Mohsin Arfat

• Reduced support case resolution time by 46% via Looker dashboard tracking and alert system.
• Built kanban dashboards to track throughput and cycle time, reducing ticket backlog by 12-15%.
• Created Excel dashboards to track engineering budgets, vendor expenditures, and support quarterly
leadership reviews.
• Developed weekly reports and forecasts using AWS and Azure tools to optimize cloud costs and provide
strategic insights for engineering and cloud hosting stakeholders.
• Administered Jira projects, led workflow improvements, and implemented automation for DoD compliance.
• Integrated Salesforce with Jira to streamline support case management, automated SLA assignments, and
ensured bidirectional sync for improved transparency with customers.
• Spearheaded AI Governance project; designed Smartsheet workflow to manage AI tool procurement &
usage.
• Developed a centralized Airtable system for 400+ vendors and 900+ POs, integrating Excel/Smartsheet data.
• Created an Airtable system with 30+ automations to manage engineering team data, featuring user-friendly
interfaces for secure, backend-safe updates.
• Enabled procurement form automation using AI in Zip HQ, enhancing speed and user adoption.
• Oversaw $8.9M in software/service purchases; led weekly cross-functional procurement syncs.
• Developed Promapp replacement using SharePoint, Power Automate & Power BI (~$50K/year savings).

• Leading a team of 12, by closely monitoring the performance metrics, conducted quality audits on counterfeit
products, and removed approximately 2M from Amazon catalog across multiple regions.
• Retrieved weekly team audit data using QuickSight and SQL; reduced training effort with guides/SOPs and
led calibration calls as SME.
• Implemented monthly PKTs to boost process knowledge and created detailed weekly, monthly, and quarterly
reports using SQL with data from QuickSight and Hubble.
• Developed Audit and Productivity Dashboards using QuickSight and EDX. These dashboards automated the
calculation of productivity, quality, and precision for the team.
• Handled global brand escalations by conducting root cause analysis, providing clear communication and
solutions, which reduced issue recurrence and improved team performance.

• Identified and successfully removed approximately 5 million counterfeit products from Amazons
marketplace worldwide, while adhering to internal SOPs.
• Generated weekly performance reports with key insights and quality metrics; shared weekly Quality Tips to
support effective time management.
• Conducted live trainings for new hires and maintained documentation for knowledge transfer; mentored
associates to improve performance and process understanding.