Umber Khurshid

Customer Service and Operations professional with 2 years of experience supporting Amazon USA customers in account management, operational support and issue resolution. Experienced as a Subject Matter Expert (SME), supporting colleagues with complex cases, maintaining accurate documentation, preparing operational reports and coordinating with internal teams. Collaborative leader and problem-solver dedicated to streamlining operations, reducing costs, and driving organisational efficiency.

Demonstrates sound judgment and independent decision-making to improve business outcomes and enhance the customer experience.

Customer Service Representative - Amazon USA (North America) - Remote

(2023-05 - 2025-04)

• Resolved complex customer account and operational issues for Amazon USA customers while maintaining service quality and productivity standards.
• Managed customer accounts and provided operational support to Amazon Business customers, including assistance with inventory-related issues.
• Served as a Subject Matter Expert (SME), assisting colleagues with complex cases and supporting effective issue resolution.
• Managed operational processes, generated reports, and maintained accurate documentation.
• Collaborated with internal teams through ticketing tools to resolve fulfillment-center and operational issues.
• Diagnosed and resolved technical issues involving Kindle devices, Alexa, and Echo Dot products.
• Investigated blocked Amazon Business customer accounts and worked toward appropriate account resolution.
• Assisted customers with building and managing online stores on Amazon.com.
• Maintained a customer-focused approach when handling complex or agitated customers while meeting quality and productivity.

HSC Graduate - Government Boys Higher Secondary School, Baramulla (2014-10 - 2015-10)