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Syed Najamuddin, Team Lead

Syed Najamuddin

Team Lead·Amazon

India

Bachelor's degree, Economics And Political Science

Work experience

Total years of experience: 9 years, 10 months

Team Lead

July 2023 - November 2025

Amazon

Hyderabad, India

July 2023 - November 2025

Team management role focusing on engagement and satisfaction
+ Managed a team of 20-24 people driving customer satisfaction
« Created a positive work environment and motivated team members
« Provided guidance and coaching to reach full potential
« Consistently exceeded metrics like FCR, ACHT, PRR as a team
Company industry:
Internet & E-commerce
Job role:
Information Technology

Staffing Administrator (A)

June 2024 - November 2024

Amazon

Hyderabad, India

June 2024 - November 2024

Role focusing on staffing and recruitment excellence
« Contributed to the development of proprietary assessment software
+ Led end-to-end High Volume Hiring at Amazon
+ Recognized for a people-first mindset and operational excellence
Company industry:
Internet & E-commerce
Job role:
Human Resources and Recruitment

Better Business Bureau Specialist

June 2021 - June 2023

Amazon

Hyderabad, India

June 2021 - June 2023

Specialized case management at Better Business Bureau
« Specialized in resolving complex and sensitive cases submitted on Better
Business Bureau
« Achieved a 98% positive closure rate
« Handled escalations beyond Executive level
« Successfully resolved more than 2000 cases
Company industry:
Internet & E-commerce

Resolution Lead

August 2020 - June 2021

Amazon

Hyderabad, India

August 2020 - June 2021

Resolution lead in customer service
+ Provided real-time support to Customer service associates with complex
issues
« Resolved 90% escalations at First Contact, improving FCR by 15-20%
+ Acted as Subject-matter expert for tools and policy exceptions
Company industry:
Internet & E-commerce
Job role:
Customer Service and Call Center

D2AS Sales and Technical Support

June 2019 - July 2020

Amazon

Hyderabad, India

June 2019 - July 2020

« Managed sales and customer support for Amazon devices including Kindle,
Echo (Alexa-enabled devices), Fire TV, and related digital services.
« Promoted and assisted customers with subscriptions such as Prime
memberships, Games & Software Downloads, Kindle ebook subscriptions and
other device-related service plans.
= Assisted customers In product selection based on requirements, improving
customer satisfaction and conversion rates.
= Resolved technical and post-purchase issues through effective troubleshooting
and support.
Company industry:
Internet & E-commerce

Customer Service Associate

July 2018 - September 2019

Amazon

Hyderabad, India

July 2018 - September 2019

Customer service department handling UK market calls
« Handled 60-80 inbound customer calls per shift for the UK market
« Consistently aced key performance metrics like Call Handling Time (CHT)
within target
+ Achieved Positive Resolution Rate (PRR) above 90%
+ Reduced Repeat Contacts by 20%
Company industry:
Internet & E-commerce
Job role:
Customer Service and Call Center

Sales Executive

November 2014 - March 2017

Sony India Pvt. Ltd.

Hyderabad, India

November 2014 - March 2017

« Promoted and sold Sony products including Bravia Televisions, Smartphones,
Home Theater Systems & Playstation Consoles.
« Outperformed competing brands such as Samsung, Apple, LG etc. though
strategic product positioning and customer engagement.
= Consistently met and exceeded sales targets by understanding customer
needs.
« Built better customer relationships through effective after-sales support and
service coordination.
Company industry:
Sales Outsourcing
Job role:
Sales

Education

Osmania University

July 2025

July 2025

Bachelor's degree, Economics And Political Science

India

Skills

Stakeholder Engagement
Expert
Stakeholder Engagement
Expert
Hiring
Expert
Hiring
Expert
Training and Development
Expert
Training and Development
Expert
Customer Service
Expert
Customer Service
Expert
Conflict Resolution
Expert
Conflict Resolution
Expert
CASE MANAGEMENT
Intermediate
CASE MANAGEMENT
Intermediate
COACHING
Intermediate
COACHING
Intermediate
CONFLICT RESOLUTION
Intermediate
CONFLICT RESOLUTION
Intermediate
COORDINATING
Intermediate
COORDINATING
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
EMPLOYEE SATISFACTION
Intermediate
EMPLOYEE SATISFACTION
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
STRATEGIC THINKING
Intermediate
STRATEGIC THINKING
Intermediate
TEAM MANAGEMENT
Intermediate
TEAM MANAGEMENT
Intermediate
Writing
Expert
Writing
Expert
Communication
Expert
Communication
Expert
Creative thinking
Expert
Creative thinking
Expert
ESCALATION MANAGEMENT
Intermediate
ESCALATION MANAGEMENT
Intermediate
MICROSOFT EXCEL
Intermediate
MICROSOFT EXCEL
Intermediate
QUALITY ASSURANCE
Intermediate
QUALITY ASSURANCE
Intermediate
STAKEHOLDER ENGAGEMENT
Intermediate
STAKEHOLDER ENGAGEMENT
Intermediate

Social profiles

Languages

English

Expert

Hindi

Beginner

Telugu

Beginner

Hobbies and interests

travel
reading
personal growth through
Engaging in community service
Hobbies
Volunteering
Engaging in community service and personal growth through reading and travel
Reading, Travelling