Sayyad Farhan
Bangalore
Summary
Results-driven professional with 5+ years of experience in managing customer interactions, troubleshooting technical issues, and managing Human Resources 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 - 10.2025
- Selected as part of the pilot batch for handling client data for Iron Mountain.
- Managed Promotion, Data Change, Manager Transfer, Termination requests from employees 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 60 customer inquiries per day 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)
Mangalore10.2020
Pre- University - Commerce
St. Aloysius Pre-University College
Mangalore, India03.2017
Skills
- Salesforce
- Workday
- Service Now
- Experienced in Conflict Resolution
- Skilled in Multitasking
- Customer Acquisition & Retention
- Customer Relations Expertise
- Process Improvement Implementation
- Human Resource Data Management
- Proficient in Client Relationship Management
- Strong Time Management Abilities
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
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Kannada
Advanced (C1)
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)
Hobbies and Interests
- Watching Movies and Series
- Gaming
- Listening Music
- Reading
- Coin and Stamp Collecting
Timeline
Senior Process Analyst - HR
IBM
05.2025 - 10.2025
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)