Syed Najeeb Ahmed

Syed Najeeb Ahmed Hyderabad | -| - OBJECTIVE Experienced Customer Success Associate with strong communication skills, critical thinking abilities, and in-depth knowledge of technical devices and SaaS. I consistently raise the bar by applying Leadership Principles, acting as an advocate for both internal and external customers, and identifying areas for improvement in terms of customer-facing and internal platforms like CRM’s. In addition to delivering high-quality support, I am confident in driving sales through effective communication and relationship-building. I also aim to leverage AI tools and insights to enhance customer experience, streamline processes, and support overall business growth. EDUCATION Diploma in Civil Engineering | Imran Polytechnic Karnataka Board of Education: Passed out - 2013 S.S.L.C (Xth) | Royal Oxford High school Karnataka board of education: Passed out – 2009 WORK EXPERIENCE & PROJECTS Amazon Development Center | HyderabadSep 2019 – May 2024 Team Manager (Interim) | Advanced Technician | Subject Matter Expertise | Technical support associate Mentored, Lead, and Coached 20+ associates a batch for operational excellence. Supported Tier 1-2 associates with Concession Exceptions and Escalations through (Peer-to-Peer support). Translated complex technical information / instructions into a simple language that would ensure seamless customer experience. Maintained project progress logs and presented the outcomes in DBR, WBR & MBR. Demonstrated conflict resolution and negotiating skills on escalated contacts. Provided excellent customer service with the ability to prioritize customer needs, demonstrated interpersonal skills along with conflict resolution, negotiating skills and have detailed knowledge about specific product lines and features. Consistently met business metrics and goals, including SLA, quality, productivity benchmarks Identified patterns emerging from audits and contributed to process/program improvements. Followed (SOPs) to perform manual audits and resolve outliers/exceptions through internal tools like CSC and AC3 Excellent documentation skills, good comprehension skills and composition skills. Key Contributions Improved Product Reviews & Sales: Led a team effort to respond to negative reviews of Amazon digital devices, which helped improve customer perception and boosted sales. Managed CRM Transition: Helped lead a batch through a major organizational CRM shift, ensuring a smooth, uninterrupted transition that supported business continuity and profit. Supported AI Integration: Actively contributed to the implementation of AI in the new CRM system by collecting and inputting commonly used customer interaction terms leading to smarter automation, quicker resolutions, and improved overall customer experience. Improved AHT Benchmark: Took initiative to improve the site benchmark for Average Handling Time (AHT) in 2024 for the UK marketplace. The optimization resulted in higher contact volume management without compromising service quality. Recognized Team Efforts: Collected great customer feedbacks, celebrated top performers, and shared wins with the wider team—resulting in better morale and stronger performance. Golden Gate Engineering Consultant | U.A.E July 2016 – August 2018 Assistant Architect | Trainer Reviewed project progress and worked closely with contractors to ensure alignment with designs and specifications. Trained Associates on multiple Software’s for company’s overall excellence. Key Contributions Client-Focused Design Delivery: Created and modified architectural designs based on individual customer needs, which helped strengthen client relationships and brought in additional project requests. Team Skill Development: Trained new hires on essential tools like AutoCAD and MS Office, enabling the team to handle more projects efficiently and contributing to an increase in new client onboarding. CERTIFICATIONS AutoCAD and 3DsMax by Autodesk. Generative AI for Educators by Google. Completion ID:- Fundamentals of Digital Marketing by Google. Completion ID:- TOOLS Tableau Microsoft 365 Apps Power BI 3DsMax AC3 RTM Wordpress Heartbeat Canva Photoshop CSC HTM Chime Elementor Regards,