Summary
Overview
Work History
Education
Skills
Timeline
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Mathew Oommen

Hyderabad

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

4
4
years of professional experience

Work History

Senior Escalations Specialist

Amazon
09.2022 - Current
  • Conducted root cause analysis on escalated cases, identified trends, and implemented process improvements to enhance customer satisfaction
  • Created a repository containing all the information of internal support teams and external stakeholders, for quicker identification, with short summaries provided to identify which stakeholder to reach out for any issue and their respective POC
  • Collaborated with cross-functional teams to identify root causes of escalations and implement proactive solutions to prevent future issues
  • Led training sessions for junior team members on best practices for handling escalated customer inquiries, improving team performance by 30%
  • Utilized data analysis tools to track escalation trends and provide actionable insights to senior management for continuous process improvement.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Led quality assurance efforts, maintaining high standards for all products and services.
  • Improved team collaboration by initiating regular strategy meetings.
  • Developed training materials to enhance staff proficiency and productivity.


Risk Specialist

Amazon
06.2020 - 09.2022
  • Identified patterns of risky transactions that are completed on Amazon platform, recommending a solution for the root cause of the problem and then partnering with stakeholders to implement the solutions
  • Wrote efficient SQL/MDS/Redshift/ETL queries for data extraction; Convert data to make it analysis ready through basic descriptive(s), aggregations, and pivots
  • Identified 24 new Modus Operandi and saved 208K USD for the company in FY 21-22, using deep dive skills and data mining
  • As Quality Auditor, reduced the defect rate by 60 percent in the process, by regularly connecting with team and giving real-time constructive feedback and sharing best practices with them
  • Created Dashboards using Power BI for presentation purposes
  • Compiled data using data visualization and Excel, working with 2 senior business analysts to infer meaningful insights that improved organizational processes for several processes, which saved a total of 50-man hours per month
  • Trained and mentored 11 new hires on the process SOP, MS Excel and SQL for data mining and analysis.

Education

M.TECH - Communication Systems (ECE)

Hindustan University
Chennai, India
05.2014

B.TECH - Electronics and Communication Engineering

JNTU
Hyderabad, India
06.2012

Skills

  • Data extraction tools like ETL , SQL
  • Data visualization tools like Power BI and Tableau
  • Python
  • Analytical thinking
  • Problem solving
  • Multi-tasking
  • Maintaining detailed Documentation
  • Strong understanding of data structures, databases, and data models
  • Strong communication skills
  • Self-directed, adaptable, empathetic, flexible, and forward-thinking
  • Strong organizational, interpersonal, and relationship-building skills conducive to collaboration

Timeline

Senior Escalations Specialist

Amazon
09.2022 - Current

Risk Specialist

Amazon
06.2020 - 09.2022

M.TECH - Communication Systems (ECE)

Hindustan University

B.TECH - Electronics and Communication Engineering

JNTU

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Mathew Oommen