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Work Background
Amazon Web Services (AWS)Training and Certification Manager
Nov. 2020 - Sep. 2024Costa Rica- Led and managed a team of training and certification specialists, ensuring high-quality training programs for AWS customers.
- Provided strategic direction and oversight, driving performance improvements and enhancing the overall training experience.
- Developed and implemented training materials, ensuring they met AWS standards and effectively addressed customer needs.
- Managed a manager responsible for part of the team, providing guidance, support, and professional development.
- Collaborated with cross-functional teams and key stakeholders to identify training needs, develop solutions, and improve training delivery.
- Conducted performance reviews, provided coaching, and facilitated training sessions to maintain a high-performing team.
- Analyzed customer feedback and training data to identify trends, optimizing training programs and enhancing satisfaction.
- Developed and maintained standard operating procedures for training and certification, ensuring consistency and compliance.
- Managed relationships with internal and external stakeholders, ensuring clear communication on training initiatives.
- Monitored KPIs to assess team performance, set goals, and implement data-driven strategies for improvement.
- Fostered a collaborative team environment, promoting open communication, knowledge sharing, and professional growth.
- Led the deployment and integration of LMS and other learning platforms for customer service training, ensuring seamless access and usage.
- Oversaw the hiring process, from recruiting, interviewing, and hiring to onboarding associates, specialists, and managers.
- Provided onboarding and ongoing training, ensuring new hires were well-equipped with necessary skills and knowledge.
- Implemented strategies for stakeholder management, ensuring effective communication and alignment with business goals.
Amazon Web Services (AWS)Billing and Accounts Manager
Nov. 2019 - Nov. 2020San Jose, Costa Rica- Led and managed a team of customer support specialists, ensuring the highest standards of service for billing and account-related inquiries.
- Provided strategic oversight and direction for the team, driving performance improvements and enhancing overall customer satisfaction.
- Oversaw the resolution of complex billing and account issues, leveraging technical expertise to provide effective solutions and support.
- Collaborated with cross-functional teams and key stakeholders to streamline processes, resolve escalated issues, and improve service delivery.
- Conducted regular performance reviews, provided coaching and development opportunities, and facilitated training sessions to maintain a high-performing team.
- Analyzed customer feedback and operational data to identify trends and areas for improvement, implementing strategies to optimize processes and enhance customer experience.
- Developed and maintained standard operating procedures, ensuring consistency and compliance in handling customer inquiries.
- Managed relationships with internal and external stakeholders, ensuring clear communication and collaboration on billing and account-related matters.
- Monitored key performance indicators (KPIs) to assess team performance, set goals, and implement data-driven strategies for continuous improvement.
- Fostered a positive and collaborative team environment, promoting open communication, knowledge sharing, and professional growth.
Amazon Web Services (AWS)Technical Customer Support Specialist
Aug. 2018 - Nov. 2019San Jose, Costa Rica- Provided expert technical support for billing and account-related inquiries, resolving complex issues for customers through phone, email, and live chat.
- Delivered high-quality customer service by troubleshooting and resolving billing discrepancies, payment issues, and account management problems, ensuring a seamless customer experience.
- Collaborated with cross-functional teams to manage and resolve escalated technical issues, providing comprehensive and efficient solutions.
- Conducted detailed analysis of customer feedback and technical data to identify trends and opportunities for improvement, enhancing product quality and customer satisfaction.
- Developed and maintained technical documentation and standard operating procedures, ensuring consistent and accurate information for customers and team members.
- Managed relationships with key stakeholders, including customers, internal teams, and third-party vendors, to ensure effective communication and resolution of billing and account-related technical issues.
- Facilitated training sessions and workshops to keep the team updated on the latest product features, technical support processes, and industry best practices.
- Monitored key performance indicators (KPIs) to assess team performance, set goals, and implement strategies for improvement.
Amazon Web Services (AWS)Billing and Accounts Team Coach Leader
Aug. 2017 - Jul. 2018San Jose, Costa Rica- Led and mentored a team of customer service associates, fostering a culture of excellence and continuous improvement in handling billing and account inquiries.
