Amir Hasan
@amirhasan
I resolve complex customer issues, lead support teams, and maintain compliance across high-volume global operations.
IndiaWhat I'm looking for
At Amazon Development Center, I've supported high-volume global customer queues since 2019, handling 50+ multilingual contacts daily while maintaining CSAT above 90%.
I've delivered end-to-end support for Kindle, Alexa, and Fire TV, managed Tier 1–2 escalations, maintained accurate case documentation, and collaborated with Operations, Ticketing, and QA teams to meet service-level requirements.
I've led 20 associates, coached new hires during nesting, and used AC3, Heartbeat, and RTM to track cases and improve performance. I'm also prepared to apply my customer lifecycle, documentation, and escalation experience to insurance operations.
Experience
Work history, roles, and key accomplishments
Handled 50+ inbound customer contacts daily across multilingual queues, maintaining CSAT scores above 90% through structured issue resolution and compliance-aligned documentation. Provided Tier 1-2 escalation support and mentored new associates during nesting.
Subject Matter Expert
Served as a subject matter expert providing peer coaching and support on complex customer scenarios, including Concession Exception cases. Collaborated with Operations, Ticketing, and QA teams to address systemic issues and maintain service-level compliance.
Technical Support Associate
Delivered end-to-end customer support across multiple product lines and device generations, including Kindle, Alexa, and Fire TV. Ensured 100% documentation accuracy for each customer interaction, adhering to internal quality standards and SLA timelines.
Education
Degrees, certifications, and relevant coursework
Maulana Abul Kalam Azad University of Technology
Bachelor of Mechanical Engineering, Mechanical Engineering
2014 - 2018
Grade: DGPA: 7.48
Bachelor of Mechanical Engineering degree from Maulana Abul Kalam Azad University of Technology, completed from 2014 to 2018.
CBSE
Higher Secondary (HSC)
2011 - 2013
Grade: 73.40%
Higher Secondary (HSC) from CBSE, completed from 2011 to 2013.
CBSE
Secondary School (SSC)
2010 - 2011
Grade: 74.10%
Secondary School (SSC) from CBSE, completed from 2010 to 2011.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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