Omer Shaikh
CSDQ Quality Analyst
Hyderabad
Summary
Dynamic Concessions, Support, and Decision Quality (CSDQ) professional with over 5 years of specialized experience in spearheading policy compliance, optimizing concession accuracy, and driving cross-channel parity within Amazon’s Customer Service Delivery Quality team. Proven track record in orchestrating defect elimination initiatives through comprehensive audits of complex concession decisions, enhancing policy clarity, and refining tools to ensure flawless customer outcomes. Expertise in initiating and executing data-driven projects, such as Escape Hatch workflow audits, to streamline resolution processes and boost operational efficiency. Collaborative approach with product and operations teams to align concession processes with Amazon’s customer-first mission, resulting in improved operational readiness and a unified experience across all channels.
Overview
6
6
years of professional experience
2
2
Languages
Work History
CSDQ Quality Analyst
Amazon.com
Hyderabad
02.2024 - Current
- Audit human-assisted customer concession contacts to identify process and policy defects, ensuring decisions align with Amazon’s customer-first policies, and eliminating instances where customers bear internal defects.
- Identify and resolve inconsistencies between self-service, Message Us Bot/Generative AI, and human-assisted contacts to deliver a unified, policy-compliant customer experience.
- Address systemic issues (e.g., delays in return warehouses impacting concessions), and refine policies/processes to reduce errors and enhance decision accuracy.
- Assess the effectiveness of exception workflows (e.g., Escape Hatch) by mapping paths into actionable data, and pivot the team’s focus to broader quality-of-service evaluations beyond concessions.
CS Resolution Specialist
Amazon.com
Hyderabad
11.2022 - 02.2024
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions, and implementing the best solutions.
- Helped implement lead contact skills for the Australia OU.
- Handled over 350 customer escalations and addressed their concerns, shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
SME
Amazon.com.au
Hyderabad
06.2022 - 11.2022
- Mentored over 40 new hires throughout four batches, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout the training process.
- Gathered and organized supplementary material to support structured lessons.
Customer Service Associate
Amazon.com.au
Hyderabad
09.2020 - 06.2022
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked flexible hours: night, weekend, and holiday shifts.
- Helped a large volume of customers, averaging 70+ daily, with a positive attitude and a focus on customer satisfaction.
Education
BBA -
Lovely Professional University (LPU)
Punjab 04.2001 -
High School Diploma -
NIRMALA MEMORIAL FOUNDATION
Kandivali(E), Mumbai 04.2001 -
Skills
Policy & Process Excellence
Managing Agile Project Timelines
Applied Lean Principles
Amazon Leadership Principles Alignment
Quality Improvement
Continuous Improvement
Audit Processes
Data Validation
Cross-Channel Parity Analysis
Stakeholder Collaboration
Timeline
CSDQ Quality Analyst
Amazon.com
02.2024 - Current
CS Resolution Specialist
Amazon.com
11.2022 - 02.2024
SME
Amazon.com.au
06.2022 - 11.2022
Customer Service Associate
Amazon.com.au
09.2020 - 06.2022
BBA -
Lovely Professional University (LPU)
04.2001 -
High School Diploma -
NIRMALA MEMORIAL FOUNDATION
04.2001 -