Summary
Overview
Work History
Education
Skills
Miscellaneous
Languages
Accomplishments
Timeline
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Suhel N Abdulla

Suhel N Abdulla

Hyderabad

Summary

Accomplished Investigations Specialist with a proven track record at Amazon, showcasing top-tier performance in Seller Experience metrics and expertise in investigative tools. Renowned for exceptional interpersonal skills and problem-solving abilities, consistently enhancing customer satisfaction and driving innovative solutions. Proficient in MS Office, adept at managing time effectively, and skilled in both inbound and outbound communication.

Overview

9
9
years of professional experience

Work History

Investigations Specialist

Amazon
Hyderabad
05.2022 - 10.2024
  • Maintained high performance ranking in Seller Experience metrics within department over the last two years.
  • Attended training sessions on new investigative techniques or technologies.
  • Maintained strict confidentiality and discretion in handling sensitive information and investigations.

Customer Escalation Specialist

Amazon
Hyderabad
08.2021 - 11.2021
  • Regularly upheld exceptional satisfaction standards for entire duration of role.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.

Subject Matter Expert

Amazon
11.2018 - 08.2020
  • Assisted newly trained Customer Service representatives in acclimating to their roles.
  • Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
  • Provided subject matter expertise and guidance to cross-functional teams in the development of new products.

Customer Service Representative - Voice

Amazon
09.2015 - 07.2017
  • Excelled as a leading specialist in handling customer inquiries over the phone from North America.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Developed strong relationships with customers by providing personalized assistance and support.

Customer Service Representative - Email

Amazon
  • Provided cross-departmental support for customer inquiries related to Alexa, Echo, and Kindle devices using digital communication channels.
  • Resolved customer complaints promptly and efficiently.
  • Answered customer inquiries and provided accurate information regarding products and services.

Education

Bachelors in Engineering - Mechanical

JNTU Anantapur
Anantapur
10-2014

Skills

  • Expertise in MS Office
  • Interpersonal skills
  • Time management
  • Problem solving
  • Investigative tools proficiency
  • Inbound and outbound calling
  • Generative AI and Prompt AI Knowledge

Miscellaneous

  • Been a part time stand-up comic in Telugu, Hindi and English. Performed around 15+ shows in the past few
    months.
  • Good experience in Video Editing.
  • Content Writer for local digital news website and local Telugu Youtube channel

Languages

Telugu
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Urdu
Advanced (C1)
C1

Accomplishments

  • Won consecutive awards and was recognized multiple times as one of the top players in the team.
  • Worked closely with the Training team and the on-boarding team shaping new recruits that suits the organization's needs.
  • Hands on experience in GENERATIVE AI (Intermediate level) and PROMPT Engineering.
  • Worked in both Customer and Seller supporting roles representing the face of Amazon, been appreciated by the leaders for the improvements I've suggested.

Timeline

Investigations Specialist

Amazon
05.2022 - 10.2024

Customer Escalation Specialist

Amazon
08.2021 - 11.2021

Subject Matter Expert

Amazon
11.2018 - 08.2020

Customer Service Representative - Voice

Amazon
09.2015 - 07.2017

Customer Service Representative - Email

Amazon

Bachelors in Engineering - Mechanical

JNTU Anantapur

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Suhel N Abdulla