Mohammed Ali Khan
Hyderabad
Summary
A highly skilled and competent professional with overall 8+ years of experience coupled with more than 3 years in Human Resources. Rich experience in Leave of absence (State and Federal U.S.A) related issues/queries. Strong problem-solving skills, sufficient to identify, analyze and resolve complex employee leave of absence issues/problems. Expertise in Building long-lasting relationships with employees/stake-holders through trust, integrity, and service. Able to work in multi geographical locations and multi-cultural team environments.
Overview
9
9
years of professional experience
Work History
DLS Case Specialist
Amazon
11.2020 - Current
- Handle different leave types i.e Parental, Maternity, Unpaid/personal leaves and disability life events
- Identify and solve problems that may arise, sometimes with limited information and troubleshoot issues to remove barriers before, during, or after a leave event
- Responsible for day to day management of leave requests raised by employees
- Sharing the reports with the stakeholders as per the SLA and any process updates with the team.
Quality Assurance Analyst
Amazon
02.2018 - 11.2020
- Audit CSA handled contact for quality/compliance check
- Deliver feedback and coach CSAs with action plan
- Publish and report PIP for the site
- Analyze any issues within the process and fix the cause.
NA Resolution Specialist
Amazon
11.2017 - 02.2018
- Assist tenured CSAs and NHTs with the right information/resolution
- Raise trouble tickets and coordinate with specific teams
- Handle customer escalations or sensitive issues
- SME support to the New hires/cross-skill.
IN Social Media Specialist
Amazon
06.2017 - 11.2017
- Acknowledge & address customer concerns on social-media platforms
- Handle critical scenarios and resolve the customer issue appropriately
- Delight the customers with creative approach.
International Phone/Chat Associate
Amazon
02.2015 - 06.2017
- Retail customer service for amazon.com & amazon.co.uk
- Supported prime skills in many regions
- Part of new skill testing batch/team.
Education
Bachelor of Commerce (Computers) -
St. Mary's College (Osmania University)
Skills
- Coaching and feedback delivery - on-site & virtual
- People management
- Microsoft office and process tools
- Data analysis & reporting
- Employee/Stakeholder management - onsite & virtual
Accomplishments
- Has been a part of pilot batch of many teams
- Customer delight ambassador 2016 & 2017
- Customer delight Evaluator RNR bronze
- Master quality guardian award
- Customer obsession award
Hobbies and Interests
- Travelling
- Sports
Timeline
DLS Case Specialist
Amazon
11.2020 - Current
Quality Assurance Analyst
Amazon
02.2018 - 11.2020
NA Resolution Specialist
Amazon
11.2017 - 02.2018
IN Social Media Specialist
Amazon
06.2017 - 11.2017
International Phone/Chat Associate
Amazon
02.2015 - 06.2017
Bachelor of Commerce (Computers) -
St. Mary's College (Osmania University)
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