Mohd Hamid Akhtar

General Responsibilities

• Remediation and audit of all MENA countries employee's work eligibility with regards to local and UAE government rule and regulation & Amazon internal compliance policies.
• Contribution to internal process launch and in setting up work authorization approval process and their process through multiple tools.
• Identification of gaps in compliance and legal documents storage and process system through tools, suggestion to move manual upload and process instead of using external tools that might create data integrity issue.
• Compiling of complete list of Amazon entities and their actual locations in UAE per Trade license issued by UAE governments and sharing with TA, NJS, GIT, GTS Team.
• Coordinate with vendor for smooth transition of work authorization of employee.
• Working on SF hiring project (Bulk hiring) with WFS, NJS Team with approval capacity to pace new hires for business requirements.
• Ensure to minimize customer complaints by training team on QC aspects for providing best quality to customers.
• Maintain Loss prevention to zero-level month on month.
• Contribution to BB to GB conversions cases and get them fully aligned with compliance and legal requirements.
• Perform quality audits of Work Authorization team processes and data for accuracy and integrity
• Identify root case defects, analyzing audit data to identify patterns and trends
• Track, measure and report quality metrics at different intervals to ascertain process performance health and identify improvement areas
• Responsible for providing deep dive research and analysis of escalations
• Coordinate with internal team resources of compliance, audit and quality, and delivery to ensure high standards for frustration free experience
• Demonstrate highest degree of discretion and confidentiality
• Provide day to day support, act as liaison and advocate for associates within Work Authorization team department
• Understand forecasting and how it impacts workflow and workloads and recommend changes accordingly
• Conduct audits and draft audit reports detailing methodology, results, and recommendations
• Maintain compliance metrics, send out daily and/or weekly updates to appropriate stakeholder teams
• Monitor service level agreements, resolve issues with internal and external service providers
• Update and maintain existing SOPs with stake holders.
• Respond to questions from managers, HR and diverse stakeholders
• Verify data and perform data entry. Look for variances and discrepancies in data for correction.
• Understand impacts of changes in HR systems and program policies and recommend changes accordingly
• Continually strive to improve efficiency and effectiveness of existing processes and look for enhancements related to current systems
• Communicate to Managers on data findings and escalations while demonstrating highest degree of discretion and confidentiality
• Collaborate with team members to improve standardized documents
• Work with multiple stakeholders to gain alignment, develop, and deliver process improvements

• General Responsibilities
• Demonstrates effective, clear and professional written and oral communication
• Provides prompt and efficient service to Amazon Sellers, including appropriate escalation of Sellers' issues
• Maintains positive and professional demeanor always portraying company in positive light while effectively managing sensitive issues
• Demonstrates excellent time-management skills and ability to work independently while using departmental resources, policies and procedures
• Contributes to positive team environment and proactively aids team members with difficult contacts as needed
• 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
• Liaises with other departments as required to resolve Seller's issues and questions
• Functions as authority and escalation point for department wide operational procedures
• Coach and motivate AHS Specialist towards constant improvement
• Assists team with performance improvement efforts
• Demonstrates effective, clear and professional written and oral communication
• Provides prompt and efficient service to Amazon Sellers, including appropriate escalation of Sellers' issues
• Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed
• Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement
• Conducts Seller interaction quality audits and provide coaching to improve performance
• Maintains positive and professional demeanor always portraying company in positive light while effectively managing sensitive issues
• Manages schedules, monitors adherence, time-off planning, and attendance
• Demonstrates excellent time-management skills and ability to work independently while using departmental resources, policies and procedures
• Contributes to positive team environment and proactively aids team members with difficult contacts as needed
• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
• Liaises with other departments such as Business Teams or TRMS as required to resolve Seller's issues and questions
• Respond to AHS Specialists support requests.
• AHS Seller Escalations and Andon Cords) in real time providing education to AHS Specialists with goal of achieving accurate response and remarkable, reproducible seller experience
• Identifies Seller and AHS Specialist success barriers, provides solutions, and drives change through business improvement initiatives
• Drives opportunities for efficiency through daily floor observations
• Identify outliers and trends stemming from findings of quality audits.
• Successfully maintained clean, valid driver's license and access to reliable transportation

