Sayyad Farhan
Bangalore
Summary
Results-driven professional with 4+ years of experience in managing customer interactions, troubleshooting technical issues, and managing HR Data. Proven expertise in communication, conflict resolution, and process optimization, with a strong ability to handle high-volume inquiries efficiently. A proactive team player dedicated to enhancing operational efficiency and delivering exceptional service experiences.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Process Analyst - HR
IBM
05.2025 - Current
- Selected as part of the pilot batch for handling client data for Iron Mountain.
- Managed Promotion, Data Change, Transfer, and Termination cases using ServiceNow and Workday.
- Collaborated closely with HR Generalists and the HR Operations team to generate manual letters related to employee lifecycle events such as Promotion, Data Change, Transfer, and Termination.
- Actively participated in beta testing of various HR tools and contributed to their enhancement and optimization.
Customer Service Account Specialist
Lumen Technologies
01.2025 - 04.2025
- Provided technical assistance to customers experiencing home phone and internet connectivity issues by efficiently coordinating with relevant service teams for swift resolution.
- Drove sales for new internet and home phone connections, as well as DIRECTV services, ensuring a seamless customer onboarding experience.
- Resolved billing discrepancies by facilitating accurate adjustments, enhancing customer satisfaction, and maintaining account integrity.
- Assisted customers with service upgrades and plan modifications, presenting tailored offers to optimize their experience and meet their needs.
- Facilitated secure and efficient payment processing, helping customers maintain uninterrupted service and avoid billing issues.
Technical Customer Service Associate
Amazon Web Services (AWS)
01.2022 - 01.2025
- Handled an average of 50 customer inquiries daily via phone calls, emails, and chats, addressing billing, account details, and technical service requests while maintaining low Average Customer Handle Time consistently.
- Contributed to the management of taxation and billing processes for Reseller Partners within the AWS ecosystem.
- Supported customers and organizations in handling AWS service limit increase requests by coordinating with specialized service teams.
- Collaborated on projects to identify and resolve bugs that were preventing customers from accessing AWS services and causing account activation issues.
- Engaged in team meetings, contributing valuable insights to enhance processes and promote best practices.
Virtual Customer Service Associate
Amazon Development Centre (India) Pvt. Ltd.
10.2020 - 01.2022
- Handled Voice and Non-Voice process for India, North America and United Kingdom Customers.
- Handled refunds, replacements, and shipment tracking by coordinating with the appropriate service teams and vendors.
- Resolved customer queries by determining cause of the problem, providing best solution and expediting correction or adjustment.
- Assisted up to three customers simultaneously with their order inquiries during peak sales periods.
Education
BBA - Bachelor of Business Administration
St. Aloysius College (Autonomous)
10.2020
Pre- University - Commerce
St. Aloysius Pre-University College
03.2017
Skills
- Salesforce
- Workday
- Service Now
- Experienced in Conflict Resolution
- Skilled in Multitasking
- Customer Acquisition & Retention
- Customer Relations Expertise
- Process Improvement Implementation
- Proficient in Client Relationship Management
- Strong Time Management Abilities
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Kannada
Advanced (C1)
Certification
- Fundamentals of Digital Marketing , Google Digital Garage - 2021
- Economics and International Business , International Business Management Institute - Berlin , Germany - 2020
- Digital Marketing , MyCaptain - 2021
- Entrepreneurship Course , MyCaptain- 2021
Co Curricular
- Completed 40 Hours of SAHAYA outreach program organized by St. Aloysius College (Autonomous) Mangalore - (2020)
- Attended a "Investment and Personal Money Management" workshop organized by Mangalore University Commerce Teachers Association (MUCTA) - (2020)
- Attended a "Innovation in Promoting Management Education at Undergraduate Level" organized by Department of Business Administration (BBA) in St. Aloysius College (Autonomous) Mangalore - (2019)
- Attended National level seminars on Computer Animation organized by the Department of Computer Science , Applications & Animation at St. Aloysius College (Autonomous) Mangalore - (2017 - 2018)
Personal Information
Hobbies and Interests
- Watching Movies and Series
- Gaming
- Listening Music
- Reading
- Coin and Stamp Collecting
Timeline
Senior Process Analyst - HR
IBM
05.2025 - Current
Customer Service Account Specialist
Lumen Technologies
01.2025 - 04.2025
Technical Customer Service Associate
Amazon Web Services (AWS)
01.2022 - 01.2025
Virtual Customer Service Associate
Amazon Development Centre (India) Pvt. Ltd.
10.2020 - 01.2022
Pre- University - Commerce
St. Aloysius Pre-University College
BBA - Bachelor of Business Administration
St. Aloysius College (Autonomous)
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