Syed Hashmi

Mobile: +971 501487511

Email: syedhashmi18@gmail.com

OBJECTIVE
To secure a challenging position in the E-Commerce industry where I can effectively
contribute my skills and that offers professional growth while being resourceful, innovative
and flexible.

EDUCATIONAL CREDENTIALS

Course Year Board/University

Batchelor in Technology & Science (Electronics & JNTU University,

Instrumentation) 2010 Hyderabad - India

PROFESSIONAL ABRIDGMENT

A dynamic Operations Leader with hands on experience in Service Delivery, Business

Process Outsourcing with over 5 years of experience spearheading a team of Associates,
SMEs & Team Leaders to achieve the site/skill goals

Implementing effective strategic plans and developing improved processes to meet short
term & long term objectives

Addressing business requirements, growth and improved service through Operations

restructuring

Interviewing & hiring Agents, Team Leads to meet the company’s headcount requirements.

Formulating Monthly/Quarterly Business Review Documents & presenting it to the top

Management

Devising, formulating and delivering team metrics in the weekly Managers’ meet.

Liaising & recommending effective suggestions to support-functions to ensure optimum

productivity & quality

Performing yearly/ half yearly performance review & appraisal for all direct reports
Presenting ratings of the Team Leaders in the Annual Review Meetings & reviewing
compensation for all direct reports

Supervising key metrics & SLAs by doing on-time forecasting/Variance Analysis etc.

A Quick learner and high on energy, an organized professional with experience, strong
communication skills and a strong desire to lead and succeed high powered customer focused
teams.

CORE COMPETENCIES
 Team Management
 Microsoft Office
 Vendor Management
 Customer Service
 Operations Management
 Process Improvement
 Part of projects
 Floor support
 Query Management
 CRM
 Team Leadership
 E-commerce

PROFESSIONAL EXPERIENCE

June 2014 – November 2015: Apprentice Customer Service Manager – North America &
Australia, Amazon.com, Hyderabad

 Manage a team of 25 to 40 Customer Service Agents.

 Maintain and exceed productivity and quality service level agreements.
 Effective day to day operations which involve people management, schedule
adherence, productivity standards and resolving conflicts.
 Provide individual coaching feedback sessions and one-on-ones that focus on
improving performance and customer satisfaction.
 Contribute to a collaborative management process by effectively communicating and
cooperating with other Customer service Managers, HR and other teams.
 Supervise daily effectiveness (productivity standards, schedule adherence, break
adherence, adherence of company policies, etc.) for multiple teams.
 Additional responsibilities include interviewing, training and motivating employees;
planning, assigning and directing work; rewarding and disciplining employees;
resolving conflicts.
  Tracking process and behavioural misses from employees and implementing
Performance improvements plans and Corrective actions.
 Implementing operational plans viz. best business practice, kaizen, etc. for enhancing
operational efficiency and also to increase bottom line profitability.
 Driving Rewards and Recognition for the skill.
 Liaising with other departments viz., HR, Workflow, Admin etc. for streamlining
operations and work environment.

August 2012 – May 2014: Customer Service Team Lead – North America & Australia,
Amazon.com, Hyderabad

 Manage a team of 15 to 20 Customer Service Agents.

 Handle escalations from customers and to ensure that world class customer
experience is provided.
 Ensure clean metrics of team members and the skills.
 Point of contact for escalated contact resolution of a supervisory nature
 Arranging various entertainment and Fun activities to lift up spirits of the employees.

June 2011 – July 2012: Customer Service Associate – North America, Amazon.com,
Hyderabad

 Worked on customer Chats and Emails and ensured daily productivity targets are met
 Ensured FCR (First Contact Resolution) is provided to every customer contact I worked
on to ensure a healthy relationship with the customer and to gain customer trust
 Worked as a Subject Matter Expert to help new hires learn the process and be
effective in achieving their daily, monthly and long term goals

January 2010 – May 2011: Customer Service Agent – Trident Flight Handlers, Rajiv Gandhi
International Airport, Hyderabad

 Assisting passengers with their travel needs

 Booking tickets as per passenger requirement
 Helping passengers with their boarding and check-in processes

ACHIEVEMENTS

- Received appreciations from top management team for introducing new

performance metrics for measuring customer satisfaction in Amazon
- Mapped all rewards and performance related incentives with newly introduced
metrics
- Over achieved target of contact reduction by 17000 for the year 2012-2013 and
14000 for the year 2013-2014.
 - Set up project related call at network level to discuss project related activities to
avoid duplication of work
- Successfully created Gemba walk portal and Issues pipeline portal. Selected
members for project team to monitor both the portals.
- Effectually improved FCR (First Contact Resolution) to improve customer experience
by 7% and AHT by 12% in 2013-14

TOOLS
Advanced Microsoft Excel, Word, PowerPoint
Basics of SQL and SQL Data warehouse

PERSONAL PARTICULARS
Name: Syed Abdul Wahid Hashmi

Date of Birth: 22-12-1988

Marital Status: Single

Languages Known: English, Hindi & Urdu (Speak, Read, Write)

Nationality: Indian

Visa Status: Visit Visa (In Dubai till 25th February, 2016)

DECLARATION:
The information furnished above is true and correct to the best of my knowledge and belief.

(Syed Hashmi)