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Firdous Majeed  Lone, SDS Associate

Firdous Majeed Lone

SDS Associate·Amazon

India

Master's degree, Public Administration

Work experience

Total years of experience: 3 years, 2 months

SDS Associate

April 2025 - November 2025

Amazon

New Delhi, India Remote

April 2025 - November 2025

• Provided operational and technical support via phone, chat, and email, ensuring
smooth delivery and logistics workflows.
• Provided application and account support, assisting users with app navigation,
feature-related queries, login issues, access problems, and basic technical
troubleshooting.
• Resolved customer and delivery partner queries with empathy and professionalism,
achieving strong first-contact resolution. Troubleshoot delivery delays, shipment
discrepancies, routing issues, and account-level concerns.
• Collaborated with teams across NA, EMEA, and APAC to resolve escalations within
SLA timelines.
• Maintained strict compliance with data security, quality standards, and performance
metrics including CSAT, AHT, and QA

Company industry:
Internet & E-commerce
Job role:
Information Technology

Sr.Process Associate

September 2024 - May 2025

Cognizant

Gurgaon, India

September 2024 - May 2025

• Delivered high-quality multi-channel customer support (call, chat, email) to users
across NA, EMEA and APAC
• Supported Google Play users across multiple time zones, delivering high-quality
customer assistance.
• Troubleshoot app-related issues including installation failures, crashes, performance
problems, and device compatibility errors.
• Managed in-app purchase issues, Google Play balance queries, gift card redemption
errors, and account-linked payment failures.
• Reviewed and processed chargeback-related cases, analysed transaction logs,
verified user claims, and followed defined workflows to support dispute resolution.
• Consistently met or exceeded CSAT, Quality, SLA, and productivity targets
maintaining strong performance during high-volume periods.
• Performed KYC-related checks, account validations, and security screening as
required, ensuring compliance with Googles global policies.
• Coordinated with global technical, policy, and engineering teams to resolve
escalations efficiently.
• Performed KYC-related checks, account validations, and security screening as
required, ensuring compliance with Googles global policies.

Company industry:
IT Services
Job role:
Accounting and Auditing

Sr. Recruitment Associate

January 2024 - July 2024

Cynet Health

Gurgaon, India

January 2024 - July 2024

• Managed full-cycle recruitment and onboarding for 25+ nurses and allied healthcare
professionals supporting US healthcare clients.
• Screened resumes, conducted initial telephonic assessments, and coordinated
• Interview scheduling with hiring managers.
• Handled credentialing, compliance documentation, and contract processing in line with US
healthcare regulatory requirements.
• Maintained high levels of data accuracy across ATS and internal HR systems.
• Delivered a positive candidate experience through timely communication, feedback, and
follow-ups.
• Prepared and shared weekly recruitment reports and hiring analytics with managers and
leadership.
• Operated effectively in a fast-paced environment, managing multiple requisitions
simultaneously.

Company industry:
Recruitment & Employee Placement Agency
Job role:
Human Resources and Recruitment

Recruitment Consultant

June 2023 - December 2023

ICG Medical

Gurgaon, India

June 2023 - December 2023

• Conducted high-volume phone, email, and messaging communication with healthcare
professionals across the UK for medical staffing.
• Coordinated booking, rescheduling, and cancellation of shifts across multiple UK hospitals.
• Managed timesheet verification, atendance tracking, and payment coordination, ensuring
payroll accuracy.
• Tracked candidate availability and scheduled professionals for future rosters.
• Worked with travel nurses across multiple specialities, supporting placement and shift
Allocation.
• Maintained accurate CRM records while ensuring confidentiality and compliance with UK
healthcare standards.
• Managed urgent staffing requests and last-minute changes in a fast-paced recruitment
environment

Company industry:
Other Healthcare Services
Job role:
Human Resources and Recruitment

Talent Sourcer

September 2022 - June 2023

Excelgens

Gurgaon, India

September 2022 - June 2023

• Sourced and screened candidates across multiple job boards for IT and non-IT roles,
ensuring alignment with client requirements.
• Conducted initial candidate interviews, evaluated skills and experience, and submited
qualified profiles to hiring managers.
• Developed expertise in US tax and employment terms including C2C, W2, and 1099,
ensuring compliance and accurate resource allocation.
• Utilized LinkedIn Recruiter and advanced search techniques to identify, atract, and engage
top talent.
• Maintained candidate data, tracked hiring progress, and supported end-to-end recruitment
activities.

Company industry:
Human Resources Outsourcing
Job role:
Human Resources and Recruitment

Education

Indira Gandhi National Open University

March 2024

March 2024

Master's degree, Public Administration

India

University Of Kashmir

January 2022

January 2022

Bachelor's degree, Arts And Humanities

India

Skills

CASE MANAGEMENT
Intermediate
CASE MANAGEMENT
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
COMPUTER SECURITY AWARENESS TRAINING
Intermediate
COMPUTER SECURITY AWARENESS TRAINING
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
EMPATHY
Intermediate
EMPATHY
Intermediate
PROBLEM SOLVING
Intermediate
PROBLEM SOLVING
Intermediate
PUBLIC ADMINISTRATION
Intermediate
PUBLIC ADMINISTRATION
Intermediate
RETAIL SALES
Intermediate
RETAIL SALES
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
TECHNICAL SUPPORT
Intermediate
TECHNICAL SUPPORT
Intermediate

Languages

English
Beginner
Urdu
Beginner
Hindi
Beginner

Hobbies

  • Travelling