M.A RAZI

• Manage daily work allocation and status tracking.
• Implemented an automated work allocation system.
• Maintain detailed task records and standardized reports to meet Quality, Productivity, and SLA targets.
• Review product information according to SOPs and regulatory requirements.
• Classify products using Amazon tools to ensure compliance.
• Conducted compliance and regulatory investigations.
• Analyze multi-source data to identify operational risks and patterns.
• Provide SOP feedback for operational process refinement.
  Streamlined investigation workflows.
• Create investigation outcome reports with actionable recommendations.
• Led knowledge-sharing sessions.
• Trained and mentored junior staff on investigation techniques and best practices.
• Collaborated with cross-functional teams on investigation findings.

Account Health Support:

• Provide timely support to UK and IN sellers.
• Escalate seller issues through appropriate channels.
• Partner with cross-functional teams to resolve seller inquiries.
• Deliver clear, professional, written, and verbal communication.
• Maintain positive company representation when handling sensitive issues.
• Build collaborative relationships across departments.
• Analyze data to identify trends and improvement opportunities.
• Execute solutions using logical reasoning.
• Work independently while following established procedures.
• Support team members with complex cases.
• Foster a positive team environment.
• Share best practices and knowledge.

Italy and German Resolution Specialist:

• Support Italy- and Germany-based agents with critical issue resolution.
• Provide process guidance and relevant Knowledge Center documentation.
• Share policy updates and standard communication templates.

Customer Support:

• Resolve Prime Now customer inquiries from Singapore via phone and email.
• Handle account-related queries for Australian customers.
• Support product launches and pilot programs.
• Extract and analyze customer data using support tools.
• Escalate critical issues to leadership within the SLA.
• Identify and update outdated process documentation.
• Propose process improvements based on customer feedback.
• Contribute to team performance metrics.
• Participate in training sessions for product updates.

• Work with U.S.-based clients (Business Tax Service) to provide tax compliance services, including income and several other tax return preparations, and computations for corporations, partnerships, and real estate clients.
• Specifically, providing individual tax and business tax return compliance process services, including projections, tax accounting, and related income tax compliance research for the U.S. Federal, state, and international tax matters, and identification and preparation of advisory services related to income tax matters.
• Analyze the financial data provided by the clients to prepare the tax returns.
• Attend meetings as required.
• Use various tools like MS Excel, Adobe Acrobat, etc. To solve problems and prepare reports.
• Work in a team environment to deliver client projects on time.
• Support other team members to develop and understand their roles.
• Communicate among team members about the progress of the projects.
• Attend training sessions necessary for technical and personal development.

• My major work dealt with retail and sales tax. In retail, we provided support to customers buying products on Amazon. We were the first point of contact for resolving issues from the time the customer orders at Amazon until the order gets delivered to their doorstep.
• Provide support through email and chat services.
• Also, work on enhancing the customer experience by removing defective products from the webpage, as well as resolving the concerns effectively.
• Utilize a wide variety of software tools to access customer accounts, research, and review policies.
• Resolve email contacts regarding Retail (US), Sales Tax, and Retail (UK) through Outlook within established quality and service-level goals.
• Escalating any issues customers face and maintaining a good relationship with the customers.
• Objectively handle highly sensitive situations with integrity and discretion.
• Serve as an escalation path and mentor for my team members within the quad.
• Work cross-functionally between U.S. and U.K. teams to identify root causes and solutions to problems.
• Contribute to contact quality improvement processes through coaching and contact review sessions.
• Draft and modify blurbs and help pages in anticipation of feature launches, and to improve communications.