Muhammed Atheeq Farhan
No. 1/360, Ovvaiyaar Street, Ramji Nagar, Naduveerapattu, Chennai, Tamil Nadu
Summary
Encouraging lead and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Have experience as a Mentor, Team Lead, Process Trainer, Quality Analyst and as an Acting Supervisor.
Overview
6
6
years of professional experience
6
6
YEARS OF POST-SECONDARY EDUCATION
4
4
LANGUAGES
Skills
- Excellent Communication
- Decision Making
- Problem Solving
- Coaching and mentoring
- Multitasking and Time management
- Organizational Skills
- Active Listening
- Critical Thinking
- Team management and Collaboration
- Project Management
- Business and Process Development
- Subject matter expertise
Work History
Seller Support Associate Sr.
Amazon Development Center India Pvt. Ltd.
01.2022 - Current
- Have experience working as a Contact Resolution Specialist for Amazon Selling Partner Support Process.
- Provided sellers with accurate information concerning platform policies for sales, database issues and listing inaccuracies.
- Advocated for sellers and provided feedback to enhance selling process for overall improvements.
- Supported vendor advertising, strengthening accounts through timely and clear communication.
- Exercised professionalism across varying circumstances, treating each customer with respect despite potential agitation or frustration.
- Liaised between corporate decision-makers and sellers on issues involving fees, prohibited items and gating.
- Identified and addressed vendor concerns, working with development teams to achieve resolution.
- Provided seller support on refunds, posted feedback and policy changes.
- Exercised conflict resolution techniques to support troubleshooting and customer satisfaction.
- Managed competing variables and objectives simultaneously, addressing concerns based on time sensitivity and importance.
Senior Associate - Amazon Seller Support
Sutherland Global Services Pvt. Ltd.
06.2018 - 01.2022
- Provided exemplary support to individuals and businesses that sell on Amazon platform by providing prompt and efficient service to Amazon Selling Partners and Merchants including appropriate escalation of Seller issues
- Worked as a Mentor, Subject Matter Expert, Team Lead for Amazon Selling Partner Support process to improve knowledge of new hires, develop automation ideas to drive process simplification.
- Have mentored and provided upskill training/cross-skill training for 20 different teams within Amazon Selling partner Support.
- Worked as a Process Trainer and Quality Analyst at times to improve quality of resolution provided to selling partners and to coach associates regarding process updates.
- Worked as Acting Supervisor internally within Amazon Selling Partner Support and supervised a team of 50 associates to improve team performance.
- Experience in providing support for various work reports, managing high priority queues and escalations
- Maintained high departmental standards for quality and productivity metrics inculcating first contact resolution.
Education
Bachelor of Technology - Information Technology
RRASE College of Engineering
Padappai, ChennaiHSC (11th And 12th) - Biology, Physics, Chemistry, Mathematics
Government Higher Secondary School
Somangalam, ChennaiSSLC -
Lavender Matriculation Higher Secondary School
West Tambaram, ChennaiAccomplishments
- Awarded as Best Performer of the year - 2020 for Selling Partner Support Process at Sutherland Global Services Pvt. Ltd.
- Awarded as Best Mentor in Sep, 2021 for Selling Partner Support Process at Sutherland Global Services Pvt. Ltd.
- Awarded as Best Team Lead in Nov, 2021 for Selling Partner Support Process at Sutherland Global Services Pvt. Ltd.
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Urdu
Upper intermediate (B2)
Arabic
Intermediate (B1)
Timeline
Seller Support Associate Sr.
Amazon Development Center India Pvt. Ltd.
01.2022 - Current
Senior Associate - Amazon Seller Support
Sutherland Global Services Pvt. Ltd.
06.2018 - 01.2022
Bachelor of Technology - Information Technology
RRASE College of Engineering
HSC (11th And 12th) - Biology, Physics, Chemistry, Mathematics
Government Higher Secondary School
SSLC -
Lavender Matriculation Higher Secondary School
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