Summary
Overview
Work History
Education
Skills
Accomplishments
Training
Timeline
Generic
Shazia Mohsin

Shazia Mohsin

Summary

Dynamic leader with extensive experience at Amazon.com, excelling in operations and program management. Expert in driving cross-functional teams towards strategic goals, achieving over 85% virtual team integration across continents. Skilled in client relations and innovation management, with a proven track record of implementing best practices and fostering a culture of continuous improvement.

Overview

22
22
years of professional experience

Work History

Senior Program Manager – Global Process Management

Amazon.com
10.2024 - Current
  • Deep dive repeat issues for individual selling partners and provide coaching and recommendations for improved success on the platform
  • Identify and communicate any potential risks and obstacles with current Marketplace processes, initiatives, and system issues affecting Selling Partners, providing recommendations for corrective action to business stakeholders
  • Plan and manage multiple parallel projects
  • Create, maintain and disseminate project information to stakeholders and senior management
  • Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish standard processes and quality experiences
  • Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing Selling Partner needs and using data and technology to anticipate and exceed them

Operations Manager – Fulfilment Center

Amazon.com
01.2024 - 09.2024
  • Manage and develop a team of Area Managers
  • Lead operational teams on a shift, deal with issues, and positively impact site performance
  • Analyze shift performance against business objectives, and put in place actions to improve operational excellence
  • Work closely with all stakeholders, including HR, Finance, Health and Safety, and Security Design and deliver initiatives across the sites to improve operational performance
  • Collaborate with finance, safety, Vendors and operations integration teams
  • Deep diving into performance and risk metrics for sites, and looking ahead to prepare for different levels of demand
  • Mentoring and coaching your span of control which expands to Area Managers, Process Assistants and trainers
  • Develop, lead, and promote a culture in Amazon that supports the intended outcomes of WHSMS (Work Health Safety Management Systems)

Senior Program Manager Escalation Support

Amazon.com
09.2021 - 12.2023
  • Leading the Escalation Resolution Team expansion across Americas, India and EMEA regions
  • ERT takes complete ownership and provides an increased sense of urgency around resolving the Selling Partner’s issues
  • She ensured that this team seek to implement solutions that can be scalable to all of Selling Partner Support, rather than pursuing exclusive access to tools or standard operating procedures
  • ERT has partnered with contact routing administrators (CRA’s) to take advantage of precision routing capabilities available with Paragon, specifically Quattro
  • ERT uses this count of WAs and the Quattro Escalation service to move SPS cases to ERT
  • Once a case hits our pre-defined threshold, it is removed from the frontline queue and moved to a dedicated ERT queue to be worked to final resolution
  • Handled expansion of ERT support to aged cases from M@, FBA, IIDP, Brand & Vendor skills across the various marketplaces covering 39 different ERT queues
  • The team currently serves ~2000 aged cases every week with the main objective to improve Selling Partner experience
  • As of today, she has expanded the ERT across 20 cities with ~85% of the employees working virtually from the Americas, Europe and India
  • This team has launched live channel support in Sept 2023 across NA and CA market place Sellers for cases with 2+ RO threshold

Operations Manager

Amazon.com
08.2020 - 09.2021
  • Handling virtual operations for Hyderabad North America’s sellers support business by leading a span of 300+ FTE’s for Hyderabad and Kolkata VCC location led by 4 Team Managers and 13 Team Supervisors
  • Launched Bridge Leader program for all new hire employees, through various interventions and sessions, help them scale in the roles that they have been hired for
  • 1000+ NH’s have so far benefitted from this program
  • Create a new program for people managers across virtual teams, coordinated their learning and development through New Manager Assimilation Program
  • 74+ people managers have so far benefitted from this program with 100% positive response on the program
  • To improve overall call quality launched a program for Short Calls
  • Introduced a mechanism for auditing short calls (calls with less than 60 seconds handle time) to drive call quality
  • Due to the interventions in place, we have seen a reduction of short calls within four weeks of the launch of new mechanism
  • Organized and led monthly leadership connect with tenured teams, resulting in 32 issues highlighted in these connects and 25 resolved through a centralized tracking mechanism
  • Successfully helped in the hiring and recruitment efforts to achieve a hiring number of 1000+ employees across VCC IND region
  • Launched INGENII Quality audits, walk the store mechanisms and one IND Rewards and recognition program for VCC IND region
  • Led and managed the Associate Advisor Group for HYD NA VCC Teams exceeding all goals on andon claim time, response time and accuracy
  • This group also supported the Site with multiple projects and initiatives resulting in improvement in metrics
  • Successfully piloted and launched the Tier 2 team for VCC India
  • Worked on multiple BCP situations to ensure minimal impact on shrinkage due to the current pandemic situation
  • VCC HYD contributed to ~3100+ of OT hours during weekends in peak period

