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Work Background
FreelanceFREELANCER - AMAZON SELLER CENTRAL SPECIALIST
Feb. 2024• Hired by Amazon Sellers to guide them through account registration processes
• Perform Account Audits, checking Account Health, and assuring no violations or corrections needed to be issued. Review of inventory and suppressed listings and detail pages, stranded inventory, and variations.
• Reviews and Feedback audits, and Buyer inquiries response.
• Provide expert assistance in A+ content for Brand Registry.
• Enrolled sellers in Fulfillment by Amazon (FBA) and created shipments
• Navigated and troubleshot complex seller-related issues to enhance seller satisfaction and retention.
• Empowered Amazon Sellers by providing personalized guidance and solutions tailored to their unique needs, contributing to their success and growth on the platform.
Bridgestone Americas Business Services Costa RicaLeave of Absence Specialist / Flex 2 days/week in R2R - Inventory Reconciliation
Feb. 2023 - Dec. 2023Costa Rica(DEPARTMENT WAS TRANSFERRED TO THE US)
• Charted a successful course of administering intermittent, short-term, and company-sponsored Leaves of Absence (LOA), ensuring compliance with company policies and regulations.
• Coordinated with Human Resources Business Partners and employees to process LOA claims accurately and efficiently.
• Executed detailed inventory reconciliations between stores’ records and third-party counts to identify discrepancies and implement corrective actions.
• Leveraged research skills to pinpoint the root causes of inventory differences in tires, filters, oils, antifreeze, and other automotive products.
AmazonHuman Resources Contact Center Specialist
Aug. 2021 - Nov. 2022Costa Rica• Fielded phone inquiries from U.S.-based Amazon employees nationwide; engaged with HR Business Partners, Benefits, Payroll, Talent Management, and other cross-functional teams to provide quality experiences to employees and effectively resolve issues. • Provided top-tier support to employees seeking Leave of Absence and Accommodations, consistently exceeding expectations in service delivery.
• Demonstrated strong interpersonal skills by working one-on-one with employees to understand their needs and provide tailored solutions to maintain a positive and supportive work environment.
• Built up-to-date knowledge of internal and external guidelines, policies, and regulations governing HR and LOA operations.
AmazonCustomer Service / Account Changes Team Manager (Seasonal)
Oct. 2020 - Aug. 2021San Jose, Costa Rica• Guided a team of 20 new hires in Customer Service and later in Account Changes, achieving significant improvements and surpassing performance goals.
• Oversaw the quality of call, email, and chat interactions to maintain high customer satisfaction ratings.
• Implemented continuous process improvements to enhance the efficiency of customer service operations, resulting in improved customer satisfaction and alignment with business objectives. KEY ACHIEVEMENTS
** Directed the team to achieve Amazon's Success and Efficiency Experience standards, as measured by key performance indicators (KPIs), ensuring customer happiness and operational excellence.
** Secured #24 among the Top 50 Customer Service Teams within a remarkably short timeframe, highlighting dedication to excellence and outstanding performance.
FiverrFREELANCER - AMAZON SELLER CENTRAL SPECIALIST
Oct. 2019 - Oct. 2020• Hired by Amazon Sellers to guide them through account registration processes
• Perform Account Audits, checking Account Health, and assuring no violations or corrections needed to be issued. Review of inventory and suppressed listings and detail pages, stranded inventory, and variations.
• Reviews and Feedback audits, and Buyer inquiries response.
• Provide expert assistance in A+ content for Brand Registry.
• Enrolled sellers in Fulfillment by Amazon (FBA) and created shipments
• Navigated and troubleshot complex seller-related issues to enhance seller satisfaction and retention.
• Empowered Amazon Sellers by providing personalized guidance and solutions tailored to their unique needs, contributing to their success and growth on the platform.
AmazonSeller Support Spain Supervisor and Manager I
Jan. 2017 - Oct. 2019Costa Rica• Headed a highly skilled team of up to 16 seller support associates, significantly improving customer satisfaction.
