Abdul Nayeem Shaik

Experience

• 

  Amazon

  Aug 2014 - Mar 2021

  - Responsible for overseeing the customer service department and ensuring the company or corporation delivers the highest level of customer service possible. Supervising 30+ agents, trains, coaches, and mentors employees. Provided assistance in Hiring, training and terminating customer service agents.-Analyze data to identify strategies for improvement of service and productivity. Ensured the consistent achievement of customer service levels and company standards, Investigate customer's problems and find solutions.-Increased efficiency and cut down costs by implementing self-service and various automations and writing the problem statements to the issues identified with the impact and preferred resolutions to arrest the problems. Show less - As an Executive Customer Relations Specialist, Handle the customer complaints on behalf of Amazon’s CEO and also answer to the notices sent by the Attorney General Offices and Better Business Bureau complaints for North America business.- Handling the queries as an last point of contact for the customers with all the diligence and abiding to the legal terms of US AGOs by diving deep into the complaint and finding out the root cause for the problem to solve it to the customer satisfaction. Show less - Support customer service associates (CSAs) with policy or process questions, maintaining a high level of knowledge in order to provide support for live contacts and managing escalated escalation and concession calls. Resolution specialists are action-orientated, flexible problem-solvers with excellent research skills and demonstrate Customer Obsession and Ownership on every contact.- As Supervisor, handle customer escalation taking appropriate action to move most difficult cases toward resolution through mediation and excellent oral/written communication skills, ensuring that policies and internal guidelines were met. Show less

  • Team Manager

    Sept 2017 - Mar 2021

  • Customer Relations Executive

    Sept 2016 - Sept 2017

  • Resolution Specialist

    Sept 2015 - Sept 2016

  • Tax Specialist

    Aug 2014 - Sept 2015
• 

  LTIMindtree

  Mar 2021 - Apr 2024

  Senior Analyst - Customer Experience

  - Analyzing client's customer service data to identify trends, patterns, and areas for improvement. Provided recommendations from a statistical data analysis perspective and providing data reports and analytics to internal and external clients.- Collaborated with product development teams to gather requirements and translate customer feedback into actionable user stories and acceptance criteria.- Designed visually appealing PowerPoint decks for client presentations and training sessions. Created comprehensive user guides and feature descriptions to assist customers in navigating products and resolving issues independently.- Performing Data Analysis on daily operations and identifying the gaps in process, fixing them through escalating to the relevant stake holders.- Authored newsletters to communicate product updates, promotions, and company news to customers.- Defining and monitoring key performance indicators (KPIs) related to customer service, such as response times, resolution rates, and client's customer satisfaction scores.- Contributing to ongoing initiatives for the continuous improvement of client's customer service operations. Show less

• 

  Freelancer

  Apr 2024 - now

  Operations Manager - CS Operations

  - Helping the clients to setup and enable their customer care services as a freelancer.- Looking over the customer service operations of the clients and advice them on how to improve their services.- Advising the clients on hiring the talent, training and onboarding new technologies to effectively handle the customer service operations.- Defining and monitoring key performance indicators (KPIs) related to customer service, such as response times, resolution rates, SLA and client's customer satisfaction scores.- Supervising the leads, specialists and executives until the customer service setup is done and handing over the operations to inhouse operations managers. Show less