Mohammed Imran
SELLING PARTNER SUPPORT, MENTOR
Al Nahda 2, Dubai, UAE
Summary
Customer Support Lead with 7+ years at Amazon, leading high-volume global support teams across NA, UAE, and KSA markets. Skilled in training, mentoring, and managing 750+ associates while driving SLA delivery, CSAT improvement, escalation handling, and process optimization. Proven ability to build high-performing teams, streamline support operations, and deliver measurable results in fast-paced, customer-centric environments.
Overview
7
7
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Senior Seller & Brand Support Specialist | SPS Mentor & Certified Trainer
Amazon
07.2018 - Current
- Led daily operations for seller and brand support across NA, UAE, and KSA markets.
- Managed, coached, and mentored 750+ associates, improving SLA, CSAT, and overall team performance.
- Designed and delivered onboarding programs, training modules, and nesting strategies, reducing ramp-up time.
- Conducted RCA and SOP updates, boosting CSAT and complaint resolution by 15%.
- Oversaw shift rosters, attendance, and workload allocation to ensure coverage across multiple time zones.
- Partnered with leadership on resource optimization and team-related expenses to improve efficiency.
- Handled escalations and quality audits, providing real-time coaching and conflict resolution.
- Led process improvement projects and deep dives, reducing SLA misses and improving resolution times.
- Collaborated with Product, Ops, and Engineering teams to streamline workflows and reduce contact rates.
- Acted as a liaison with senior leadership, delivering KPI dashboards, reports, and performance insights.
- Recognized with multiple awards including Demi-God (Training Excellence), Yes Man Award, and Highest Absolute Resolve Rate (R&R).
- Spearheaded training programs for new sellers, enhancing onboarding processes and ensuring compliance with operational standards.
- Developed and implemented strategic support initiatives, resulting in improved seller satisfaction and streamlined brand interactions.
- Analyzed seller performance data to identify trends, providing actionable insights that drove targeted support strategies.
- Collaborated cross-functionally with teams to optimize systems, leading to increased efficiency in brand support operations.
- Mentored junior team members, fostering a culture of continuous improvement and knowledge sharing within the department.
- Facilitated workshops on best practices for seller engagement, contributing to enhanced brand visibility and market reach.
- Managed escalated seller inquiries, ensuring timely resolutions that upheld service quality and strengthened brand relationships.
- Streamlined communication processes between sellers and support teams, enhancing response times and overall service delivery.
- Developed customized solutions for clients'' unique needs, resulting in improved satisfaction and loyalty.
- Responded to customers' complaints regarding service and product quality to solve issues.
Education
MBA - Marketing
PRESIDENCY COLLEGE
Bengaluru, India 04.2001 -
Skills
Team Leadership & Coaching
Training & Onboarding (750 associates)
Quality assurance oversight
Escalation Handling & Conflict Resolution
Process Improvement & Reporting
Salesforce Service Cloud
Amazon Retail & Brand Tools (BRD, RBS, IIDP, AATM, BST)
Advanced MS Excel & Google Sheets
Quality audits
Data-driven insights
Seller satisfaction enhancement
Brand engagement strategy
Seller support management
Training program development
Performance analysis
Process improvement
Escalation handling
SLA optimization
Cross-functional collaboration
Complaint resolution
Resource allocation
Real-time coaching
Team mentoring
Onboarding facilitation
Workload management
Compliance adherence
Effective communication techniques
Certification
Certified Specialty Mentor (CSM)
Timeline
Senior Seller & Brand Support Specialist | SPS Mentor & Certified Trainer
Amazon
07.2018 - Current
MBA - Marketing
PRESIDENCY COLLEGE
04.2001 -