse teams.
Overview
7
7
years of professional experience
Work History
CS Support Expert | Risk Management Captain
Amazon
Chennai
10.2022 - Current
- Develop and maintain the organization's risk management framework, policies, and procedures
- Conduct regular risk assessments to identify potential threats and vulnerabilities, and provide recommendations for risk mitigation strategies
- Collaborate with cross-functional teams to implement risk control measures, ensuring compliance with industry standards and regulatory requirements
- Monitor key risk indicators, analyze trends, and produce comprehensive reports for senior management and board of directors
- Coordinate crisis management initiatives, including emergency response planning, business continuity, and disaster recovery efforts
- Conduct risk awareness training sessions for employees and stakeholders, promoting a risk-conscious culture across the organization
- Evaluate and improve existing risk management processes, leveraging technology and automation to enhance efficiency and accuracy
- Resolved complex customer complaints by investigating problems, developing solutions, and making recommendations for further action.
- Led team meetings to discuss performance metrics, share feedback, and set goals for enhancing customer service quality.
- Enhanced customer loyalty by creating and implementing reward programmes and satisfaction surveys.
- Developed and maintained comprehensive knowledge of company policies and procedures to provide authoritative advice to customers.
- Implemented conflict resolution techniques to handle difficult customer interactions, minimising escalations.
- Directed customers to appropriate resources or departments for specific inquiries, ensuring a seamless service experience.
- Analysed customer feedback and identified trends to recommend improvements in products and services.
- Conducted training sessions for new staff on customer service protocols and resolution strategies to enhance team performance.
- Prepared detailed reports on customer service activities and outcomes for management review.
- Collaborated with cross-functional teams to address customer needs, streamline processes, and improve service delivery.
- Diagnosed and resolved customer inquiries through various communication channels.
- Documented support processes and updated knowledge base for team reference.
- Trained new staff on customer service protocols and technical procedures.
- Managed ticketing system to prioritize and track customer support requests efficiently.
- Investigated problems reported by customers to identify root causes and solutions.
- Responded promptly to customer inquiries regarding product features or usage instructions.
- Resolved customer inquiries via Freshdesk/Salesforce.
Technical Editor
STRAIVE
Chennai
01.2020 - 10.2022
- Organize material and complete writing assignment according to set standards regarding order, clarity, conciseness, style, and terminology
- Maintain records and files of work and revisions
- Confer with customer representatives, vendors, plant executives, or publisher to establish technical specifications and to determine subject material to be developed for publication
- Arrange for typing, duplication, and distribution of material
- Review published materials and recommend revisions or changes in scope, format, content, and methods of reproduction and binding
- Observe production, developmental, and experimental activities to determine operating procedure and detail
- Analyze developments in specific field to determine need for revisions in previously published materials and development of new material
Purchase Executive
Innovative Industrial Automation
Chennai
10.2018 - 01.2019
- Preparing purchase orders by verifying the specification
- Negotiate with suppliers on lead time, cost and quality so as to obtain the maximum benefits for the company, monitor the movement of raw material
- Develop purchasing or sourcing strategies based on portfolio analyses and supplier preferencing study
- Obtaining recommendations from suppliers for the substitute items
- Review and manage the supplier base to ensure consistency with the sourcing strategy
- Coordinate with vendor on continuous quality improvements
Education
Bachelor of Engineering - Mechanical Engineering
Sethu Institute of Technology
Virudhunagar, India03.2017
Skills
- Risk management
- Customer resolution
- Process improvement
- Customer relationship management
- Quality assurance
- Technical documentation
- Conflict resolution
- Problem solving
- Attention to detail
- CRM software
- Report generation
- Customer service excellence
- Customer data confidentiality
- Adaptability
- Customer account management
- Salesforce CRM
- Remote office availability
- Trained in Salesforce
- Trained in Freshdesk
- MS office
CRM Tools
- Salesforce
- Freshdesk
- MySQL (Execute queries)
Timeline
CS Support Expert | Risk Management Captain
Amazon
10.2022 - Current
Technical Editor
STRAIVE
01.2020 - 10.2022
Purchase Executive
Innovative Industrial Automation
10.2018 - 01.2019
Bachelor of Engineering - Mechanical Engineering
Sethu Institute of Technology