Maaz Ahmed
Eagan,US
Summary
I am a dynamic, highly motivated professional with over 7 years of experience in customer service and sales, as well as Operations, technical support, and HR. I have a proven track record of enhancing the customer experience and improving retention through knowledge, patience, and understanding. I also am well-versed in troubleshooting and repairing malfunctioning hardware and software. Forward-thinking team leader skilled at operating departments efficiently to meet goals.
Overview
7
7
years of professional experience
Work History
Specialist
Apple
07.2024 - Current
- Reduced 50% processing times for customer orders by optimizing the use of automation easy-pay.
- Maintained clean and orderly end-of-shift checkout areas by charging devices and making sure the next team has a clean open store.
- Exceeded expectations as an individual contributor with 61% Apple care while simultaneously supporting team efforts towards shared goals.
- Handled high-pressure situations gracefully, addressing customer concerns promptly while maintaining a professional demeanor at all times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address what kind of computer they need.
- Guided customers through software updates and troubleshooting processes patiently, ensuring they were confident about using their Apple devices.
- Optimized customer support by establishing collaborative teamwork service environments through targeted operational initiatives.
- Contributed to the store successful launch of new iPhone 16 Apple devices by participating in warm customer welcome excitement around the latest products.
- Skilled at working independently and collaboratively in a team environment.
Senior Communications Specialist
Amazon
08.2022 - 06.2024
- Developed targeted communication strategies for diverse audiences, resulting 80% in increased engagement.
- Conducted market research to inform communication strategies for new product launches, leading to successful product introductions.
- Streamlined internal communication processes, strengthening employee engagement and productivity.
- Coordinated trade show participation, maximizing networking opportunities and showcasing company offerings.
- Mentored junior team members, fostering a culture of learning and career development within the department.
- Answered client queries and complaints to provide strong customer service.
- Took photographs and videos during special events for promotional materials and social media pages.
- Communicated company promotions, products, and services to clients to increase brand awareness and overall revenue.
- Wrote press releases and other materials utilizing SEO practices.
- Managed complex employee relations issues, conducting investigations and resolving conflicts fairly and efficiently.
- Reduced turnover rates by creating a supportive work environment and addressing employee concerns promptly.
- Ensured compliance with labor laws and regulations by staying current on industry best practices and updating policies accordingly.
HR Partner
Amazon
06.2019 - 07.2022
- Worked with Site managers to achieve compliance with Safety policies and communications, providing clarifying information recommending necessary changes.
- Enhanced engagement projects and employee job satisfaction by coordinating communication between Operations managers and employees.
- Identified and implemented appropriate strategies to increase employee satisfaction and retention.
- Created and implemented forward-thinking initiatives to improve employee engagement.
- Updated weekly site news VOB,VOA, processes by reviewing existing comments, leveraging feedback from associates and working with site leader and operations team.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Distributed employee engagement surveys to identify areas of improvement.
- Documented human resources records and maintained confidentiality of sensitive personal information.
- Supported coordination of benefits open enrollment activities and process.
- Managed over 50 customer calls, and emails per week increased our associate's engagement by 80% and reduced time waiting for responses by 50% of open cases.
- Engaged 5 associates every day about safety tips to mitigate future incidents resulting 85% safety reduction.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Administered benefits programs effectively, ensuring employee understanding and satisfaction with their coverage options.
- Resolved understaffing issues, disputes, employee terminations, and disciplinary procedures.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Trained new personnel regarding company operations, policies, and services.
Customer Service Representative
Ready Jet
01.2018 - 05.2019
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Positioned and towed aircraft from remote locations of airport to designated areas for operation.
- Stocked aircraft cabins with necessary equipment and supplies.
- Connected electrical power unit and hoses to aircraft.
- Coordinated ground crew activities to complete objectives on schedule.
- Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays.
- Maintained clean and organized ramp areas for efficient workflow and improved safety conditions.
- Enhanced airport safety by conducting thorough inspections of aircraft and equipment prior to loading and unloading.
- Provided exceptional customer service to passengers, assisting with luggage handling and addressing concerns promptly.
- Improved communication between ramp agents and other airport personnel through the use of radio equipment, hand signals, and other forms of communication.
- Cleaned airplanes between flights, and sanitized lavatories, and seat trays as per company specifications.
- Promoted environmental sustainability within airport operations by properly disposing of waste materials according to guidelines.
- Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over 50 daily flights.
- Demonstrated flexibility in adapting to various types of aircrafts, supporting diverse airline clients'' needs efficiently.
- Managed unforeseen circumstances such as equipment malfunctions or weather disruptions, executing contingency plans to minimize operational delays.
Education
Mobile and Mac Basic Certifications - Grow Your Own Genius
Technical Specialist Foundations Training
Minneapolis, MNAssociate of Arts - Business Administration And Management
University of Louisville
Louisville, KY07.2021
Skills
- Problem-Solving
- Time Management
- Apple Products
- CPU-GPU Hardware Architecture
- Excellent Communication
- Remote Technical Support
- Operational Efficiency
- Team building
- Analytical Skills
- Data Recovery
- Excel Functions
- Database Management
- Data Storytelling
- Attention to Detail
- Project Management
- Customer Relations
Certification
Timeline
Specialist
Apple
07.2024 - Current
Senior Communications Specialist
Amazon
08.2022 - 06.2024
HR Partner
Amazon
06.2019 - 07.2022
Customer Service Representative
Ready Jet
01.2018 - 05.2019
Mobile and Mac Basic Certifications - Grow Your Own Genius
Technical Specialist Foundations Training
Associate of Arts - Business Administration And Management
University of Louisville
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