MUHAMMED ATHEEQ FARHAN
No. 1/218, Ovvaiyaar Street, MGR Nagar, Naduveerapattu, Chennai, Tamil Nadu,TN
Summary
Results-driven Project Management Professional (PMP) candidate with 7+ years of experience in process improvement, stakeholder management, team leadership, and cross-functional project execution within Amazon Seller Support. Skilled in Agile methodologies, risk management, and performance optimization, with a strong track record of workflow automation and KPI-driven process improvements. Holds a Lean Six Sigma Yellow Belt Certification and currently undergoing PMP and Certified Scrum Master (CSM) training.
Overview
7
7
years of professional experience
1
1
Certificate
Skills
- Project Management (Initiation, Planning, Execution, Monitoring & Closing)
- Agile & Scrum Methodologies (Scrum, Kanban)
- Process Improvement & Optimization (Lean Six Sigma)
- Stakeholder Communication & Collaboration
- Risk Management & Issue Resolution
- Workflow Automation & Knowledge Management
- Data-Driven Decision Making
- Performance Metrics & KPI Tracking
Work History
Senior Seller Support Associate
Amazon Development Center India Pvt. Ltd.
01.2022 - Current
- Led a process optimization initiative that reduced seller query resolution time from 24 to 12 hours, increasing seller satisfaction by 20%.
- Collaborated with cross-functional teams (Operations, IT, Quality) to implement automation in case resolution workflows.
- Developed and executed a new hire training program, reducing ramp-up time by 30% and increasing case resolution accuracy.
- Designed and implemented a KPI dashboard to track resolution trends, identify bottlenecks, and optimize workflows.
- Increased first-contact resolution rate by 10% and reduced manual interventions in ticket handling.
Senior Associate - Amazon Seller Support
Sutherland Global Services Pvt. Ltd.
06.2018 - 01.2022
- Spearheaded a knowledge base enhancement project, standardizing over 500+ support articles, improving search functionality, and reducing handling time by 15%.
- Supervised a 50-member team as Acting Supervisor, improving efficiency and quality scores.
- Led process improvement initiatives that reduced escalation cases by 25%.
- Implemented cross-training programs, resulting in a 10% increase in overall team performance metrics.
Project Highlights
- Seller Support Workflow Optimization (2021-2022)
Reduced resolution time from 24 to 12 hours, improving seller satisfaction by 20%. - Knowledge Base Enhancement Initiative (2020-2021)
Standardized internal documentation, reducing handling time by 15% and improving first-contact resolution. - New Hire Training Program Revamp (2019-2020)
Decreased ramp-up time by 30%, increasing case resolution accuracy.
Accomplishments
- Best Performer of the Year (2020) – Recognized for process optimization.
- Best Mentor (2021) – Awarded for training excellence.
- Best Team Lead (2021) – Recognized for leading high-performing teams.
- GEM (Going Extra Mile) Award (2024) – For exceptional contributions to customer satisfaction.
Education
Bachelor of Technology (B.Tech) - Information Technology
RRASE College of Engineering
Chennai, Tamil NaduTimeline
Senior Seller Support Associate
Amazon Development Center India Pvt. Ltd.
01.2022 - Current
Senior Associate - Amazon Seller Support
Sutherland Global Services Pvt. Ltd.
06.2018 - 01.2022
- Lean Six Sigma Yellow Belt Certification
- PMP Training – 35 Contact Hours (Exam Pending)
- Agile Scrum Master/Certified Scrum Master Training (In Progress, Exam Pending)
Bachelor of Technology (B.Tech) - Information Technology
RRASE College of Engineering
Languages
English
Tamil
Urdu
Hindi
Certification
- Lean Six Sigma Yellow Belt Certification
- PMP Training – 35 Contact Hours (Exam Pending)
- Agile Scrum Master/Certified Scrum Master Training (In Progress, Exam Pending)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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