General Responsibilities

• Process transactions for multiple compliance programs that includes validation of work authorization documents and data integrity for over 2000 employees.
• Respond to questions and troubleshoot program issues on behalf of employees, managers, and HR through 20 to 30 calls or emails.
• Monitor service level agreements, resolve issues with internal and external service providers
• Assist with new compliance projects as needs arise
• Verify data and perform data entry, look for variances and discrepancies in data for correction
• Understand impacts of changes in PeopleSoft system and how these will impact internal/external interfaces
• Communicate to partners and employees on data findings and information
• Demonstrate highest degree of discretion and confidentiality
• Daily performance metrics like on-time shipment dispatch, delivery, and defects/order
• Process part orders and return orders
• Creates estimates, quotes and send it to distributor, dealer and customers
• Create Service jobs and assign it to Field Service Engineers and follow up till it's completed
• Act like translator on conference calls with customers that do not speak English and internal employees
• Deals with procurement, shipping and finance teams as per process requirement)

General Responsibilities

• Oversee Incredible India (An Indian government initiative for tourism) promotions and advertisements in GCC countries
• Provide consultation to GCC tourists with all aspects
• Provides in-bound, out-bound and prospective tourists, particularly from GCC countries, all tourism related information's and assistances as per government of India's guidelines over over 50+ calls, email.
• Translate documents (Arabic - English / English – Arabic for ministry of tourism
• Research, explore and study different travel destination options
• Research destination and travel prices, customs, weather conditions, reviews.
• Research and study clients' specifications and wishes
• Suggest suitable travel options that best suite clients' needs
• Plan and organize travels
• Inform clients and provide useful travel material such as guides, maps and event programs
• Attend webinars, conferences and other educational programs
• Promotions across world to market specific promotional plans and content creation.

• Conduct quality checks by proofreading/reviewing linguistic work from freelancer translators, peers and other external vendors to ensure adherence to customer's and company's quality standards
• Control and improve machine-translation engines' quality by assessing output and providing linguistic feedback
• Provide feedback and linguistic coaching to peers, freelance translators and other external vendors and engage in quality improvement initiatives when needed
• Monitor external vendor quality progress, investigate quality variations and develop and implement measures to drive quality improvement in collaboration with other internal teams
• Depending on group's needs and own skills and inclinations, support leadership, business and tech teams by taking active part in training, project / program management.
• Translates books, articles, pamphlets and commentaries into English, Arabic and Urdu for foundation monthly magazine
• Translating public and internal documents
• Translating training material for support teams
• Translating knowledge-based documents from English/Arabic/into Urdu and vice versa
• Reviewing English language quality of internal communications
• Delivering English communication training to support teams
• Translating notifications and announcements sent to Arabic/English customers
• Promoting documents and videos on social media
• Finding items to be localized in team, prioritizing those items with manager, and building collaboration scheme with localization team
• Projects/Training/Certifications
• Promoted as mentor within AHS with same Level
• Order Performance Account Reinstatement Projects
• Highest number of selling partner accounts reinstated among team members while working on OP
• Raised highest numbers of escalations for non-acceptance of POA without proper review and wrong action on account enforcements
• Have recommended vital changes in SOP's for different verticals of metrics when found gaps while reviewing it during work
• Shared multiple process improvements ideas for SEAR metrics improvement through Quiz and policy awareness derive among selling partners at time of AE & SU marketplace launch specifically and for all marketplaces generally
• Highest number of cases resolver within year 5k+
• Highest number of selling partner account reinstatement among team
• Highest number of awards won by any individual within year, 9+
• Key point of contact for MENA countries employee work authorization concern from compliance and legal perspective
• Remediation project initiator and other team members training manager
• Compiled complete set of Amazon MENA business entities and shared with all stakeholders
• Attended various training programs for work authorization, compliance, immigration.
• Significant Highlights:
• Achieved 100% of enforcement avoidance target during year
• Given opportunity to mentor team of 3 new joiners
• Chosen as back up team lead for period of 6 months in absence of TL
• Mentoring and managing all MENA Countries new joiners and reverification process