Summary
Overview
Work History
Education
Skills
Languages
Timeline
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BURHAN MUZAFAR

Risk, People and Project Management Professional
Srinagar, Jammu and Kashmir

Summary

Accomplished Manager with a proven track record at Amazon.Inc, adept in leading risk-escalation management and enhancing operational efficiency. Excelled in team leadership and strategic planning, significantly improving customer satisfaction and team performance. Skilled in both escalation management and effective communication, ensuring robust risk mitigation and service excellence.

Overview

8
8
years of professional experience

Work History

Manager Risk-Escalation Management and Prevention

Amazon.Inc
11.2018 - Current
  • Lead and support teams in responding to, investigating, managing and resolving high-impact incidents and escalations.
  • Manage performance of team members. Keep abreast of trends and fraud issues impacting the retail industry. Ensure that Amazon is leading the curve in identifying and preventing new fraud attacks.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Take leading role in drafting and presenting deep-dive documents, including responses to senior executives and Correction of Errors (COE) reports.
  • Cross-trained existing employees to maximize team agility and performance.
  • Closely monitor media and global events to anticipate and mitigate potential risks. Be comfortable using data to analyze trends, predict and fix problems before they happen.
  • Own and/or manage projects designed to improve operational and process efficiency. This will include accessing and analyzing data and working extensively with external teams.
  • Work with software teams to articulate and prioritize feature needs for investigation tool sets.
    Recruit top-quality investigators. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.

Office Manager

Himalayan Safari Tour and Travels Pvt Ltd
07.2017 - 09.2018
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.

Sales and Service Coordinator

New National Automobile
05.2016 - 06.2017
  • Preparing the workshop daily sales report.
  • Championed best practices within the department, driving consistency in process execution and outcome delivery.
  • Assisted in the development of marketing materials that effectively communicated product offerings and benefits.
  • Resolved complex customer issues through proactive communication with body shop team.
  • Inspecting the Job card manual on daily basis.
  • Sales and revenue generation leads.

Education

XII -

JK Bose
04.2001 -

X -

JK Bose
04.2001 -

MBA - Finance And Marketing

Islamic University of Science And Technology
04.2001 -

BBA -

Kashmir University
04.2001 -

Skills

Team Leadership

Operations Management

Strategic Planning

Performance Management

Languages

English
Urdu
Hindi

Timeline

Manager Risk-Escalation Management and Prevention

Amazon.Inc
11.2018 - Current

Office Manager

Himalayan Safari Tour and Travels Pvt Ltd
07.2017 - 09.2018

Sales and Service Coordinator

New National Automobile
05.2016 - 06.2017

XII -

JK Bose
04.2001 -

X -

JK Bose
04.2001 -

MBA - Finance And Marketing

Islamic University of Science And Technology
04.2001 -

BBA -

Kashmir University
04.2001 -

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BURHAN MUZAFARRisk, People and Project Management Professional