Fazil Khaan
Vancouver,Canada
Summary
Logical Subject Matter Expert manages day-to-day operations of business by identifying customer needs and creating effective business plans. Directs projects to improve efficiency and stay in line with budget requirements. Dynamic leader dedicated to contributing ideas and developing successful company processes. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Key Holder Retail Operation, Floor Supervisor
Ice Breaker
Canada
05.2023 - Current
- Supervised bank deposits and security procedures to support store opening and closing.
- Collaborated with management to determine key tasks and delegate to staff members.
- Promoted service and selling culture to exceed customer expectations and build loyal consumer relationships.
- Facilitated and developed lasting relationships with clients to increase client retention.
- Developed extensive product knowledge, growing revenue and building consumer base.
- Reconciled daily sales receipts against cash drawer for accuracy.
- Conducted regular audits on store supplies to maintain adequate inventory levels.
- Trained new employees on store policies and procedures.
- Handled customer complaints and resolved issues professionally.
- Fostered a positive work environment to encourage teamwork.
Subject Matter Expert Operations
Onsurity
India
06.2021 - 12.2023
- Identified KPI's and guided team members on refining procedures to improve outcomes.
- Led analysis of key production metrics to develop executive summaries and suggest procedural modifications for productivity optimization.
- Drafted technical documents, such as user manuals and training materials, to ensure accuracy of content.
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Researched emerging technologies in order to develop innovative solutions that addressed business needs.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
- Streamlined operations through continuous process improvement initiatives.
- Lead contract negotiations with vendors and suppliers.
- Collaborated with stakeholders on strategic planning initiatives.
- Participated in strategic planning sessions focused on improving overall business operations through enhancing the customer journey.
- Monitored team performance against established benchmarks in order to maximize productivity levels.
Resolution Specialist
Amazon
India & North America
06.2017 - 07.2020
- Advised senior management on best practices for resolving complex customer service disputes.
- Analyzed customer data to identify patterns of behavior or trends in order to anticipate potential problems and develop solutions.
- Performed quality assurance reviews on final resolutions prior to communicating them back to customers or other stakeholders involved in the dispute process.
- Maintained up-to-date knowledge on company products, services as well as relevant industry regulations impacting service delivery standards, requirements.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Monitored phone calls to provide feedback and coaching.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
Education
MBA -
University Canada West
09.2025
B. Sc Information Technology -
Kg College of Arts and Science
05.2017
Skills
- Strategic Planning
- Customer Retention
- Business Development
- Training programs
- Pipeline Development
- Stakeholder Management
- CRM Software
- Sales proficiency
- Cross-Functional Collaboration
- Operations Management
- Case Management
Accomplishments
- Initiated and successfully overview a project with regards to decreasing invalid Scos Tickets in network level with increases 5% of site level business
- Held Resolution Specialist and acted as a Dart for escalation Calls
- As a Subject Matter Expertise, successfully accomplished various ticket resolving and mining projects
- Collaborated cross-functionally with multiple department teams to develop and standardize comprehensive process documentation in preparation for ISO compliance audits
- Won, Amazon Best Performer award for the year 2018
- Took ownership to escalate the issues and resolve the issues related to the process and promotions during peak sale days
- Top ABS ( Average Basket selling ) for the quarter
- Maintaining best UPT( Unit per transaction) for the quarter
Roles And Responsibilities
- People Management
- Maintaining Service quality for the customers escalations using analytics skills and negotiations
- Ensuring Service level management, handling high call volumes, customer satisfaction with frugality and resilience
- Taking responsibilities during team huddle discussions, Amazon Friends communities, and support peers with process knowledge sharing
- Handling Customers escalation calls when team members need assistance and follow up with multiple teams until the issues are resolved
- Handling a team, auditing the escalations calls and validating team metrics to ensure customer satisfaction and retention
- Ensure team met SLA's for the assigned tickets on daily basis
- Held key responsible role in process and operations development
- Lead and drive high performance standards among all associates, setting clear expectations and reinforcing accountability
- Implementing and maintaining company's merchandising direction to optimize business and bring the product story to life
- Lead the focus on delivering emotionally engaging customer experiences while executing sales strategies
- Maintain and enforce policies and procedures, incorporating asset protection and safety messages into daily operations
Affiliations
- Passionate toward sports, photography, travel.
Languages
English
Professional
Hindi
Limited
Tamil
Professional
Urdu
Full Professional
Certification
- Master in Microsoft Excel.
- Foundation: Building AI powered Apps.
- Fundamentals of SQL.
- Scrum Masters.
Timeline
Key Holder Retail Operation, Floor Supervisor
Ice Breaker
05.2023 - Current
Subject Matter Expert Operations
Onsurity
06.2021 - 12.2023
Resolution Specialist
Amazon
06.2017 - 07.2020
MBA -
University Canada West
B. Sc Information Technology -
Kg College of Arts and Science
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