Mohd. Hammad | Subject Matter Expert

About Me

Professional Profile

👨‍💼

Driving Excellence in Content Operations

Subject Matter Expert with extensive experience in content quality operations and customer experience at Walmart Marketplace. I specialize in process optimization, team mentorship, and cross-functional collaboration to deliver operational excellence.

My expertise spans content management systems, quality assurance frameworks, and data-driven decision making. I leverage strong analytical and problem-solving skills combined with proficiency in CRM tools and JIRA for workflow optimization and performance tracking.

1.7+

Years Experience

15+

Team Members Led

10K+

Seller Accounts

Career Journey

Professional Experience

June 2024 – Present

Subject Matter Expert (SME)

AcuittyTech – Walmart Marketplace CX Content Team | Gurugram, Haryana

Lead content quality initiatives for Walmart Marketplace, ensuring product listings meet accuracy, completeness, and compliance standards across 10,000+ seller accounts
Mentor and guide team of 15+ content specialists on best practices, conducting training sessions and quality audits that improved team accuracy by 25%
Resolve complex escalations involving product titles, descriptions, attributes, and image compliance, maintaining 95% first-contact resolution rate
Collaborate with cross-functional teams including Product, Operations, and Engineering to streamline content workflows
Utilize JIRA for case management and performance tracking, creating dashboards that reduced average resolution time by 30%
Drive catalog health initiatives that enhanced product discoverability and improved customer experience metrics by 20%

May 2024 – Present

Online Support Specialist

AcuittyTech – Walmart Marketplace Operations | Delhi, India

Provide comprehensive email support to marketplace sellers, addressing account management, listing optimization, payment processing, and policy-related inquiries
Troubleshoot complex operational issues and technical challenges, achieving 92% customer satisfaction rating
Collaborate with internal stakeholders to identify systemic issues and implement solutions that reduced ticket volume by 15%
Maintain detailed case documentation in CRM systems, ensuring knowledge base accuracy
Analyze support trends and provide actionable insights for process optimization and seller experience enhancement

Expertise

Technical Skills

🛠️

Tools & Platforms

JIRA CRM Systems Microsoft Excel Microsoft Word PowerPoint Google Workspace Walmart Seller Center Content Management Systems

⚡

Core Competencies

Quality Assurance Process Optimization Data Analysis Documentation Workflow Management Issue Resolution Stakeholder Collaboration

🤝

Soft Skills

Team Mentorship Cross-functional Communication Problem-solving Attention to Detail Customer Service Excellence Interpersonal Skills

Accomplishments

Key Achievements

🏆

25%

Improved Team Content Accuracy

⏱️

30%

Reduced Resolution Time

📈

20%

Enhanced CX Metrics

✅

95%

First-Contact Resolution Rate

⭐

92%

Customer Satisfaction Rating

🚀

1 Year

Promoted to SME

Get In Touch

Contact Me

Let's Connect

I'm always open to discussing new opportunities, collaborations, or just having a conversation about content operations and quality assurance.

📧

rhammad534@gmail.com

📱

Phone

+91-7668953074

💼

linkedin.com/in/mohd-hammad-477842198

📍

Location

Bareilly, Uttar Pradesh, India

Hello, I'm Mohd. Hammad