Mohammad Furqan Ahmad

Consistently maintained 98% audit accuracy over twelve months, strictly adhering to SOPs and quality standards. Led a 12-member team, slashing QA errors by 27% via RCA-driven training and structured upskilling plans. Lowered recurring defects by 15% utilizing robust root cause analysis (Pareto, Fishbone, 5-Why) methods. Collaborated cross-functionally to implement corrective and preventive actions targeting identified root causes. Boosted process readiness and audit efficiency by developing and implementing a comprehensive QA framework. Skillfully coordinated resources and managed dynamic project assignments across teams for timely task completion. Elevated First Pass Quality from 95.75% to 99.20% within three months through targeted process improvements. Developed Power BI dashboards, improving KPI visibility and enabling 20% faster quality review decisions. Served as the primary contact point, resolving 95% of quality escalations within SLA to minimize disruptions.

Successfully directed a 20-member team through the complex and timely launch of the Amazon.ae platform. Ensured all critical project deadlines were met consistently during the demanding Amazon.ae marketplace launch phase. Achieved all established key performance indicators vital for the successful introduction of the Amazon.ae service. Trained and effectively supported over 120 new associates across more than eight distinct onboarding batches. Guaranteed one hundred percent production readiness for all new team members transitioning into live operations. Implemented strategic corrective actions addressing identified issues, which visibly improved agent accuracy by 18 percent. Reduced team AHT substantially from 27.45 to 16.80 minutes within just six weeks, demonstrating clear efficiency gains.

Consistently maintained high quality standards, achieving a Quality Score metric exceeding 95 percent. Attained a strong 90 percent First Contact Resolution rate, ensuring customer issues were addressed quickly and effectively. Delivered exceptional customer satisfaction, sustaining an average CSAT rating of 4.7 out of five. Provided comprehensive end-to-end support for customer accounts, ensuring consistent, high-quality service delivery. Proactively resolved complex customer issues that required in-depth analysis and expert problem-solving skills application. Effectively managed and resolved high-priority escalations while strictly following defined company policies and procedures. Reduced the average customer resolution time by 15 percent by implementing more efficient issue handling processes. Ensured full compliance with all relevant Amazon policies, diligently safeguarding customer and business integrity. Analyzed key account metrics, providing valuable insights that significantly helped enhance overall vendor performance. Delivered recommendations based on data analysis, contributing directly to improved customer satisfaction levels.

Led all procurement processes, including effective inventory planning and critical supplier negotiations. Achieved cost-effective purchasing outcomes through strategic negotiation and proficient vendor relationship management. Managed all aspects of shipment coordination, facilitating smooth logistics for eCommerce fulfillment operations. Oversaw crucial product sourcing activities to maintain optimal inventory levels and ensure consistent product availability. Managed daily operations for the eCommerce fulfillment division, ensuring all processes ran efficiently under supervision. Maintained accurate and compliant financial records essential for business reporting and thorough audit readiness. Successfully managed all vendor contracts, ensuring strict adherence to terms and alignment with business objectives. Reduced stockouts by 20 percent through strategic inventory planning improvements and coordinated supply chain efforts. Enhanced overall order accuracy by streamlining key supply chain processes and implementing stronger control measures. Contributed to achieving broader business objectives by fully meeting administrative and operational compliance standards.