Mohammed Azaruddin
Program Manager
Chennai,TN
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings and experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations.
Overview
10
10
years of professional experience
Work History
Manager - Catalog (Retail Business Support)
Amazon Ind Pvt Ltd
Chennai , Tamil Nadu
09.2022 - Current
- Work with various internal teams (e.g. supply chain, fulfillment center, technology teams) to help drive tools and process improvements that affect vendor/catalog management workflows
- Drive appropriate data oriented analysis, adoption of technology solutions and process improvement projects to achieve operational and business goals
- Manage stakeholder communication across multiple lines of business on operational milestones, process changes and escalations
- Ensure high quality standards for interviewing and hiring employees at all levels of organization
- Execute specific people programs on coaching and development and team engagement
- Formulate, Implement, track career path & Individual Development Plans of each member in the team
- Metrics Management through regular reviews and delivering specific metric goals against targets
- Troubleshoot and drive resolutions to ensure reliable and operationally effective flow of products; improve processes and reduce discrepancies
BRM Team Manager
Amazon Ind Pvt Ltd
Chennai , Tamil Nadu
03.2021 - 09.2022
- Lead and supervise a team of L3 reviewers and L4 specialists.
- Carry out supervisory responsibilities in accordance with the organization's policies and procedures.
- Accountability for setting and meeting team operational goals.
- Assign and direct work; appraise performance; reward and discipline employees; resolve problems; and address staffing needs;
- Standard Operating Procedures development and roll-out, especially related to new process creation,
- Leverage technology and process innovation to bring continuous improvement to the operation (scalability, efficiency, scope, etc.).
- Drive process improvements and new process creation as well as to keep pace with our growth while motivating others to meet the challenges of an extremely deadline-driven environment.
- Worked with customers to understand needs and provide excellent service
- Drove operational improvements which resulted in savings and improved profit margins
- Exceeded goals through effective task prioritization and great work ethic
- Proved successful working within tight deadlines and fast-paced atmosphere
- Managed team of employees, overseeing hiring, training, and professional growth of employees
- Led projects and analyzed data to identify opportunities for improvement
KDP CS Team Manager
Amazon Ind Pvt Ltd
Chennai , Tamil Nadu
01.2020 - 02.2021
- Lead a team of customer service agents.
- Responsible for meeting with the team members regularly and conducting 1:1s for performance and career development purposes.
- Carry out supervisory responsibilities in accordance with KDP policies and procedures. Duties include but are not limited to: interviewing, training, motivating and coaching employees; fostering effective employee career growth and succession planning; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
- Promote a positive team environment. Demonstrates effective communication and cooperation amongst management and peers to manage team workload and morale.
- Conducts performance improvement efforts by coaching, using metrics to identify needs, and implementing short and long term action plans to guide progress.
- Work with staffing agency partners and/or HR teams to recruit top talent.
- Promotes, plans, performs and implements process improvements. Leads or participates in GEMBA walks.
- Actively seeks solutions and provides trends & feedback to the Group Manager or Operations Managers to drive technology and operational improvements; interface effectively with internal teams.
- Serves as a role model by displaying good judgment, positive work ethic, strong interpersonal skills, adherence to policies, and demonstrates a commitment to excellent customer service.
- Demonstrates appropriate sense of urgency for email response times and phone service levels. Accountable for service level agreements for self and team.
- Manages and maintains payroll and schedule adherence in payroll system.
- All other duties and special projects as assigned.
- Has schedule flexibility, including the ability to work outside normal business hours, including weekends.
- Worked flexible hours across night, weekend and holiday shifts
- Proved successful working within tight deadlines and fast-paced atmosphere
- Developed team communications and information for meetings
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
CS Lead, Kindle Direct Publishing
Amazon Ind Pvt Ltd
Chennai , Tamil Nadu
10.2018 - 12.2019
- Functions as an authority and escalation point for department-wide operational procedures.
- Maintains knowledge of Customer Service resources, such as CSC. Maintains knowledge of team-specific operational procedures as needed.
- Facilitates communication between CS Associates and the management team via the ticketing process.
- Coaches CS Associates towards improvement where necessary. Offers "remedial" instruction in tool usage and on other topics as required Conducts weekly 1:1's, Quality Checks, Security Audits and Coaching and Development.
- Assists team with performance improvement efforts. Provides feedback to CSM regarding mentoring or coaching sessions with CSAs. .
- Follows quality, productivity, coaching and mentoring process as prescribed by their CSM, site or department QI teams, or HR Contributes to a positive team environment.
