Mohammad Shahid Shaikh
Group Manager at Amazon
Pune,Maharashtra
Summary
A customer success-oriented professional with strong interpersonal and problem-solving skills, looking to leverage experience in managing high-volume customer interactions and developing processes to increase customer satisfaction at a growing organization. An achievement-oriented team player, seeking to contribute to customer service excellence and drive performance by providing effective training and mentorship.
Overview
7
7
years of professional experience
Work History
Group Manager
Amazon Development Center India
Pune, Maharashtra
05.2021 - Current
- Performed statistical analyses to gather data for operational and forecast team needs.
- Established strong stakeholder relationships for smooth project delivery.
- Collaborated with cross-functional teams to maintain project progress.
- Developed and implemented performance monitoring systems to track team progress.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
Team Manager
Amazon Development Center India
Jaipur, Rajasthan
10.2018 - 04.2021
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Led employee relations through effective communication, coaching, training, and development.
- Developed performance measurement strategies, identifying areas for improvement.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Collaborated with stakeholders to define project objectives and criteria.
- Performed gap analysis to identify areas of improvement.
Operations Analyst
Amazon Development Center India
Coimbatore, Tamilnadu
04.2017 - 08.2018
- Created custom reports and visualizations to support decision-making processes.
- Created and managed operational databases to store and track data and maintain accurate information.
- Analyzed trend data to forecast operational needs and plan next course of action.
- Assessed operational performance to identify areas for improvement.
Associate
Amazon Development Center India
Pune, Maharashtra
05.2016 - 03.2017
- Responded to customer calls and emails to answer questions about products and services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
Education
Bachelor of Commerce -
Vikram University
05.2010 - 06.2013
Skills
Project planning and development
Business process mapping
Data analysis
Operations management
Product development
Project Management
Competitive analysis
Accomplishments
- Launched the AWS Quicksight analytics dashboard, resulting in 30 min per day per employee savings
- Improved customer satisfaction ratings by 5% by root cause analysis and BQ management
- Collaborated with Compliance team to develop a product which streamlined and automated the manual process
- Supported leadership team in launch of remote/virtual team in India
- Managed part time pilot batch in India and supported various stakeholders
Timeline
Group Manager
Amazon Development Center India
05.2021 - Current
Team Manager
Amazon Development Center India
10.2018 - 04.2021
Operations Analyst
Amazon Development Center India
04.2017 - 08.2018
Associate
Amazon Development Center India
05.2016 - 03.2017
Bachelor of Commerce -
Vikram University
05.2010 - 06.2013