Mohammad Rafi Email & Phone Number

Hyderabad, Telangana, India

Hyderabad, Telangana, India

Hyderabad, Telangana

Leading Recruitment Operations team for Enabling Areas and Global business with the motto of providing outstanding candidate experience. In this role I lead and mentor 30+ professionals including one AM. Roles and Responsibilities/Key accomplishments include:- Streamlining the reporting process and SME for key HRST projects- Designing SOPs and driving team to adapt to new technologies- Participating in Acquisition level initiatives to improve employee engagement- Facilitated… Show more Leading Recruitment Operations team for Enabling Areas and Global business with the motto of providing outstanding candidate experience. In this role I lead and mentor 30+ professionals including one AM. Roles and Responsibilities/Key accomplishments include:- Streamlining the reporting process and SME for key HRST projects- Designing SOPs and driving team to adapt to new technologies- Participating in Acquisition level initiatives to improve employee engagement- Facilitated 100+ hours of training Show less

Hyderabad Area, India

VBI team is an initiative from Amazon Fulfillment Technologies (AFT) which remotely evaluates the accuracy in bins in North America fulfillment Centers using ‘light + camera’ towers to photograph AR pods. In this role, I was leading a team of 35-40 associates and was:- Project/Operations Manager for Amazon Fulfillment technologies robotic warehouse defect reduction project using vision technology saving $2.3mn during 2018 and $1.9mn YTD.- Handling 2 Interim Managers and indirectly… Show more VBI team is an initiative from Amazon Fulfillment Technologies (AFT) which remotely evaluates the accuracy in bins in North America fulfillment Centers using ‘light + camera’ towers to photograph AR pods. In this role, I was leading a team of 35-40 associates and was:- Project/Operations Manager for Amazon Fulfillment technologies robotic warehouse defect reduction project using vision technology saving $2.3mn during 2018 and $1.9mn YTD.- Handling 2 Interim Managers and indirectly 40+ Quality Analysts to eliminate defects in 53 Robotic Warehouses across North America, Europe and Japan.- Started the QA audit team which led to improvement of process accuracy from 65% to 79%.- Actively engaging in on site and outstation recruitment drives by conducting interviews for supervisors and associates. Completed more than 250 interviews.- Created scorecard for the team based on GPQ approach aimed at maximizing defect detection and 90% productivity along with introduction of Coaching and Development Plan (CDP) aiming at reduction of bottom performers by involving HR and QA team. - Moved the business to 24*7 model and created shift alignment process in order to increase associate face time with their managers.- Established the Quality Quarterback team of 6 data analysts who will monitor the defects using indicators from multiple tools. The team automated ten top defect drivers of Non-Sortable FCs and saved $1.5mn YTD. Show less

Hyderabad Area, India

In this role, I'm responsible for ensuring that standards for productivity and quality assurance are met by the team of the Associates and Team Leads. As a front line Supervisor, I was responsible for providing timely and efficient service to our Sellers by optimizing the productivity of team that results in a perfect Seller Interaction. Key accomplishments include:- Handled a team of 30+ Seller Support associates and two team leaders creating a high performance culture that motivates… Show more In this role, I'm responsible for ensuring that standards for productivity and quality assurance are met by the team of the Associates and Team Leads. As a front line Supervisor, I was responsible for providing timely and efficient service to our Sellers by optimizing the productivity of team that results in a perfect Seller Interaction. Key accomplishments include:- Handled a team of 30+ Seller Support associates and two team leaders creating a high performance culture that motivates associates to demonstrate levels of ownership, accountability and seller advocacy that enable the vision of a remarkable Seller experience.- Successfully guided and developed associates and team leaders on career path for internal promotions and job enrichment opportunities through IDPs which led to 18 team members getting promoted to Team Leaders, Trainers and SMEs.- Handling Jeff Bezos/SVP Escalation cases coming to TAM Leadership & preparing RCA.- Elevated associate satisfaction index (Amazon Connection Score) from 78% to 95% within three months by employee-development and incentive programs.- Liaise with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goal. Show less

