Humeema Nida

Customer Support and Operations professional with experience in Amazon Shipping & Delivery Support (SDS) and Google Workspace technical support. Proven ability to handle high-volume customer interactions, resolve complex delivery and technical issues, and drive process improvements. Experienced in mentoring new associates, improving First Contact Resolution (FCR), and consistently achieving quality, productivity, and customer satisfaction targets in fast-paced environments.

Customer Support Associate – Shipping & Delivery Support (SDS) at Amazon (2024-05 – 2025-02)

• Provided real-time support to Amazon delivery drivers, resolving route, delivery, app, and package-related issues in a high-volume environment.
• Handled delivery exceptions by investigating root causes and coordinating with internal logistics teams to ensure timely resolution.
• Selected as a Subject Matter Expert (SME) during peak operations, supporting associates with process guidance and complex case resolution
• Mentored and coached new hires, contributing to an approximate 15% improvement in First Contact Resolution (FCR)
• Consistently achieved SLA, quality, productivity, and customer satisfaction targets in a fast-paced operational setup

Customer Support Associate – Google Workspace at Concentrix (2026-04 – 2026-07)

• Provide technical support for Google Workspace users via voice.
• Resolve account access, billing, and technical issues while ensuring adherence to SLA and quality standards.
• Accurately document customer interactions and maintain case history in internal systems for effective tracking and resolution.
• Collaborate with internal teams to resolve escalations and ensure a seamless customer experience
• Consistently meet productivity, quality, and customer satisfaction benchmarks.

Bachelor of Commerce in B. Com – Nava Bharath Degree College (2024-06)