L5 Team Manager

Amazon.com
02.2015 - 08.2020
  • Worked on a stretch assignment leading a span of 180+ FTE’s for Hyderabad VCC location led by 2 Team Managers and 9 Team Supervisors
  • Successfully launched virtual pilot program for IND region
  • Helped in establishing a Virtual site across INDIA region for selling partner support business of Amazon growing up to 500+ FTE by H1 2020
  • Have been the Site POC on Connections program since 2017 and deployed key mechanisms that has helped the site meet and exceeded the connections goal year on year since 2017 till date
  • Regularly review and analyze key metrics across the site to identify root causes and formulate mechanisms to improve overall performance
  • Responsible for site management in lean staffing periods (e.g
  • Weekend coverage) and resource to overtime requirements
  • Coach and develop Team Managers and Team Supervisors on career paths for internal promotions and job enrichment opportunities
  • Ensure Team Managers and Team Supervisors have a clear understanding of the performance bar and criteria used to differentiate performance
  • Launched Walk the store mechanism for the site to conduct Seller interaction audits to keep in touch with Seller Experience and to ensure learnings are shared with the respective teams
  • Actively participates and represents team members in the annual performance review cycle
  • Worked on key initiatives at Site and Region level like Associate Bottom Quartile (ABQ) management and launch of AHS program for HYD onsite teams
  • Led and organized the annual post peak party for four consecutive years for HYD teams across OU's
  • Seamlessly partnered with various stakeholders from WFM, Transport, Security, HRBP is to successfully plan and execute the Post Peak party for HYD NA/IN/EU/VCM teams
  • Driving employee experience for the site via various mechanisms comprising of engagement activities, career fairs, OOH, career desk, innovation talks and Volunteer work for society
  • To improve employee experience designed and launched point based RnR (PBR) for seller support that helped in improving the employee penetration from 5% to a 32% and helped us achieve high connection scores

Manager Operations

GE Capital
10.2010 - 05.2014
  • Managed a large team of subject matter experts, universal coaches, escalation specialists and customer service representatives and sales associates for HBC and PSCC portfolio
  • Trained managers, operating leader across US and India on Observed FCR
  • Designed, and published reports on OFCR
  • Drove OFCR via designing OFCR evaluation form and calibration sessions
  • Conducted performance blitz to achieve gross sales rate (GSR) and AHT metric for the business and best practiced with Canadian portfolio for HBC
  • Project team member for BCP/DRP
  • Ensured back up site readiness at all times with the required software, license, seating plan and routing system
  • Designed and implemented Mentor Mentee program along with Coach the Coach Sessions
  • Designed contests to achieve million sales for the enterprise like VOC Club and Sales Club
  • Resource management, performance appraisals, career planning and all entry to exit procedures
  • Responsible & manage service level agreement (SLA), shrinkage, ECVOC (Customer Sat Scores), productivity, people management & employee satisfaction
  • Conducted Compliance workshops to improve compliance and adherence of US laws and policies

