Mohammed Abdul Zaid
Summary
Highly skilled Escalation Specialist with wide-ranging experience in customer issue resolution, strategic problem-solving and team leadership. Strong ability to facilitate communication between clients and technical teams, ensuring prompt resolution of complex issues while maintaining high levels of client satisfaction.
Overview
5
5
years of professional experience
Work History
Executive Escalation Specialist (Level 4)
Amazon Development Center
10.2017 - 12.2022
- Resolved Customer Trust Escalations related to Amazon Brand, data regulation, and privacy concerns
- Conducted tech investigations to identify root causes and restore customer trust
- Supported managers with senior inquiries, owning the investigation from start to end
- Collaborated with different teams to improve processes and enhance customer experience
- Acted as SME (Subject Matter Expert) as per business requirements
- Directly contacted customers for data gathering, troubleshooting, and case resolution
- Effectively communicated with internal and external customers.
Real Time Analyst (Level 3)
Amazon Development Center
- Ensured Service Level Agreement (SLA) targets were met
- Responded to queries and requests from the operations team within Turn Around Time (TAT)
- Tracked and requested Root Cause Analyses (RCA) for incidents
- Prepared interval level analysis reports for senior management
- Maintained and updated records of daily actions
- Escalated queries/problems to business owners and stakeholders.
Customer Service Associate (Level 2)
Amazon Development Center
- Responded to customer support requests via email and live chat
- Acted as SME for various teams, supporting new hires with process and communication-related queries
- Participated in Away Team Assignment at the New Delhi site (Del18) for 6 months
- Conducted audits on agent-handled contacts to ensure adherence to guidelines and SOPs
- Assisted the training team with refresher training sessions.
Education
MBA - Management Information Systems
Concordia University
Wisconsin, USA12-2025
Bachelor of Commerce - Computers
Osmania University
Skills
- Complaint Handling
- De-Escalation Techniques
- Spreadsheet tracking
- Reporting and documentation
- Collections Management
- Complaint Investigation
Accomplishments
- Won International Debate Championship at JNTU Hyderabad, India
- Two-time winner of National Debate Championship at Badruka College and IPE. Hyderabad, India
Personal Information
- Date of Birth: 09/05/93
- Nationality: Indian
- Marital Status: Married
Timeline
Executive Escalation Specialist (Level 4)
Amazon Development Center
10.2017 - 12.2022
Real Time Analyst (Level 3)
Amazon Development Center
Customer Service Associate (Level 2)
Amazon Development Center
MBA - Management Information Systems
Concordia University
Bachelor of Commerce - Computers
Osmania University