Abdalaziz Essam Elkashef

Amazon

• InvestigatorFull Time

  Feb 2024 - Present -1 yr, 6 months

  Egypt , Cairo

  • Job Details:As an Investigator within Amazon’s Transaction Risk Management Team, my primary role is to safeguard the integrity of the online E-commerce marketplace by investigating and eliminating fraudulent activities on the United States and Canada and United Kingdom marketplaces, ensuring the adherence of both customers and sellers to Amazon policies. Key Responsibilities: • Investigating A-to-Z Claims: Conducted in-depth investigations to resolve A-to-Z claims originating from US, CA and UK marketplaces, ensuring accurate and timely resolutions. • Investigative Analysis: Use advanced analytical skills to carefully review seller and customer accounts, examining transactional data and communication records to confirm the accuracy of claims and decide on the best course of action. • Ensuring Policy Compliance: Through seller and customer account investigations, I identify potential policy violations and determine patterns and trends, promoting a fair and secure environment for all. • Identification of Suspicious Activities: Proactively identify and report suspicious activities on seller and customer profiles, promptly escalating concerns to relevant teams for further investigation and mitigation. • Effective Communication: Engage in frequent written and verbal communication with other department to collaborate on investigations, share insights, and ensure alignment with departmental objectives. • Quality Assurance: Maintain high standards of productivity and quality assurance, consistently delivering accurate and timely outcomes while contributing to the continuous improvement and development of the department. In this role, I use my judgment and problem-solving skills to handle complex investigations independently. My main goal is to prioritize customer satisfaction and maintain high operational standards, supporting Amazon's mission to offer a secure and dependable E-commerce platform globally.
• Subject Matter ExpertFreelance / Project

  Jun 2023 - Aug 2023 -2 months

  Egypt , Cairo

  • Job Details:As an Amazon SME, my primary role revolves around coaching and providing dedicated support to new hires, ensuring they consistently deliver high-quality service. My responsibilities include: 1.Guiding New Hires: Supporting new team members during their onboarding process, ensuring they grasp the essentials of delivering exceptional customer service. 2.Coaching and developing new team members to address their weaknesses and build on their strengths. 3.Identifying areas for improvement and actively working to enhance the performance of new hires. 4. Assisting new associates in resolving complex problems and handling difficult customer contacts, ensuring they gain confidence and expertise in managing challenging situations. 5.Acting as a mentor and role model for new team members, instilling a culture of professionalism, dedication, and a customer-centric mindset. By focusing on these key responsibilities, I strive to foster a culture of continuous improvement and excellence among new hires, contributing to the overall success of our customer service team.
• Customer Support RepresentativeFull Time

  Oct 2022 - Feb 2024 -1 yr, 4 months

  Egypt , Cairo

  • Job Details:Responsibilities: 1.Answering customer emails and phone calls, resolving issues regarding order status, product information, and shipping questions 2.Maintained positive relationships with customers by providing excellent service throughout all interactions 3.Maintained knowledge of all products sold on Amazon to ensure accurate responses to customer questions about product features and functionality. 4.Working with the logistics team, operations team, and sellers to maintain customer satisfaction 5.Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits 6.Provided excellent customer service by following the company’s core values of Integrity, Service, Reliability, and Excellence