Atif Usmani

Customer-centric operations expert with over 3 years of experience at Accenture and Amazon in live chat support, SLA-based environments, and process-oriented positions. Possesses a strong performance history of achieving 98%+ CSAT results, high FCR rates, and productivity benchmarks. Has experience in escalation management, CRM documentation, and cross-functional coordination.

Currently leading a cloud kitchen business, showing strong ownership, problem-solving, and customer satisfaction management skills in a fast-paced environment.

Owner at What's Up Mumbai (2025-08 – Present)

Leading a cloud kitchen business with end-to-end operations management

• Supervised end-to-end operations, handling 15–20 daily orders across Zomato, Swiggy, and direct channels.
• Resolved customer complaints, refund requests, and order modifications while maintaining high service standards.
• Handled customer reviews professionally, ensuring timely issue resolution, and customer retention.
• Coordinated with delivery partners to ensure on-time fulfillment and SLA compliance.
• Managed vendor communication, procurement, and inventory planning to prevent stock shortages.
• Monitored daily sales reports, order accuracy, and operational metrics to improve efficiency.

Inbound Sales Specialist at Accenture (2024-06 – 2025-06)

Delivered consultative sales support via live chat for telecom products and services

• Delivered consultative sales support via live chat for telecom products, service plans, and account upgrades.
• Consistently achieved up to 130% of $7,000+ monthly sales targets through needs-based solution selling.
• Gained 98%+ customer satisfaction (CSAT) by ensuring transparent communication and accurate order processing.
• Reduced average chat handling time by 15% through effective probing and issue identification.
• Accurately documented customer interactions in CRM tools to ensure compliance and follow-ups.

Customer Support Specialist at Accenture (2023-12 – 2024-06)

Provided real-time live chat support for customer billing inquiries and technical issues

• Provided real-time support via live chat for billing inquiries, service plans, technical issues, and account concerns.
• Attained 85%+ First Contact Resolution (FCR) by resolving issues without repeat follow-ups.
• Managed 80–100 chats per shift, with a response time under 30 seconds.
• Collaborated with internal teams (sales, tech, billing) to resolve escalations, reducing the escalation rate by 20%.
• Documented interactions accurately in CRM systems while adhering to quality and compliance standards.

ML Data Associate (L2) at Amazon (2022-06 – 2023-12)

Reviewed high-volume fulfillment center video tasks with focus on accuracy and SLA compliance

• Reviewed high-volume fulfillment center video tasks, ensuring 99%+ accuracy while consistently meeting SLA and productivity benchmarks.
• Analyzed short video clips to identify product placement discrepancies and maintain operational standards.
• Maintained high accuracy levels while meeting strict productivity and SLA targets.
• Identified anomalies and escalated operational issues according to defined SOPs.

MBA in Marketing – Athena School of Management, Mumbai (2020-06 – 2022-05)

BCA in Computer Applications – Institute of Business Studies & Research, Mumbai (2016-06 – 2019-05)