Takhi Abbas Sarkhail

• Investigation Specialist (July 2024-Present):

• CMT(Contact Management Team)

• Change the shipment status as per the seller ‘s request, which is only after thorough investigation and after checking multiple parameters.
• Allot and Approve Capacity at the FC for the sellers.
• Handle issues related to capacity increase request such as fee, reimbursements, cancellation requests, inquiries as to how limits are granted and assessed.
• Investigate the transactions of the seller and verify if the charges on the seller’s account are valid or invalid
• Address issues related to Outlet deals such as checkin, confirming the status of their deal and guiding them on parameters needed for creation of deal as well as explaining the deal submission possible outcome along with rejection and suppressed deal reasons.
• Resolve issues pertaining to removal orders such as Cancellation and Delaying of the removal order.
• Assist seller’s with shipment creation in dive deep into their shipment workflow in order to check for issues such as restrictions (or) capacity related or prep related etc..
• Direct SPS team and people from other queues with the correct CTI they are supposed to cut a sim/TT .
• Change the sort type of products per the seller request however it Is only after investigation and confirmation that it is a valid request or reject the request if the classification is correct. If sort change is needed then necessary capacity changes would also be made.
• Answer seller questions with regard to their IPI score(performance index).

• Gave orientation and training to the newly hired team.
• Worked as a mentor.
• Performed quality audits on the newbies' work.
• Conducted sessions and clarified their doubts.

Investigation Specialist I (May 2020-Present):

• Defects and Disputes:
• Identify the defect under which the case has been disputed by the seller.
• Go through the seller comments to understand what the seller actually intends to say/justify about the dispute that they have raised.
• We find the root cause of the issue using all the available tools at hand following the SOP(Standard Operational Procedure).
• If the seller is at fault then deny the dispute, communicate it to the seller and if required we even coach the seller, however if the seller is not at fault then we approve the dispute and communicate the same to the same to the seller. Wherein all the communication is done through email.
• WareHouse Lost :
• Investigate the discrepancy of units that have been flagged by the seller support on the Tickets.
• Determine the condition of the units that went missing/lost and also the status of the item.
• Verify the status of the seller.
• Determine the exact number of units lost using the tools at hand and find the root cause of the issue. Once the root cause/causes are found denial (or) approval of the request on the ticket raised by seller support is done.
• Supported Defect Disputes team as a part of cross skilling and was moved to Defect Disputes.
• Worked as a work checker for many batches.
• Was a part of multiple projects
• Audited QA audited cases.

• Resolved customer service issues for both internal associates and actual customers using company processes and policies, and provided updates to customers regarding resolved issues to increase customer satisfaction and maintain high-quality service through chats.
• Promoted a superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly, and followed up with customers, if required, about resolved issues and completed promised actions to maintain high standards of customer service.
• Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
• Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements (Gemba).
• I identified the issue with one of the FCs and flagged it by escalating it systematically, where it was resolved, and an appreciation email was also rolled out.
• Got the KC (Knowledge Centre) information updated and corrected, such as the GC revoked policy and the Prime Household transfer queue.
• Many more Gembas are under review.
• Worked in an ACES workshop.
• I have been part of many pilot projects, such as Gamma CSC, CSOS, Auto Avail, Hyd Concessions Experiment, Concession Exception Engine, etc.
• Coached many new team members, handled multiple batches of NHTs, and helped them with service techniques by providing on-floor assistance as a Subject Matter Expert (SME).
• I have been contributing to the team by sending process updates regularly to our entire team to keep them updated about the process changes that have been implemented or those that are going to be implemented.
• Managed over 50-60 customer (both external customers on escalations as well as internal agents) chats per day.

• Handled and resolved issues with gift cards, promotions, and marketing from both customers (email) and internal employees (form and transfers).
• Resolved issues with Amazon Payments, Amazon Vine, and Craigslist as well.
• Managed over 30 customer emails per day.

• I started my career with Amazon as a Customer Service Associate for phones, where the marketplace was Amazon.in.
• I was awarded the Best Employee of the Month within the team.
• While working as an associate, I provided floor service regarding process doubts to the team I was a part of during the absence (breaks) of our Lead, or when the Lead was in a meeting or preoccupied with some work.
• Provided floor support to the part-timers who were hired during peak season.
• Cross-skilled, wherein I supported the NA chats team during their peak.
• Managed over 50 customer calls per day.

• Reviewing and validating the content in the client's project with the help of tools provided by the client, abiding by the policies stipulated by the client at the client's location, where the client was Google.
• Increased the team's productivity by 10%.
• Was awarded Best Employee of the Month several times.