Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Details
Timeline
Generic

Mohammed Moinuddin

Hyderabad

Summary

Dedicated and Result driven Operations Manager with over 10+ years of experience delivering successful improvements for business operations and team development. Showcased expertise in customer relationship & stake holder management, process compliance, project management & performance analysis, with a strong understanding of contact center processes & regulatory guidelines. Committed towards sustaining operational accuracy, strengthening processes and delivering consistent bar raising results

Overview

13
13
years of professional experience

Work History

Operations Manager II, Customer Service

Amazon
Lucknow
07.2013 - Current
  • Effectively managed virtual teams of over 400+ employees, 18 Team Managers led by 3 Group Managers
  • Led the Amazon Connect Migration, a contact routing platform for Amazon Stores Customer Service (ASCS) India
  • Backed the first ever Female Customer centric initiative by Amazon "Project Sakhi" to provide a hassle-free and inclusive experience to our Female Customers
  • Developed a coaching and audit mechanism to improve the over-all customer experience across the stores.
  • Responsible for leading 7X New Hire (NH)Ramp and driving performance as a Single threaded Leader (STL)
  • Led the ASCS India Network as the Captain for Great Indian Festival (GIF'24)

Group Manager, Customer Service

Amazon
Lucknow | Remote
08.2022 - 07.2023
  • Managed Virtual teams of 150+ employees and 10 Team Managers
  • Led the Employee Wellbeing and DEI pillars for India store
  • Successfully mentored 6 leaders (5- Team Managers and 1- Re-kindle Group Manager who were able to get an elevated/enhanced role as a Holiday/Permanent Group Manager
  • Collaborated with Program and Tech teams in improving the process and enhancing customer experience
  • Led the Efficiency pillar to drive productivity and financial metrics across the site

Team Manager

Amazon
Jaipur
10.2018 - 07.2022
  • Supported multiple Primary and Specialty skills across multiple channels
  • Effectively managed and developed a top performing team of more than 20+ customer support associates.
  • Participated in ‘kaizen’ and worked on multiple site level initiative
  • Led the Buddy up Project for supporting the New Hire performance

Senior Customer Service Representative

Amazon
Hyderabad
09.2014 - 09.2018
  • Maintained customer satisfaction with forward thinking strategies, focused on Social Media Escalations and Executive Customer Relations
  • Supported as SME for the New Hire batches

Customer Service Associate

Amazon
Hyderabad
06.2014 - 08.2014
  • Handled customer issues through live and non-live mediums while maintaining high customer satisfaction
  • Supported different verticals and cross skilled in different org stores
  • Utilized internal software and tools adeptly to meet customer needs efficiently, ensuring prompt resolution of issues and enhancing overall customer experience.

Retail Executive

Xylem Resource Management Pvt LTD (Blackberry India)
Hyderabad
04.2011 - 06.2013
  • Supported as In-store Demonstrator for Blackberry Phones
  • Oversaw the day-to-day operations, including meeting with team leaders and auditing activity
  • Developed and implemented marketing strategies to increase sales in all retail stores
  • Created promotional campaigns to boost brand awareness, store traffic, and sales

Education

Bachelor of Commerce (Computers) -

St Mary's College -Osmania University
Hyderabad
04-2014

Skills

  • Customer Service & Retention
  • Customer relations specialist
  • Operations Monitoring
  • Adaptability
  • Data Analysis
  • Critical Thinking
  • Business Planning
  • Process Improvement
  • Performance Tracking & Management
  • Schedule Management
  • Cost Reduction & Waste Elimination
  • Product & Program Management
  • Stakeholder Relations
  • Project Leadership
  • Organizational Management
  • Employee Wellbeing & Inclusion
  • MS Office
  • Operational Efficiency
  • Strategic Planning
  • Business development understanding
  • Interpersonal Communication
  • Process improvement strategies
  • Team Building/Leadership
  • Problem-Solving
  • Planning and Implementation
  • Productivity improvement specialist

Accomplishments

  • Inaugural One CS Award “The Delighters” for Q2 2023
  • Employee of the Year 2021
  • Leader of the Leader Award -4 times (2020-2022)
  • Leader of the Year Award - 2019
  • Outstanding Leader Award - Q3 2019

Personal Details

  • Date of Birth: 9th June 1993
  • Languages Known: English, Hindi & Urdu
  • Address: Hyderabad
  • Alternate Phone#: 9966441944

Timeline

Group Manager, Customer Service

Amazon
08.2022 - 07.2023

Team Manager

Amazon
10.2018 - 07.2022

Senior Customer Service Representative

Amazon
09.2014 - 09.2018

Customer Service Associate

Amazon
06.2014 - 08.2014

Operations Manager II, Customer Service

Amazon
07.2013 - Current

Retail Executive

Xylem Resource Management Pvt LTD (Blackberry India)
04.2011 - 06.2013

Bachelor of Commerce (Computers) -

St Mary's College -Osmania University

Similar Profiles

CREATE PROFILE
Mohammed Moinuddin