AmazonCustomer Service Coaching Lead
Sep. 2009 - Oct. 2015Huntington, West Virginia Area• Various Departments: Affiliate Program, Communities, Kindle, Mayday, Fire Phone, Wireless, AmazonWireless Launch, Corporate Accounts, Amazon.CA, MyHabit, Executive Customer Relations, Customer Service Manager, Tech Support
• Lead a team of 30-60 Customer Service Representatives to make sure the quality of customer service is met
• Collaborate with escalations to make sure that customer’s orders are working or approved • Convey in a reassuring manner, instructions to resolve various issues • Work with low performing agents to improve dissatisfaction rate through various training and coaching techniques
• Act as an escalation point, resolving major customer issues that are Corporate escalated
• Excellent leadership, communication, team building, strategic planning, and problem solving skills • Review, investigate, and resolve customer issues. Provide timely solutions and information
• Lead Process Improvement projects on various occasions
• Microsoft Excel, Word, Access and PowerPoint