Yaamin Abdul Haadi

Key Qualifications & Responsibilities:

• Lead quality management programs and customer experience initiatives for a large-scale customer service operations of India, Singapore and Australia

• Develop and implement performance metrics and reporting systems for operational excellence.

• Drive cross-functional collaboration across multiple business units, including operations, analytics, and product teams.

• Manage stakeholder relationships, and coordinate with global teams for process improvements.

• Design and oversee the implementation of strategic customer service initiatives.

• Design and oversee implementation of strategic customer service initiatives

Key Accomplishments:

• Conceptualized and launched a gender-sensitive customer support program addressing women's healthcare and personal care concerns, resulting in 6.2% improvement in customer satisfaction scores and enhanced customer trust.

• Led network-wide service quality transformation, elevating performance standards from 91.2% to 92% through data-driven analysis and strategic goal setting.

• Developed comprehensive quality monitoring framework for operational teams, including innovative anomaly reporting mechanisms, enabling proactive decision-making for leadership

• Implemented granular performance tracking system across in-house and partner operations, significantly reducing performance variations and standardizing service delivery.

• Improved customer feedback process by identifying language accessibility gaps affecting non-English speaking customers; drove implementation of multilingual survey capability to increase survey responses.

• Led development and implementation of customer segmentation initiative to improve first-contact resolution for new-to-Amazon customers.

Key Qualifications & Responsibilities:

• Led and managed two distinct customer service teams of 15-20 associates each, focusing on Sales Tax operations and CSBA for Amazon.com

• Developed and implemented comprehensive training programs for tax-exempt documentation and international order processing

• Established performance metrics and reporting systems to track team productivity and service quality

• Drove cross-functional collaboration between the sales tax, customer service, and international operations teams.

Key Accomplishments:

• Optimized tax-exempt verification processes for U.S. and Canadian customers, improving processing efficiency and accuracy

• Streamlined international order management procedures, resulting in improved seller-customer communication and returns processing

• Developed and implemented standardized training modules for new hire onboarding, achieving consistent service delivery

• Established effective feedback and coaching mechanisms, resulting in enhanced team productivity and employee satisfaction

• Cultivated a collaborative work environment that promoted open communication and continuous improvement initiatives

Account Management Support:

• Proficiently assisted customers with various Amazon.com account-related matters.
• Demonstrated expertise in handling account deletion requests, gift card transfers, and resolving website promotion-related issues.
• Provided prompt and effective solutions, ensuring customer satisfaction and account integrity.
• Navigated customer support channels to resolve diverse customer queries within target timeframes.

Escalation Resolution and Mentorship:

• Specialized in resolving escalated customer concerns post-interaction with Level 1 associates.
• Utilized experience and knowledge to investigate and resolve complex issues, consistently meeting customer expectations.
• Served as a subject matter expert, offering guidance to Level 1 associates on process-related queries within Amazon.com customer service.
• Trained, coached and mentored new and existing team members with full ownership of training plans.
• Responded to enquiries via by telephone, e-mail or web chat within the agreed SLAs.