Zakiyyah Muhammad
West Windsor
Summary
Operations and customer service leader with over 10 years of experience in high-volume environments. Expertise in driving quality and safety initiatives, optimizing performance, and fostering a customer-centric culture. Strong background in people management, training, and continuous improvement.
Overview
14
14
years of professional experience
Work History
Site Customer Service Lead
Amazon.com, Inc.
03.2025 - Current
- Lead daily site operations while modeling customer-focused behaviors and service standards
- Serve as escalation point for customer and associate issues, driving timely resolution
- Partner with management to maintain safety, quality, and operational standards
- Identify operational trends, barriers, and improvement opportunities
- Support a strong site culture in a fast-paced, ambiguous environment
- Order supplies for site
Yard Marshall / Shift Supervisor
Amazon.com, Inc.
09.2022 - 03.2025
- Supervised shift operations, staffing, and labor hours for projected volume
- Tracked and reported performance metrics, ATS, and labor utilization
- Coached associates on safety, quality, and productivity expectations
- Ensured SOP compliance and addressed operational and safety risks
- Provided vacation coverage for Area Managers and supported leadership continuity
Dealer Business Licensing
NJMVC
Trenton
07.2023 - 01.2024
- Processed vehicle registration applications with precision and efficiency.
- Maintained current knowledge of state regulations and policies.
- Provided technical and regulatory support to customers regarding application statuses via phone, email, and fax.
- Reviewed business license applications for dealerships, autobody shops, driving schools, and instructors.
- Analyzed driver license records and judgments to assess applicant eligibility.
- Assisted field investigators by researching records in MVC database and temporary tag system.
- Updated BLS tracking system with accurate customer interaction records.
- Escalated processing issues to management to ensure timely resolution.
Logistics Dispatch / Shift Assistant
Amazon.com, Inc.
09.2020 - 09.2022
- Managed staffing, onboarding, training, and shift performance tracking
- Oversaw logistics execution to ensure on-time dispatch and delivery performance
- Monitored driver performance, escalated risks, and implemented mitigation plans
- Supervised load-out quality and third-party contractor performance
- Served as Interim Area Manager, providing full operational oversight
Learning Trainer
Amazon.com, Inc.
01.2016 - 09.2020
- Lead training programs for associates, drivers, and managers across multiple sites
- Assessed training needs and delivered onboarding, retraining, and skill development
- Conducted learning audits and reported results to operations leadership
- Developed ambassadors and trainers to support scalable learning initiatives
- Drove continuous improvement in training effectiveness, safety, and quality
- New Hire orientation POC.
Human Resources Operations Administrator
Amazon.com, Inc.
02.2019 - 11.2019
- Analyzed people metrics including attendance, labor hours, and timekeeping
- Supported managers with reporting, investigations, and HR initiatives
- Resolved system exceptions and employee inquiries
- Support associates initiating LOA reviewing documents for RTW
- Executed administrative tasks such as filing documents, ordering supplies.
- Onboarding.
Process Assistant | Inventory Control & Quality Analyst | ICQA Associate
Amazon.com, Inc.
01.2014 - 01.2016
- Supported daily department operations, labor allocation, and reporting
- Ensured inventory accuracy, conducted audits, and resolved discrepancies
- Contributed to SOP improvements and quality initiatives
Security Guard
Allied Barton
01.2012 - 01.2015
- Responded to emergencies, conducted safety patrols, and monitored CCTV
Loss Prevention / Quality Associate
RadioShack
01.2012 - 01.2015
- Investigated inventory loss to identify root causes, resolved customer issues to enhance satisfaction, and supported store operations to maintain efficiency
Education
Some College (No Degree) - Human Resources Management
Thomas Edison State University
Trenton, NJSkills
Operations and site leadership
Customer service and support
Customer experience management
People management and coaching
Quality assurance and compliance
Performance metrics analysis
Process improvement
Training and development
Resource planning
Multi-channel support
Escalation management
Ticketing system oversight
Scheduling coordination
Troubleshooting assistance
Workflow prioritization
Onboarding POC
Timeline
Site Customer Service Lead
Amazon.com, Inc.
03.2025 - Current
Dealer Business Licensing
NJMVC
07.2023 - 01.2024
Yard Marshall / Shift Supervisor
Amazon.com, Inc.
09.2022 - 03.2025
Logistics Dispatch / Shift Assistant
Amazon.com, Inc.
09.2020 - 09.2022
Human Resources Operations Administrator
Amazon.com, Inc.
02.2019 - 11.2019
Learning Trainer
Amazon.com, Inc.
01.2016 - 09.2020
Process Assistant | Inventory Control & Quality Analyst | ICQA Associate
Amazon.com, Inc.
01.2014 - 01.2016
Security Guard
Allied Barton
01.2012 - 01.2015
Loss Prevention / Quality Associate
RadioShack
01.2012 - 01.2015
Some College (No Degree) - Human Resources Management
Thomas Edison State University