Sheema Saamiya Khatoon

As a Team Manager at Amazon, I lead a team of about 30 customer service associates, with team members rotating every couple of months to keep things fresh and engaging. I am responsible for driving team performance through regular auditing of customer interactions, providing constructive feedback, and conducting both team meetings and one-on-one coaching sessions focused on performance and communication skills. I’m also involved in process improvement projects, always looking for ways to make things better for both our customers and the team.

• Promoted to the role of Advanced Technician. In this capacity, I specialized in resolving complex technical issues and supporting customer care associates with escalated cases via phone, chat, and email. This position allowed me to deepen my technical expertise and enhance my ability to handle high-pressure situations.

• Selected as a Subject Matter Expert, taking on the responsibility of guiding and mentoring new hires. I supported associates in real time, conducted contact reviews, and led live training sessions to help them achieve their targets and maintain high performance standards.

• Joined Amazon as a Digital, Devices and Alexa support associate assisting customers based in North America with any technical difficulties with their Amazon devices and digital services.