Mohammed Ather
Hyderabad
Summary
A detail-oriented professional with over three years of experience in client-facing roles, strong communication abilities, and proven cross-functional collaboration expertise. Skilled at working under pressure, while maintaining high accuracy and service standards. Currently seeking an opportunity to leverage and enhance my skill set while contributing to the growth and success of a reputable organization.
Overview
3
3
years of professional experience
Work History
SDS Associate (Contract)
Amazon Development Centre
Hyderabad
04.2024 - 2025
- Coordinated preparation, scheduling, and dispatch of orders for timely deliveries with Off-Road and On-Road Support departments.
- Verified order accuracy through product picks, packing, and shipment reviews, reducing errors and delays.
- Managed escalation tasks from support departments to resolve delivery issues, implementing corrective actions promptly.
- Raised concerns and escalated tickets for complex delivery issues, ensuring efficient resolutions and customer satisfaction.
- Handled feedback queries regarding drivers and delivery experiences to enhance service quality.
- Collaborated with fulfillment centers, delivery drivers, and customer service to organize order fulfillment processes.
- Suggested process improvements to optimize shipping and delivery operations, contributing to overall efficiency.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
ML Data Associate
Amazon Development Centre
Hyderabad
06.2023 - 12.2023
- Resolved a wide range of retail and digital subscription inquiries, reducing escalations.
- Smooth customer support workflows through process optimization, improving first-call resolution rates.
- Onboarded and trained new team members, improved onboarding efficiency, and aligned with service goals. Conducted thorough follow-ups with clients to assess satisfaction and implement process improvements.
- Tracked customer interactions using CRM systems to ensure timely query resolutions and the best service quality.
- Achieved Service Excellence Award for outstanding client expectations in retail and digital subscriptions.
- Recognized as Employee of the Month for effectively managing complex issues while emphasizing customer satisfaction.
- Received Customer Obsession Award for exceptional dedication to meeting client needs across various inquiries.
Support Associate
Amazon Development Centre
Hyderabad
09.2020 - 06.2023
- Assisted sellers with account setup and management concerns, and also assisted sellers with product listings, order processing, payments, returns, refunds, and other related issues.
- Resolved seller issues regarding product listings, policy compliance, and provided training resources to enhance seller performance and understanding.
- Efficiently managed high-priority escalations, reducing resolution times, and ensuring client retention during critical peak periods.
- Utilized Amazon's internal tools for tracking seller support cases efficiently. Collaborated with cross-functional teams to improve seller support processes.
- Analyzed seller feedback to identify trends, recommend solutions, and ensured 100% compliance with data protection regulations, safeguarding sensitive seller information, and upholding Amazon's reputation for confidentiality.
- Received requests for emergency service and repair from sellers for appropriate action. And maintained knowledge of sales and promotions, return policies, and security practices.
- Appointed as a Retail Subject Matter Expert (SME) and Trainer on Demand, I designed and delivered training programs for over 100 new hires across nine global marketplaces (IN, NA, UK, AE, IT, JP, DE, FR, ES), enhancing team efficiency.
- Directed training initiatives for a pilot batch in the FR marketplace, improving team accuracy, and significantly reducing onboarding errors.
Education
Bachelors in - Computer Applications
Pioneer Degree College (Osmania University)
Hyderabad01-2019
Intermediate Certificate - Mathematics, Physics, Chemistry
MS Junior College
Hyderabad01-2016
Skills
- Cross team collaboration
- Good communication
- CRM utilization
- Microsoft Office
- Google Workspace
- Time management
- Attention to detail
- Delivered results under pressure
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Urdu
Proficient (C2)
C2
Timeline
SDS Associate (Contract)
Amazon Development Centre
04.2024 - 2025
ML Data Associate
Amazon Development Centre
06.2023 - 12.2023
Support Associate
Amazon Development Centre
09.2020 - 06.2023
Bachelors in - Computer Applications
Pioneer Degree College (Osmania University)
Intermediate Certificate - Mathematics, Physics, Chemistry
MS Junior College