About
Operations and Analytics professional with 5+ years of experience at Amazon. Worked in Customer Support, SME, and Interim QA responsibilities. Skilled in SQL, Excel, Power BI, KPI monitoring, quality auditing, root cause analysis, and reporting. Seeking opportunities in Business Analyst, Operations Analyst, MIS Analyst, Reporting Analyst, or Data Analyst roles.
Skills & Expertise (22)
Work Experience
Customer Support Associate
Amazon
Jan 2020 - Present
Monitored and analyzed KPIs including AHT, CSAT, Quality Score and Productivity. Performed interaction reviews and supported quality improvement initiatives. Used root cause analysis to identify recurring customer issues and improvement opportunities. Helped improve turnaround time through workflow optimization. Maintained high quality standards while handling customer interactions.
Subject Matter Expert (SME)
Amazon
Present - Present
Supported associates with process-related queries and issue resolution. Assisted new team members with training and process guidance. Helped improve team performance through knowledge sharing.
Interim Quality Analyst (QA)
Amazon
Present - Present
Conducted audits of customer interactions based on quality standards. Identified quality gaps and provided feedback for improvement. Participated in root cause analysis and quality improvement activities.
Education
MCA - Osmania University
- · Afghanistan
Certifications
No certifications added yet
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Availability Details
Relocation
Open to Relocation
Skills (22)
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