• Executed Quality Compliance monitoring
• Delegated work assignments, established clear priorities, and directed subordinate employees to ensure seamless daily operations.
• Monitored call, email, and chat quality to evaluate employee performance, alignment with Amazon’s Success and Efficiency Experience as measures via major KPIs, and customer satisfaction with services rendered. • Implemented continuous process improvements to drive efficiency in seller support operations, maximize customer satisfaction, and achieve business goals and objectives.
• Coordinated meetings and workshops to instruct team members in Amazon’s policies and procedures, supporting associates in career advancement and securing promotions for two associates.
• Participated in special projects, mentoring programs, and employee recognition initiatives to boost team morale and performance. KEY ACHIEVEMENTS
** Led the team to secure the #1 position in seller satisfaction metric for multiple months among all Spain teams.
** Recognized with the “Supervisor Recognition Award” in March 2018 for outstanding performance metrics, including increasing seller satisfaction, decreasing handle time, and promptly resolving complex seller issues.
AmazonSeller Support Spain Associate Advisor (SME - Subject Matter Expert)
Jun. 2014 - Jan. 2017Costa Rica• Solved most difficult problems from Sellers and escalations: Catalog, Feeds, Brand Registry, A+ Content, Registration, FBA, etc.
• Demonstrated exceptional knowledge, research proficiencies, and adept network-building skills, earning recognition as the first Spain AA (SME).
• Aligned objectives and bridged communications with managers, supervisors, operations team, and human resource personnel to facilitate decision-making processes based on associates’ annual performance, ensuring alignment with organizational goals.
• Achieved metrics goals by optimizing customer service quality and simultaneously leading projects focused on coaching, best practices, and associate motivation.
• Set project milestones utilizing appropriate tools and processes and clearly communicated project expectations to team members.
• Provided hands-on leadership and support to multiple teams in Spain, ensuring projects were planned and executed within predefined time constraints. KEY ACHIEVEMENTS
• Exceeded First Contact Resolution (FCR) metric goals by 80%, elevating the metric to 90% through enhanced understanding of metrics, in-depth case analyses to modify unwanted behaviors, and introduction of best practices.
• Attained an 88% PRR within one month by working on 30+ blurbs, addressing seller inquiries, and presenting Excel tools subsequently adopted by seller support departments in North America.
• Facilitated meetings with three AAs to streamline processes and collaborated with another AA to execute Gemba projects (resolution of roadblocks in processes).
AmazonSellers and FBA (Fulfillment by Amazon) Associate, NA
Jun. 2013 - Jun. 2014Costa RicaAs a Sellers and FBA Associate NA, I created a positive team environment displaying high levels of motivation and team spirit. I contributed to relevant management meetings, and sustained effective communication throughout all levels of the seller support function. I promoted and managed the process of continuous improvement in customer service standards to maximize repeat business. I delivered excellent services and ranked as a Top Performer Seller Support Associate in phone and email contacts for the US and Canada.
AmazonCustomer Service Associate, NA
Sep. 2012 - May. 2013Costa RicaDuring my position at Amazon.com, I served as a primary point of contact for all operational aspects of customer service. I built and strengthened professional relationships with customers, key stakeholders, and senior management. I monitored customer satisfaction levels, and implemented methods for improvement. I communicated with customer service teams to identify and resolve customer requests and concerns in a timely and professional manner. I recognized by executive management for delivering outstanding services, and secured the position of Top Performer Customer Service Associate in phone and email contacts for the NA.
Merlin VME S.A.Office Manager
Jun. 2005 - Aug. 2012Costa RicaDuring my position at Merlin VME S.A, I oversaw office operations, planned staff assignments, and directed changes in priorities to complete regular office management work. I administered complex and changing diaries, including scheduling, meetings, and streamlining travel arrangements. I improved administration systems and procedures to meet departmental requirements and achieved organizational objectives. I established office from scratch, including bank accounts management, purchases, payroll, CCSS (Social Security), and employees hiring.
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