Shifa Arshia Mohammed
Summary
- Academic Excellence: Consistently ranked at the top of the class in both BCom (Computer) and MBA (Finance and Business Analytics) programs, demonstrating strong analytical and leadership skills.
- Professional Growth at Amazon: Rapidly promoted from Support Ops Specialist to Machine Learning Support within one year, showcasing adaptability, problem-solving abilities, and technical expertise in AI-driven solutions.
- Published Research & Thought Leadership: Authored research papers on "Factors Influencing Absenteeism in Call Centres" and "Region-wise Growth of Venture Capital in India," both published in reputable journals.
- Leadership in Campus & Industry Events: Coordinated major university management events (Espirit de Corps, Corporate Roadies) and secured the First Runner-Up position in the Young Manager Event at Aristotle PG College.
- Industry & Conference Participation: Actively engaged in industry and academic conferences, including the 3rd National FINTECH Conference and HR conferences, while visiting prominent organizations like Larsen & Toubro for industrial exposure.
Overview
3
3
years of professional experience
Work History
SUPPORT OPS SPECIALIST
Amazon Development Centre
04.2021 - 07.2022
- Handled high-volume customer inquiries: Managed up to 100+ tickets daily with a 95% resolution rate, ensuring customer satisfaction and swift issue resolution.
- Optimized processes: Streamlined support workflows, reducing average resolution time by 20% through process improvements and collaboration with cross-functional teams.
- Data-driven insights: Analyzed support data to identify trends, presenting actionable recommendations that improved customer satisfaction scores by 10%.
- Escalation management: Resolved high-priority escalations by coordinating with internal teams, reducing escalated cases by 15%.
- SLA adherence: Consistently exceeded Service Level Agreement (SLA) targets, maintaining a 98% on-time resolution rate.
- The first 10 months of my employment at Amazon were spent as an Investigation Specialist (L3), and the latter two months were spent as a Machine Learning Data Associate II
- The nature of my work comprises a thorough examination of any missing units that a seller has shipped, as well as reimbursing under the associates approval maximum of $5,000
Business Development Intern
Renaud Financial Consultancy Services Private Limited
05.2019 - 08.2019
- Managed all financial aspects of the business and effectively managed client's budgets
- Managed front-end and back-end development in the company's Portfolio Analyst, Employee Track, and Account Management systems
- Oversaw all aspects of design and development, and offered design solutions when necessary
- Lead and conducted in depth analysis of business performance versus business goals
- Oversaw sales, marketing, and business development goals
- Ensured the development of new business by fostering strong working relationships within the community
- Managed CRM database, ensuring accurate tracking of prospects through the sales funnel for better conversion rates.
- Assisted in formulating corporate strategy based on market dynamics, customer requirements, and industry trends analysis.
Education
MBA - Business Analytics
University of New Haven
Connecticut12.2024
MBA - Finance
Koneru Lakshmaiah University
09.2020
Bachelor of Science - Computers
Spoorthy Degree & PG College (Osmania University)
06.2017
Skills
- Customer Service
- Adaptability
- Ability to Work in a Team
- Ability to Work Under Pressure
- Microsoft Office
- Microsoft Excel
- SAP (FICO)
- Tally ERP 9
- AWS Cloud
- Salesforce(CRM)
- Tableau(BI)
- Figma
Websites
Accomplishments
- Received certificate of merit in Academics and silver medal as an appreciation for being in top 2nd.
- Received Merit certificates for best performance in subjects Financial Management, Managerial Economics, Marketing Management and Principles of Management.
- Unified State and National level rank 72 and 496 respectively in 2010 in Eduheal Foundation Interactive Olympiad.
- Was awarded silver medal for consistent quality and Q.A score in resolving cases.
Publicationsconferencesindustrialexposure
- Presented and published paper "Factors influencing Absenteeism in Call Centre" in UGC journal
- Presented the Research paper on "Region-wise growth of Venture capital in India."
Projects
Have done Mini project on "Futures and Options". Have done project on "Financial Ratios and Leverages". Worked in pilot batch for launch of Beacon testing tool during the tenure in Amazon.
Timeline
SUPPORT OPS SPECIALIST
Amazon Development Centre
04.2021 - 07.2022
Business Development Intern
Renaud Financial Consultancy Services Private Limited
05.2019 - 08.2019
MBA - Business Analytics
University of New Haven
MBA - Finance
Koneru Lakshmaiah University
Bachelor of Science - Computers
Spoorthy Degree & PG College (Osmania University)