Assistant Manager

GE Global Servicing
06.2006 - 10.2010
  • Managed a team of Customer Service Representative for various private label credit cards & clients like HSN, American Eagle, The Home Depot, Lowe’s, Linens & Things, The Men’s Wear House, Mervyns & HBC
  • Transitioned Mervyn’s client in January 2005 and HBC client in June 2007 to India, disseminating product knowledge to the teams and coordinated with various stakeholders from IT, WFM, Training and other key functions
  • Transitioned and helped in training and launching of Account Protector, Debt can and other Insurance products
  • Maintained & developed client relations, which have ensured continued contracts from the client and negligible corporate complaints
  • Drive Business Process Improvement through available analytics for AHT reduction, increase in FCR, Service Levels and Idle time improvement via driving flexi shifts, part time, 6th day and shift extensions
  • Part of a Green-belt project aimed at reducing 'Payment' call types as a part of a Black-belt project which aimed at reducing different call types to increase productivity

Management Trainee

GE Capital
01.2005 - 06.2006

Subject Matter Expert

GE Capital
06.2004 - 01.2005

Process Associate / Developer

GE Capital
10.2002 - 06.2004

Education

B.C.A - Computer Applications

Osmania University
Hyderabad

MBA - Human Resources

Skills

  • Operations Management
  • Programs management
  • Client Relations Management
  • Implementation planning
  • Change management
  • Cross-functional team leadership
  • Project coordination
  • Project cost management
  • Problem-solving skills
  • Contingency planning
  • Project leadership
  • Innovation management
  • Best practices implementation
  • Policy interpretation
  • Personnel management
  • Training and mentoring
  • Corrective action planning
  • Complex Problem-solving
  • Strategic goal development
  • Project integration activities

Accomplishments

  • Employee Experience - ERT team 2023 (Amazon)
  • PSAS Rockstar Award 2021 (Amazon)
  • Best Team Manager of the Quarter - Q1 2020 (Amazon)
  • Best Connections Manager – Q1 2020 (Amazon)
  • Employee of the Year – 2019 (Amazon)
  • Champion of the Quarter – 2019 (Q1 & Q2) (Amazon)
  • Employee of the year Award – 2018 (Amazon)
  • Site Leadership Award – 2017 (Amazon)
  • Champion of the Quarter – 2016 (Q3 & Q4)
  • Connections Manager Award (2017 Q4, 2018 Q2, Q3 & Q4)
  • Special Recognition Award Q1 - 2013 (GE Capital)
  • ECVOC award in April 2011 (GE Capital)
  • Special recognition award for driving employee engagement activities in PSCC – 2011 (GE Capital)
  • Achieved GEMS Sales championship Award in Q4 – 2009 (GE Capital)
  • Peoples Manager Award in Q1 – 2008 (GE Capital)
  • Front Line Manager of the Quarter Q4-2007 (GE Capital)
  • Quality Sword Of Honor in the year 2007 (GE Capital)
  • Special recognition award for driving Empowerment and customer centricity – 2007 (GE Capital)
  • Driving Sales Award -2006 (GE Capital)

Training

  • FOL (Foundation of Leadership)
  • Front Line Leadership Program
  • Effective Coaching skills
  • Presentation skills (Croton Ville)
  • Cross Sell Training
  • Coaching Service Quality (CSQ)
  • Leadership Development Program
  • Change Acceleration Process (CAP- Croton Ville)
  • Six Sigma – DMAIC & basic lean tools training
  • Hiring Skills workshop- Croton Ville
  • Unconscious Bias Training
  • VCC Inclusion Leadership Training
  • Pinnacle Program

Timeline

Senior Program Manager – Global Process Management

Amazon.com
10.2024 - Current

Operations Manager – Fulfilment Center

Amazon.com
01.2024 - 09.2024

Senior Program Manager Escalation Support

Amazon.com
09.2021 - 12.2023

Operations Manager

Amazon.com
08.2020 - 09.2021

L5 Team Manager

Amazon.com
02.2015 - 08.2020

Manager Operations

GE Capital
10.2010 - 05.2014

Assistant Manager

GE Global Servicing
06.2006 - 10.2010

Management Trainee

GE Capital
01.2005 - 06.2006

Subject Matter Expert

GE Capital
06.2004 - 01.2005

Process Associate / Developer

GE Capital
10.2002 - 06.2004

B.C.A - Computer Applications

Osmania University

MBA - Human Resources

Shazia Mohsin