Summary
Overview
Work History
Education
Skills
Timeline
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Mohd Shakir Khan

Mohd Shakir Khan

Gurugram

Summary

Dynamic professional with a proven track record at Amazon India Pvt Ltd, excelling in customer service and conflict resolution. Recognized for achieving 100% targets in communication and problem-solving. Adept at managing complex issues with attention to detail and fostering team collaboration to enhance client satisfaction and operational efficiency.

Overview

10
10
years of professional experience

Work History

SR. PROCESS EXECUTIVE

AMAZON INDIA PVT LTD.
GURUGRAM
08.2024 - 06.2025
  • Assisted customers with Amazon Locker retrieval issues, resolving lost or expired pickup codes.
  • Facilitated package access by resending pickup codes via SMS, email, or app.
  • Escalated complex cases for internal review and code regeneration.
  • Verified validity of pickup codes within three-day expiration period.

PROCESS EXECUTIVE

GOOGLE INDIA PVT LTD.
GURUGRAM
12.2019 - 11.2021
  • Resolved payment-related queries, including transactions, refunds, and account issues.
  • Applied knowledge of UPI, wallet transactions, and digital payment workflows.
  • Leveraged understanding of mobile banking, digital wallets, and payment applications.
  • Executed quick decision-making to address customer escalations promptly.
  • Maintained high customer satisfaction (CSAT) scores through effective issue resolution.

DISPUTE ANALYST

FIDELITY INFORMATION SYSTEM
GURUGRAM
04.2015 - 03.2019
  • Managed merchant support, ensuring proper documentation for chargeback resolution.
  • Tailored insurance and investment plan recommendations to optimize client tax savings.
  • Vigorously contested unauthorized chargebacks, focusing on risk analysis.
  • Evaluated disputed transactions on American Express cards with precision.
  • Consistently achieved 100% targets across key customer service metrics: communication, interpersonal skills, problem-solving, and customer satisfaction.

Education

B.com -

Jiwaji University
06.2008

12th standard -

Amtul's Public School
Nanital, Uttarakhand
01.2005

Skills

  • Customer service
  • Active listening
  • Empathy and patience
  • Problem solving
  • Conflict resolution
  • Team collaboration
  • Adaptability
  • Attention to detail
  • Time management

Timeline

SR. PROCESS EXECUTIVE

AMAZON INDIA PVT LTD.
08.2024 - 06.2025

PROCESS EXECUTIVE

GOOGLE INDIA PVT LTD.
12.2019 - 11.2021

DISPUTE ANALYST

FIDELITY INFORMATION SYSTEM
04.2015 - 03.2019

B.com -

Jiwaji University

12th standard -

Amtul's Public School

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Mohd Shakir Khan