Sadiya Siddiqui
Operations Specialist
Hyderabad,MH
Summary
Adept at fostering innovation and driving results, I excel in roles requiring analytical thinking and problem-solving. At Amazon, I championed process improvements, enhancing team productivity and customer satisfaction. My ability to mentor, coupled with a keen eye for detail, positions me as a valuable asset to any team seeking dynamic and effective leadership.
Overview
7
7
years of professional experience
Work History
Ops Specialist
APEX, Amazon
Hyderabad
01.2018 - 1 1
- Collaborated with cross-functional teams to achieve project goals on time
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution
- Performed deep dives to find the route cause of the reopens, and finding the cause to reduce the reopen rates
- Followed all company policies and procedures to deliver quality work
- Took ownership of emerging issues that impact customers and business parties, drive resolution, and recommend ways to prevent similar issues in the future
- Resolving action items and reduced CPU in AMXL by navigating AC3 proactively
- Maintained SLA and 100% quality compliance consistently
- Performed deep dives to find the root cause of the reopens, to reduce the reopen rate
- Assisted new hires with their doubts on the cases
- Demonstrated timely, accurate and professional customer service and contact resolution
- Effectively used HBS tools and internal dashboards in order to provide an accurate response and exceptional customer experience
- Proactively escalated system and process issues, as well as customer feedback trends, to management
- Acted as Kaizen Team Representative for EU Proactive team
- Identified and communicated defects or areas for improvement to their teams and respective units
- Promoted and fostered the Kaizen Culture within the team
- Celebrated successes and recognized achievements, including Gemba wins
- Validated Gemba posts from proactive specialists ensuring their feasibility and followed up on Gemba cases in Asana
- Performed Initial scoping of data related to improvement ideas and educated peers on the feasibility of Gemba posts
- Tracked execution of improvement ideas in Asana
- Attended the Weekly Innovation Review to discuss Gemba posts and followed up on progress
- Served as a liaison between management and frontline staff, ensuring effective communication of organizational updates and changes in policy
- Advocated for proper resource allocation towards critical projects, ensuring successful completion without compromising other responsibilities
- Collaborated with cross-functional teams to achieve project goals within deadlines
- Achieved consistently high customer satisfaction ratings by ensuring timely resolution of issues and fostering a culture of exceptional service within the team
- Implemented best practices for knowledge management within the team, facilitating easy access to information and resources needed for success
- Developed strong working relationships with key stakeholders across various departments, promoting collaboration and teamwork throughout the organization
- Enhanced team productivity by streamlining communication channels and implementing efficient task allocation strategies
- Managed multiple projects simultaneously, prioritizing tasks effectively to meet deadlines while maintaining high-quality standards.
Investigations
Ø HBS, Amazon
12.2019 - 12.2023
- Executed key team priorities and assisted teammates with execution
- Created Process SOPs/internal communication on key process changes for easy percolation to teammates
- Provided support as and when required for deep dives, escalations and cross training
- Mentored and trained new joiners in the team with presentations
- Lead business escalation meetings with related hierarchy
- Took ownership of emerging issues that impact providers and customers, drive resolution, and recommended ways to prevent similar issues in the future
- Met and exceeded quality and productivity goals assigned by management
- Demonstrated clear and polite written and oral communication
- Demonstrated an appropriate sense of urgency when resolving work items
- Demonstrated knowledge and use of departmental resources, policies and procedures
- Effectively used internal software tools and internal dashboards in order to provide an accurate response and an exceptional customer and provider experience
- Proactively escalated system and process issues, as well as customer feedback trends to management
- Educated sellers about Heavy Bulky & Services policies, helped answer questions and fix their issues in partnership with Selling Partner Support
- Made high judgement calls based on facts in order to achieve the most accurate resolution
- Served as a first line of escalation resolution
- Ensured that escalations are resolved to the satisfaction of all parties involved
- Raised business visibility on escalations as necessary
- Identified and escalated process improvement opportunities.
Seller Support Associate
Feeds/AHS, Amazon
Hyderabad
10.2018 - 12.2019
- Managed high volume of daily cases, ensuring timely resolution for optimal seller experience
- Improved case handling time by effectively prioritizing tasks and utilizing available resources
- Provided sellers with accurate information concerning platform policies for sales, database issues, and listing inaccuracies
- Utilized data-driven insights to identify trends in seller issues, informing process improvements within the team
- Collaborated with cross-functional teams to address seller concerns and improve support processes
- Served as a trusted advisor to sellers, guiding them through account set up, listing optimization, order management, and dispute resolution processes
- Worked extensively with other departments, utilizing resources to provide seller support
- Exercised professionalism across varying circumstances, treating each customer with respect despite potential agitation or frustration
- Interpreted data and performance metrics, escalating issues to management as necessary
- Championed a positive work environment through active collaboration with peers while maintaining a focus on delivering top-notch customer service
- Enhanced customer satisfaction by efficiently addressing and resolving support issues
- Contributed to the continuous improvement of operational policies by sharing feedback from sellers with relevant stakeholders
- Streamlined communication channels for improved responsiveness to seller inquiries.
RCMS AR Claims Analyst
Sutherland Healthcare Solutions
Hyderabad
09.2016 - 10.2018
- Demonstrated a high level of accuracy and attention to detail in reviewing claim documentation for approval or denial decisions
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims
- Interacted with clients and employees, which helped cultivate positive working relationships
- Maintained strict confidentiality with all personal data as per company guidelines
- Identified trends in claim patterns, providing actionable insights for process improvements and risk mitigation strategies
- Maintained strong working relationships with third-party vendors, such as independent adjusters and appraisers, to facilitate prompt resolution of claims
- Mentored junior team members, sharing expertise in claims analysis techniques and fostering professional growth within the department
- Reduced claims processing time by implementing efficient analytical techniques and strategies
- Negotiated successful settlements with clients, ensuring a mutually beneficial outcome for all parties involved
- Supported internal audit initiatives by providing detailed documentation of claims handling procedures as required for compliance purposes
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability
- Researched claims and incident information to deliver solutions and resolve problems
- Followed up with insured individuals regarding premium and deductibles payments.
Education
B.Pharmacy - Pharmaceutical Sciences
Jawaharlal Nehru Technological University
2013-05
Skills
- Innovation and creativity
- Coaching and mentoring
- Compliance management
- Friendly, positive attitude
- Teamwork and collaboration
- Problem-solving, Analytical thinking
- Meeting facilitation
- Time management
- Verbal and written communication
- Attention to detail
- Task prioritization
- Customer and Service-oriented
Investigations skills
Investigations coordination
Timeline
Investigations
Ø HBS, Amazon
12.2019 - 12.2023
Seller Support Associate
Feeds/AHS, Amazon
10.2018 - 12.2019
Ops Specialist
APEX, Amazon
01.2018 - 1 1
RCMS AR Claims Analyst
Sutherland Healthcare Solutions
09.2016 - 10.2018
B.Pharmacy - Pharmaceutical Sciences
Jawaharlal Nehru Technological University
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