Hyderabad Area, India

The Seller Support Associate Advisor (AA) is an advocate for the perfect Seller interaction. By serving as the first resolution point for Seller Support Associates, AA’s will assist associates in diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions for Sellers. As a subject matter expert in several platforms and specialties, AA’s will educate Associates on process, tools, and standards in real-time. This role… Show more The Seller Support Associate Advisor (AA) is an advocate for the perfect Seller interaction. By serving as the first resolution point for Seller Support Associates, AA’s will assist associates in diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions for Sellers. As a subject matter expert in several platforms and specialties, AA’s will educate Associates on process, tools, and standards in real-time. This role requires the ability to multi-task utilizing a wide variety of software tools to navigate seller accounts, research and review policies and communicate effective solutions. As a Seller Support Associate Advisor:- Launched Amazon Business (B2B), Handmade (Project GUILD) & Frustration Free Packaging Support in Hyderabad.- Responds to Associate support requests (i.e. Seller Escalations and Andon Cords) in real time providing education to Associates with the goal of achieving first contact resolution, as well as a remarkable, reproducible seller experience.- Worked with outsourcing sites Sutherland and Daksh India to improve their CSAT performance (via offline training and case mining initiatives) from 82% to 89.3%.- Completed project to improve positive response rate from FBA sellers by working with Fulfillment center outbound team to initiate seller returns from 8 days to 2 days during holiday season.- Working with Site Readiness Team/Workflow for multiple launches Show less

Hyderabad Area, India

- Took the role of Seller Support associate to enhance my knowledge on Merchant service and Fraud reporting.- Cross Skilled on Catalog Support, Fulfillment by Amazon, Brand Support, Category Management and Payment/Refund processing.- Partner with North American warehouse team to resolve inventory related discrepancies and shipment problems.- Exceeded performance metrics such as quality, productivity, first contact resolution, and attendance.- Successfully completed multiple SOP,… Show more - Took the role of Seller Support associate to enhance my knowledge on Merchant service and Fraud reporting.- Cross Skilled on Catalog Support, Fulfillment by Amazon, Brand Support, Category Management and Payment/Refund processing.- Partner with North American warehouse team to resolve inventory related discrepancies and shipment problems.- Exceeded performance metrics such as quality, productivity, first contact resolution, and attendance.- Successfully completed multiple SOP, blurb and chat blurblets update. - Started Merchant Chat Support in Hyderabad to improve the site CSAT to 91% from 75%. Show less

Hyderabad Area, India

- Joined the organization as Customer Service Associate and got promoted within 6 months to Mentor while concurrently providing top-notch customer support for Amazon.com/uk/ca customers via email, phone and chat.- Handled queries related to retail orders, kindle support and appstore troubleshooting.- Distinguished as a top performer in AHT, CSAT and Quality scores month-over-month across all the queues. Honored with CS Superstar award for two quarters for goal-surpassing… Show more - Joined the organization as Customer Service Associate and got promoted within 6 months to Mentor while concurrently providing top-notch customer support for Amazon.com/uk/ca customers via email, phone and chat.- Handled queries related to retail orders, kindle support and appstore troubleshooting.- Distinguished as a top performer in AHT, CSAT and Quality scores month-over-month across all the queues. Honored with CS Superstar award for two quarters for goal-surpassing performance.- Mentored associates on a one-on-one basis to review KPIs. Created development plans that improved performance-to-goal ensuring no mentees fall in bottom quartile.- Part of “Customer Returns” and “where is my order” Kaizen which resulted in contact reduction of 558K emails yearly through ‘Did You Know’ (DYK) self-service display on contact us page in NA and was replicated in EU.- First associate to move into DART support Pilot aimed at floor support via chat to handle Tier2 escalations and high value refund. Show less

Executive General Management Program, Human Resources Management/Personnel Administration, General

Bachelor Of Commerce (B.Com.), E-Commerce/Electronic Commerce

Bachelor of Commerce

All India Senior School Certificate Examination, International Business/Trade/Commerce