- Proactively aid teammates with difficult customer contacts for both phone and e-mail (as applicable).
- Demonstrates effective communication and cooperation with CSM and co-leads in an effort to manage team work load and morale Contributes to any overflow work from phones or email as appropriate, and as delegated.
- Maintains escalation queues and other queue support as required or assigned Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, adherence to company policies and a commitment to excellent customer service.
- Completes approved special projects successfully as assigned Demonstrates mastery of CS operations and tools.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
KDP Snr. Support Analyst
Amazon Ind Pvt Ltd
Chennai , Tamil Nadu
04.2016 - 10.2018
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Part of the pilot batch, evaluated the pilot process and monitored trend data.
- Increased customer satisfaction by resolving issues.
- Resolved publisher issues and escalated concerns with little oversight.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted in streamlining the process by identifying process gaps and raising improvement ideas.
- Worked flexible hours across night, weekend and holiday shifts
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Prepared variety of different written communications, reports and documents
Seller Support Associate
SUTHERLAND GLOBAL SERVICES
Chennai , Tamil Nadu
07.2014 - 08.2015
- Demonstrates effective, clear and professional written and oral communication.
- Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
- Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
- Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
- Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
- Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues and questions
AR Caller
OMEGA HEALTH CARE MANAGEMENT PVT LTD
Chennai , Tamil Nadu
08.2013 - 02.2014
- Maintaining the claim details from the clients in MS Excel
- Enquire about the problem related to the medical claims with the Insurance Company through outbound calls.
- Servicing to more than 500 Clients in United States
- Used scripted conversation prompts to convey current account information and obtain payments
- Worked in call center environment handling manual and automatically dialed outbound calls
- Achieved performance goals on consistent basis
- Notified co-signers of delinquent accounts to assist in collecting payments
- Trained new team members on scripts, company services and collection strategies
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account
- Monitored accounts for compliance with established payment plans and flagged non-compliances
- Maintained high volume of calls and met demands of busy and productive group
- Used skip tracing and other techniques to locate debtors
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance
- Processed debtor payments and updated accounts to reflect new balance
- Initiated repossession process or service disconnection upon failure of other collection methods
- Entered client details and notes into system for interdepartmental access and review
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers
- Listened to customers and negotiated solutions that met creditor and debtor needs
- Worked with customer to create debt repayment plan based on current financial condition
Education
Bachelor of Arts - Corporate Secretaryship
Dg Vaishnav College
Arumbakkam, Chennai05-2013
High School Diploma -
J.R.K Matriculation HR Secondary School
Vadapalani, Chennai05-2010
Skills
- Strategic planning
- Problem-Solving
- Analytical and Critical Thinking
- Salesforce expertise
- Operations management
- Power BI
- Tableau
- Program Management
- Basic SQL
- Complex resource management
- Financial risk analysis
- Project development and life cycle
- Risk analysis and management
- Customer relations specialist
- Data analysis
- Business administration
- Business Development
Accomplishments
- Deployed new tool "Iron Mountain" and saved $34,000. This change helped the team reduce the total number of TTs raised to the Ads team by 40.34%, eliminating 48 tickets monthly and reducing TTR by 144 days.
- Most Valuable Player Award, 2017-2018
- Created an SQL query to find public domain books in KDP Select.Through this, we have restricted over 17,000 incorrectly enrolled books in KDP Select monthly and saved $57,000.
- Reduced the review time required for audits in exclusivity by creating a new add-on to compare multiple windows on a single screen. The productivity target was revised from 70/hr to 110/hr.
- Set up a mechanism by deploying project Defcon to reduce follow-up handle time; as a result of initiating this project, we reduced 85 weekly follow-ups with customers.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Manager - Catalog (Retail Business Support)
Amazon Ind Pvt Ltd
09.2022 - Current
BRM Team Manager
Amazon Ind Pvt Ltd
03.2021 - 09.2022
KDP CS Team Manager
Amazon Ind Pvt Ltd
01.2020 - 02.2021
CS Lead, Kindle Direct Publishing
Amazon Ind Pvt Ltd
10.2018 - 12.2019
KDP Snr. Support Analyst
Amazon Ind Pvt Ltd
04.2016 - 10.2018
Seller Support Associate
SUTHERLAND GLOBAL SERVICES
07.2014 - 08.2015
AR Caller
OMEGA HEALTH CARE MANAGEMENT PVT LTD
08.2013 - 02.2014
Bachelor of Arts - Corporate Secretaryship
Dg Vaishnav College
High School Diploma -
J.R.K Matriculation HR Secondary School
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