- Provided guidance and support to team members, ensuring they had the tools and knowledge to deliver exceptional customer service.
- Monitored team performance, identifying areas for improvement and implementing strategies to enhance efficiency and effectiveness.
- Coordinated with cross-functional teams to resolve complex issues, ensuring timely and accurate resolutions for customers.
- Conducted regular training sessions and workshops to keep the team updated on AWS’s products, services, and billing policies.
- Analyzed customer feedback and operational data to identify trends and opportunities for process improvements, enhancing overall customer satisfaction.
- Developed and maintained standard operating procedures, ensuring consistency and compliance in handling customer inquiries.
- Fostered a collaborative and supportive team environment, promoting open communication and knowledge sharing.
- Conducted interviews and facilitated the hiring process to build a strong and capable team.
- Analyzed key performance indicators (KPIs) to assess team performance, set goals, and implement strategies for improvement.
Amazon Web Services (AWS)Billing and Accounts Technical CS Associate
Mar. 2017 - Aug. 2017San Jose, Costa Rica- Provided top-tier customer service by addressing billing and account inquiries from AWS customers through phone, email, and live chat, ensuring timely and accurate resolution.
- Assisted customers with billing discrepancies, payment issues, account setup, and subscription management, maintaining a high level of customer satisfaction.
- Utilized problem-solving skills to diagnose and resolve complex billing issues, guiding customers through step-by-step solutions.
- Collaborated with internal departments to manage escalated issues, ensuring comprehensive and efficient resolutions.
- Consistently exceeded performance metrics, including response time, resolution time, and customer satisfaction scores.
- Engaged in continuous learning and development to stay updated on AWS’s products, services, and billing policies, enhancing the ability to support customers effectively.
- Leveraged knowledge of AWS billing systems to provide insights and recommendations, improving customer billing experiences and operational efficiency.
AmazonResolution Specialist
Sep. 2016 - Mar. 2017San Jose, Costa Rica- Expertly managed and resolved escalated issues from both associates and customers, ensuring efficient and effective problem resolution.
- Utilized andon response tools to promptly address and mitigate production or service interruptions, enhancing overall operational efficiency.
- Acted as a critical point of contact for escalation management, coordinating with various departments to drive swift and accurate issue resolution.
- Implemented and maintained standard operating procedures for andon systems, optimizing workflows and reducing downtime.
- Provided training and support to associates, fostering a culture of proactive problem-solving and continuous improvement.
AmazonCustomer Service Representative
Sep. 2014 - Aug. 2016San Jose- Provided exceptional customer service by addressing and resolving inquiries, concerns, and issues from Amazon customers via multiple channels, including phone, email, and live chat.
- Navigated complex systems to track orders, process returns and refunds, and assist with account-related issues, ensuring a seamless customer experience.
- Collaborated with internal departments to resolve escalated issues promptly and efficiently, maintaining high customer satisfaction and loyalty.
- Utilized problem-solving skills to troubleshoot and resolve technical issues, guiding customers through step-by-step solutions.
- Consistently exceeded performance metrics, including response time, resolution time, and customer satisfaction scores.
- Engaged in continuous learning and development to stay updated on Amazon's products, services, and policies, enhancing the ability to assist customers effectively.
Teletech Communications Inc. Customer Service Representative
Feb. 2010 - Feb. 2011San Jose, Costa RicaOutsourcing for Time Warner Cable:
- Delivered high-quality customer service by addressing and resolving a wide range of inquiries and issues for Time Warner Cable customers through phone, email, and live chat.
- Assisted customers with billing questions, service installations, technical support, and account management, ensuring a positive experience and quick resolution.
- Utilized advanced troubleshooting techniques to diagnose and resolve technical issues related to cable, internet, and phone services, improving customer satisfaction.
- Collaborated with internal teams to manage and escalate complex issues, ensuring timely and efficient solutions.
- Consistently achieved performance targets, including resolution time, customer satisfaction scores, and first-call resolution rates.
- Engaged in continuous training and development to stay updated on Time Warner Cable’s products, services, and policies, enhancing the ability to support customers effectively.
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