MOHAMMED OMER KHAN
Customer Support Associate
Dubai,DU
Summary
Dynamic technical support professional with over 4 years of experience at Amazon Development Centre India, specializing in system troubleshooting, locker management, and customer support. Proven ability in reducing downtime through remote diagnostics, reboot actions, and proactive issue handling. Strong knowledge of CCNA concepts, networking fundamentals, and ticketing systems. Adept at managing escalations and ensuring high customer satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
3
3
Languages
Work History
Senior Associate
Amazon development centre India p.v.t. L.t.d
07.2020 - 05.2025
- Managed voice and non-voice support operations, handling 50–70+ tickets and calls per day while maintaining SLA compliance.
- Provided end-to-end support to customers and delivery drivers, resolving issues related to smart locker access, timeouts, jams, and system errors.
- Performed remote troubleshooting, rebooting, and resetting of IoT-based locker systems, ensuring minimal downtime.
- Acted as a Subject Matter Expert (SME), mentoring over 10 newly hired agents, improving team productivity, and resolution accuracy.
- Created and analyzed performance, productivity, and quality audit reports, contributing to continuous process improvement.
- Achieved high customer satisfaction scores (CSAT) through effective communication and first-contact resolution.
Jr. Accountant.
Fresh and Frozen Food Tech.
07.2017 - 01.2021
- Responsibility to handle the receivables and payables.
- Preparing the vendor payment, and reviewing the purchase invoice.
- Review purchase stock bills and update them into the ERP.
- Auditing of factory stock and Preparing sales invoices and receipt vouchers, regularly outstanding statements, and following up with the customer.
- Handling the petty cash.
- Data entry into the ERP system.
- Prepared monthly bank reconciliation statements.
- Preparing monthly finished goods reports and sales return reports on a monthly basis.
- Involvement in day-to-day accounting activities of the factory.
- Assist the whole team and other departments with accounts issues and queries.
Education
B. Com - Accounts & Commerce
S.D. Signodia College of Arts & Commerce
India06.2017
Intermediate - M.P.C (Mathematics, Physics, and Chemistry)
Ideal Jr. College
India05.2013
Skills
Proficient in router and switch configuration
Ms Office (Ms word, Ms Excel, Ms power point)
Troubleshooting, Technical Problem Solving, Ticketing & Escalation Handling
Team leadership
Performance monitoring
Finance
Tally ERP9
Transaction processing
Client relationship management
Bookkeeping
Inventory management
Account reconciliation
Certification
Indian Driving License.
CONCLUSION
I hereby declare that the above furnished details are correct & true to the best of my knowledge and belief.
PERSONAL DETAILS
- Date / Place of Birth : 24/April/1992 / Hyderabad, India.
- Religion : Islam
- Nationality : Indian
- Passport Number : S0724324
- Visa Status : Visit Visa
Timeline
Senior Associate
Amazon development centre India p.v.t. L.t.d
07.2020 - 05.2025
Jr. Accountant.
Fresh and Frozen Food Tech.
07.2017 - 01.2021
Intermediate - M.P.C (Mathematics, Physics, and Chemistry)
Ideal Jr. College
B. Com - Accounts & Commerce
S.D. Signodia College of Arts & Commerce