Imran Attar

• Successfully led and orchestrated the largest and most intricate CRM Migration for seven stores within Amazon Customer Service worldwide. Worked closely with store Directors and oversaw the ramp-up of Amazon Customer Care Connect (AC3) for these stores across the Asia-Pacific (AP) and Middle East (ME) regions, meticulously ensuring the attainment of weekly ramp-up objectives. Notably, the handling of AC3 surged from a mere 12% in 2023 to an impressive 99% by April 2024.
• Spearheaded a complex transformation from CARCAN routing to primary queue routing, optimizing volume management. This systemic change ensured 100% contact volume was routed to AC3 migrated CSA's.
• Successfully migrated from traditional Dart on phone support to Dart on chat support, leveraging enhanced security measures and cost-effective solutions. This transition resulted in annual savings of $1.8 million while ensuring continued support excellence.
• Played a crucial role in exceeding expectations by providing extensive support to the Connect Program team in testing Connect integration with Amazon Customer Care Connect CRM. Conducted rigorous testing of 20-23 use cases and identified 5 critical P0 bugs. These issues were promptly tracked to resolution, enabling ME stores to successfully scale up on AC3, overcoming previous obstacles caused by these bugs.
• Worked as a liaison between operations and product teams, facilitating effective communication and issue resolution.
• Identified and addressed top impacting issues affecting AC3 ramp up, driving trade-off discussions with OPS and product teams.

• Operations Management
  Leading operations of a diverse portfolio of large teams for Canada Operations; oversee Operations, Quality and Workforce Management for a team of 130+ professionals
  • Improved Customer Satisfaction Scores by over 250 basis points year over year through rollout of various initiatives (“Introducing MessageUs channel”, Direct New Hire Batches for Canada”, Structured Performance improvement Plan, launch of specialty skill etc.).
  • Consistently over achieved the Quality OP2 goals for Canada Business for the past 3 years.
  • Owned the Network Customer experience scores for Canada and ensured weekly reviews and performance management with vendor teams
  • Managed the CA promotions team which reviews & approves all the customer facing promotions. In Prime 2022, worked on 6 promotion intake sims which had a potential impact of 30k contacts.
  Collaborated with Product and Technology on digital transformation projects
  • Managed incubation and scale up of caracara (CSA facing tool) for Canada marketplace. Liaised with the CTAP team to provide feedback and improvement on the product.
  • Working with the tech team on ensuring repeat contacts are reduced due to blank chats
  Process Improvement and Gemba wins
  • Proposed the idea for Stop & Return for delayed deliveries which resulted in $2.6M savings for 2021 & 2022 (June).
  • Through the VOC- Voice of the customer mechanism identified 17 incorrectly tagged ASIN as non-Returnable which when corrected resulted in 800k savings in concessions.
  • To drive are thrive the culture of innovation, Drove the ideathon 2.0 event for the site. This resulted in 167 entries out of which 5 made it to the top and presented their ideas to the CS INDIA Director and Senior Leadership team.
  Site Level Initiatives
  • Designed, implemented and managed the Rewards and Recognition Program for the entire site (4200+ CSA’s).
  • Led and strategized the system deliveries to 4200+ employees with 96% deliveries done within 30 days.
  • Leading a large team through the pandemic, ensuring CSA safety being top priority.
  • Prime day captain for Canada Promotions and Co-Captain for Canada Marketplace. Core responsibility includes ensuring we are rightly staffed and efficient through the prime month on Productivity metrics for the site.
  •

• Improved Customer Satisfaction Scores, consistently achieved Quality OP2 goals, owned Network Customer experience scores, and managed the CA promotions team
• Collaborated with Product and Technology on digital transformation projects.
• Championed excellent employee experience through leadership, clear communication and a well driven talent strategy.
• Minimal impact on service delivery through a “people first” approach.
• Led, developed, and motivated team members to conduct employee engagement initiatives that resulted in best-in-class attrition numbers amongst CS India sites.

· Provide daily, weekly, and monthly performance summary.

· Audit Team leader monitoring in the TOM group and share variance with respective stakeholders

· Ensure high compliance, low complaints and reduce revenue leakages in business areas.

· Provide support and guidance to TL’s in terms of the agreed standards for the Contact Centre.

· Attend weekly performance review with the Quality and Operations manger

· Provide hands-on assistance to the teams in case of problems, both, through direct intervention and mentoring.

· Managing Compliance Audit for the skillset and highlighting unethical behaviour on a monthly basis.

· Conduct refresher trainings for the Ops teams on high impact call drivers.

· Conduct cross site calibrations as a master calibrator.

· Ensure that the company’s policies are being adhered to

· Ensure all targets are defined and the team goals are met.

· Develop strong inter-personal relationships with the Ops team

· Drive ‘Three Behaviors’ within the teams.