Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Syed Yousuf

Hyderabad

Summary

With extensive experience of 11 years in operations and working as a Manager with expertise in providing direction, leadership, and support to a team of 20+members. Monitor and evaluate team performance, providing constructive feedback and coaching for improvement. Facilitate clear and effective communication within the team and across departments to ensure alignment and productivity. Known for strong interpersonal skills, strategic problem- solving, and a proactive approach to driving organizational success.

Overview

11
11
years of professional experience

Work History

Manager I, Transportation, Amazon Flex

Amazon Development Center
Hyderabad
12.2022 - Current
  • Oversaw daily transportation operations within Advocacy Operations team, ensuring efficiency and customer satisfaction.
  • Developed strategies to optimize transportation processes and reduce costs.
  • Collaborated with cross-functional teams to resolve transportation-related challenges effectively.
  • Analyzed data and metrics to identify trends, improvement opportunities, and potential risks.
  • Led and mentored transportation specialists, promoting a culture of continuous improvement.
  • Ensured compliance with transportation regulations and company policies.
  • Cultivated relationships with key stakeholders to enhance collaboration.
  • Drove innovation in transportation processes and technologies to improve operational effectiveness.

D2AS Team Manager

Amazon Development Center
Hyderabad
06.2020 - 11.2022
  • Led team of 20+ customer service representatives to resolve inquiries and issues effectively.
  • Set clear goals and objectives, ensuring understanding of roles and responsibilities among team members.
  • Provided coaching and training to enhance team performance and customer service skills.
  • Handled escalated inquiries and complaints requiring managerial intervention.
  • Monitored inflow for optimal planning of overtime, non-productive time, and shrinkage.
  • Conducted audits of customer interactions to ensure policy compliance.
  • Analyzed reports on performance metrics and customer feedback to identify improvement opportunities.
  • Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.

Subject Matter Expert

Amazon Development Center
Hyderabad
08.2019 - 05.2020
  • Analyzed contact data to prepare team performance reports and action plans for underperformers.
  • Educated new hires on ticketing tools and operational procedures.
  • Provided daily performance analysis and feedback to enhance process knowledge among associates.
  • Conducted process refreshers and shadowing sessions to reinforce best practices in operations.

D2AS Advanced Technician / D2AS Specialist

Amazon Development Center
Hyderabad
06.2018 - 07.2019
  • Provided contact support to Tier 1 associates for efficient issue resolution.
  • Managed technically complex Tier 2 contacts transferred from Tier 1.
  • Assisted Tier 1 associates with concession exceptions and escalations.
  • Identified contact drivers and recurring issues, linking Operations with Escalation and Ticketing teams.

Technical Support Associate

Amazon Development Center
Hyderabad
04.2014 - 05.2018
  • Delivered exceptional support for Kindle, Echo, and Cloud Cam devices.
  • Handled escalated issues while providing first and second level technical support.
  • Created technical tickets and coordinated with developers to resolve issues.
  • Troubleshot device-related issues to enhance user experience.

Education

B-Tech - Computer Science and Technology

Shadan College of Engineering and Technology
Hyderabad, AP
01.2012

Intermediate - Math’s, Physics & Chemistry

Gowtham Junior College
Andhra Pradesh
01.2008

Indian Certificate of Secondary Education -

Hyderabad Public School Begumpet
Andhra Pradesh, India
01.2006

Skills

  • Process improvement
  • Recruiting and interviewing
  • Data analysis
  • Coaching and mentoring
  • Performance management
  • Shift scheduling
  • Decision-making
  • Managing operations and efficiency
  • Employee engagement
  • Adaptability and flexibility

Awards

  • Manager Of The Month Awards
  • Manager Of The Quarter Awards
  • Manager Of The Year Award

Timeline

Manager I, Transportation, Amazon Flex

Amazon Development Center
12.2022 - Current

D2AS Team Manager

Amazon Development Center
06.2020 - 11.2022

Subject Matter Expert

Amazon Development Center
08.2019 - 05.2020

D2AS Advanced Technician / D2AS Specialist

Amazon Development Center
06.2018 - 07.2019

Technical Support Associate

Amazon Development Center
04.2014 - 05.2018

B-Tech - Computer Science and Technology

Shadan College of Engineering and Technology

Intermediate - Math’s, Physics & Chemistry

Gowtham Junior College

Indian Certificate of Secondary Education -

Hyderabad Public School Begumpet

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Syed Yousuf