Years of experience: 16
Customer Support RepresentativeStartup FounderSupport SpecialistTechnical Support AgentHelp Desk SupportCase Manager
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Amanda's Career Path
Nov. 2020 -Present
Amazon.com, Inc.Executive Quality Assurance Analyst
● Assess Specialist contact handling to ensure consistent quality, high standards and to confirm security standards are met.
● Ensure Phone First policies are being used consistently to create a better experience for customers.
● Provide Specialists with actionable opportunities within the space to protect the Customer/Driver experience.
● Identify trends and knowledge gaps within SDS EXR (Sh...
Oct. 2019 -Nov. 2020
Amazon.com, Inc.Specialist
● Investigate driver and customer escalations under the SDS and CAP scope.
● Deep dive into primary and secondary root causes to provide resolution for our customer and proper escalations internally.
● Work with stakeholders to appropriately address discovered defects or issues.
● Frequent use of judgment outside of SOP in the best interest of our customers, drivers, and company.
● Contribute...
Oct. 2016 -Oct. 2019
Amazon.com, Inc.Customer Service Representative
● Innovatively assist customers, offering resolutions that exhibit customer obsession.
● Take ownership in each customer contact in order to provide the optimum experience efficiently and frugally.
● Communicate with customers clearly, providing information and actions addressing the customers’ immediate need as well as educating them for the proper and ideal ongoing expectations and experien...