Zeyaur Rahman

About Zeyaur Rahman

Have a distinct track record of setting up and scaling teams both in terms of Headcount as well as value creation in the domains of E-Commerce and Telecom across the three channels of Voice, Chat & Email with target customers spread across NA, EU and FE. Have demonstrated skills of people management, talent acquisition and development and optimal capacity creation and utilization through my tenure. • Have the required hustle to operate in high velocity environment coupled with structured thought process to come up with cost and time effective methods of problem solving. Adept in ascertaining needs and goals, streamlining operations and envisioning new concepts. Prudent, disciplined & self motivated with excellent interpersonal, communication & organizational skills with proven abilities in team management, customer relationship management & effective crisis management. • Effective and Accountable in High-Profile Executive Roles: Overcome complex business challenges and make high-stakes decisions using experience-backed judgment, strong work ethics and irreproachable integrity. Respected as a proponent of empowerment and accountability.I look for opportunities that involve usage of these skills, trigger acquisition of new skills and pose engaging challenges.

Experience

1. Senior Manager, Process Excellence & Improvement

   Amazon

   Sep 2022 — Present · Hyderabad, IN

   Senior Leader for Registration and Compliance Organization spread across 18 sites globally. I lead: a) Process Excellence Team (ACES) that has a charter to i) reduce operating cost by deploying Lean and 6Sigma principles ii) measure and improve Process Cycle Efficiency drive Kaizens and lean initiatives to improve customer experience v) work with partner teams to drive automation.b) Robotic Process Automation (RPA) team works to reduce process flows to binary steps allowing bots to action the tasks or delay the entry point of human judgement. The goal is to i) increase efficiency and consistent quality of action through tireless bots ii) reduce operational cost.c) Global Advisor Program (GAP) team i) encourages frontline members to explore resources before reaching out for help ii) direct them to where the required information is available exploit data to identify patterns of assistance requirement iv) frontload capsules in training modules and ramp v) automate support overheads to reduce operational cost.d) Repeat Contact Management team proactively identifies and helps well intentioned sellers unable to get assistance after multiple attempts. The team also identifies failure points across people, process and systems and partners with upstream teams to fix gaps.Till May \'24 I also lead: a) Seller Experience team focused on creating frameworks to measure seller experience and use the data to enhance SX. The team ideates and implements mechanisms to eliminate seller friction, reducing the time to onboard and being a catalyst for seller success - without diluting deterrence for bad actors.b) Quality Transformation Team which is tasked to i) ensure regulatory compliance ii) prevent money laundering on the platform, screening of suspicious individuals and entities iv) operationalize KYC charter v) devise and execute audit strategy to bubble up deviations vi) lead programmatic interventions for improving manual quality output.

Education

• Jawaharlal Nehru Vishvavidyalaya

  Bachelor of Arts (B.A.), German Language

• St Paul's School, Begusarai

  I.Sc, Science

  1982 — 1996

• Jawaharlal Nehru Vishvavidyalaya

  Master of Arts (MA), German Literature

Skills

• Six Sigma/Lean Management
• Service Delivery
• Customer Satisfaction
• Capacity Utilization
• Vendor Management
• Business Process Outsourcing (Bpo)
• Management
• Customer Relationship Management
• People Management & Development
• Transition Management
• Project Management
• People Management
• Committed to Customer Satisfaction
• Performance Management
• Crm
• Risk Management
• Team Management
• Fraud Detection
• Business Strategy
• Customer Relationship Management (Crm)
• Operations Management
• Kpi/Sla Management
• Process Improvement
• Process Management
• Business Process Improvement
• Quality Assurance
• Bpo
• Outsourcing
• Change Management
• Team Leadership
• Leadership
• Capacity Planning
• Call Centers
• Knowledge Management
• Resources Optimization
• Strategy
• E-Commerce
• Compliance Adherance
• Capacity Building
• Telecommunications