HUDA HUSSAIN
SPS T4 SME - Amazon.com, Inc.
Summary
Having 3 years of experience in the e-commerce industry as Selling Partner Support - acting as a primary interface between Amazon and 3rd party sellers, providing timely and accurate operational support over email governed by internal service level agreements. I audit and prioritize trouble tickets created by Selling Partner Support as an SME on Amazon's SPS T4 (Trouble Ticket Triage Team) in order to reduce the number of incorrect and unnecessary tickets sent to software development teams. In addition, I am an advisor and SME to SPS T4 Associates and work on process improvement. I have also trained and mentored multiple new hire batches onboarding to T4. Proficient in MS Office Suite, Java and MySQL with working knowledge of Windows OS. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
3
3
years of professional experience
Work History
SPS T4 (SME)
Amazon Retail India Private Limited
Hyderabad
12.2021 - Current
- Responded to tickets submitted by Amazon Associates quickly and effectively, including the proper escalation of Sellers' issues
- Trained and mentored new hires and provided andon support to T4 associates worldwide
- Conducted audits on contacts handled by associates to maintain quality assurance
- Built a supportive team environment by actively supporting my teammates while they are dealing with challenging situations
- Maintained acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
- Actively looked for solutions using logical thinking and data interpretation abilities, and detected trends to direct them to the right channels, including suggestions for improvement
- Exhibited proficient, effective, and clear written and verbal communication
- Maintained a pleasant attitude and professionalism at all times, representing the firm favorably and handling delicate situations with care.
Selling Partner Support
Amazon Retail India Private Limited
Hyderabad
01.2021 - 12.2021
- Provided prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers' issues
- Maintained a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
- Contacted other departments such as Customer Service, Merchant Investigations, or the Payments team as needed to resolve merchant issues and concerns
- Demonstrated excellent time management skills and the ability to work independently while utilizing departmental resources, policies, and procedures
- Responsible for providing timely and accurate operational assistance to Merchants selling on the Amazon platform.
Education
Master of Arts in Psychology - HR and Organizational Behavior -
Osmania University
08.2019 - 2021.11
Master of Arts in English Literature -
University College For Women
07.2017 - 2019.06
Bachelor of Arts in English and Psychology -
University College For Women
07.2014 - 2017.05
Skills
Java and MySQLundefined
Timeline
SPS T4 (SME)
Amazon Retail India Private Limited
12.2021 - Current
Selling Partner Support
Amazon Retail India Private Limited
01.2021 - 12.2021
Master of Arts in Psychology - HR and Organizational Behavior -
Osmania University
08.2019 - 2021.11
Master of Arts in English Literature -
University College For Women
07.2017 - 2019.06
Bachelor of Arts in English and Psychology -
University College For Women
07.2014 - 2017.05
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