Yaseen Shaik

Experience

• 

  Amazon

  Aug 2012 - Sept 2023

  As a dedicated Customer Service Team Manager at Amazon, I took on the crucial responsibility of overseeing the Device and Digital Support teams for three marketplaces Amazon.co.uk, Amazon.com.au, and Amazon.in in my tenure. My role centered on delivering exceptional support and ensuring customer satisfaction for Kindle and other Amazon-owned devices.Handling negative reviews with utmost dedication, I resolved critical issues for customers, effectively transforming their experiences from 2 stars or below to better ratings. My focus on resolving customer concerns and driving positive interactions contributed to enhancing the Amazon device experience. I was instrumental in ensuring service levels and Key Performance Indicators (KPIs) were consistently met. Through effective team management, coaching, and training initiatives, I fostered a high-performing and motivated team that consistently delivered outstanding results.As a team-oriented leader, I organized team outings and engagement activities, fostering a positive work environment and reinforcing team collaboration.Additionally, I played a pivotal role in the revamping of the Knowledge Center, making over 200 improvements to assist Customer Service Associates in providing more efficient and accurate support to our valued customers.To keep the senior leadership team informed, I diligently reported weekly and monthly reports, highlighting key performance metrics and proposing improvement projects to elevate customer support even further.Driven by a passion for continuous improvement, I actively participated in Kaizen projects and marketplace-wide improvement initiatives, contributing to enhancing overall customer experience across the Amazon platform. Show less As a CS Lead at Amazon, I held a pivotal role in overseeing the Device and Digital Support teams for two prominent marketplaces, Amazon.com.au and Amazon.in. As the single point of contact for handling Jeff escalations - the highest level of customer concerns, I ensured swift and effective resolutions to maintain Amazon's reputation for exceptional customer service.Leading a team of Customer Service Associates, I took charge of their performance management, providing regular coaching, feedback, and upskilling opportunities to drive continuous improvement. Through targeted training initiatives, I empowered the team to excel in delivering world-class support, aligning with Amazon's customer-centric approach.In addition to managing the team's performance, I actively collaborated with cross-functional stakeholders to drive process improvements, optimize workflows, and enhance the overall customer experience. My expertise in managing customer escalations and intricate cases enabled me to de-escalate sensitive situations, transforming negative experiences into positive outcomes.As a dedicated team leader, I fostered a positive and inclusive work culture, promoting collaboration, professional growth, and teamwork within the team. I was also responsible for conducting regular team meetings, ensuring clear communication of goals, targets, and business priorities.Further, my role entailed identifying areas for upskilling and creating training programs to ensure the team stayed updated with the latest device technologies, digital services, and Amazon policies. Show less As a Senior Customer Service Associate at Amazon, specializing in Kindle support, I play a critical role in ensuring exceptional customer experiences and handling complex escalations. With an extensive background in customer service and a deep understanding of Kindle devices and content, I excel in providing expert guidance to customers, particularly in challenging situations.I take on a leadership role within the team, assisting and mentoring junior associates in resolving customer queries and technical issues effectively. I am well-versed in navigating intricate customer cases, offering creative and innovative solutions to meet individual needs.Handling escalations is a core aspect of my responsibilities. I actively engage with dissatisfied or escalated customers, empathizing with their concerns and seeking swift resolutions. By effectively de-escalating situations and providing personalized attention, I strive to turn negative experiences into positive outcomes, ultimately improving customer satisfaction. Show less As a Customer Service Associate at Amazon, my role revolves around providing exceptional support and assistance to Kindle customers based in Australia. With a keen focus on customer satisfaction, I am responsible for addressing their queries, resolving technical issues, and guiding them through various Kindle features and functionalities.As the frontline representative, I effectively communicate with customers via phone, email, and chat, ensuring prompt and courteous responses to their inquiries. My aim is to not only resolve their immediate concerns but also to build a positive rapport, leaving them with a lasting impression of Amazon's commitment to exceptional customer service.In handling Australian Kindle support, I possess in-depth knowledge of Amazon's Kindle devices, content, and services. This expertise allows me to troubleshoot and diagnose technical issues efficiently, providing tailored solutions to meet each customer's unique needs. Show less

  • Customer Service Team Manager

    Apr 2017 - Sept 2023

  • CS Lead

    Aug 2015 - Apr 2017

  • CS Associate Senior

    Sept 2014 - Aug 2015

  • CS Associate

    Aug 2012 - Sept 2014
• 

  Mivi

  Jan 2024 - Jul 2024

  Customer Service Manager