ANGELIQUE PAYAN
Chandler,AZ
Summary
Strategic, results-driven professional with extensive experience in quality control, crisis management, and customer service, seeking to contribute to Amazon's Shipping and Delivery Support team as an Escalations Specialist. Proven track record of mitigating operational risks and resolving complex issues by communicating with law enforcement, drivers, and customers. Adept at enhancing customer experiences through effective problem-solving and ensuring timely resolution of delivery incidents. Committed to upholding Amazon's customer-obsession philosophy and driving seamless delivery operations across global networks.
Overview
6
6
years of professional experience
Work History
Correctional Officer
Saguaro Correctional Center, CoreCivic
Eloy, AZ
02.2025 - Current
- Maintained order and ensured operational security by monitoring potential, working with Idaho and Hawaiians and monanta inmate
- Conducted comprehensive risk assessment and communicated with superior to implement swif resolution during walking the floor and breaches closely.
Detention Officer
Eloy Detention Center
Eloy, AZ
01.2025 - 03.2025
- Conducted regular security checks of cells and common areas to prevent escapes and contraband entry.
- Enforced facility rules and regulations, applying disciplinary measures in accordance with policies.
- Managed intake and release processes, including documentation, fingerprinting, and photographing.
Quality Control
Dicks Sports
Goodyear, AZ
03.2024 - 01.2025
- Spearheaded quality control initiatives, resolving escalated customer complaints, which led to a 25% increase in customer satisfaction and a 15% reduction in operational errors.
- Collaborated with cross-functional teams to troubleshoot delivery issues, improving shipment accuracy and efficiency, aligning with Amazon's operational standards.
- Actively communicated with customers, providing real-time updates on quality concerns, ensuring resolution of delivery-related issues and maintaining high service levels.
- Enhanced service protocols and staff training, achieving perfect compliance in 95% of audits, contributing to the overall operational safety and customer satisfaction goals.
Detention Officer
Core Civic
Estancia, NM
03.2023 - 10.2023
- Maintained order and ensured operational security by monitoring potential disturbances, working closely with law enforcement to mitigate risks, and ensuring timely responses to emergency situations.
- Conducted comprehensive risk assessments and communicated directly with superiors to implement swift resolutions during security breaches, closely.
- Played a key role in crisis management, responding to high-pressure situations while maintaining accurate records, helping to improve overall security protocols by 15%.
- Conducted frequent communication with internal stakeholders and external law enforcement agencies to ensure the secure management of sensitive incidents, paralleling the cross-functional collaboration.
Lead Host
Craft Republic
Albuquerque, NM
10.2022 - 03.2023
- Managed customer escalations by quickly resolving complaints and enhancing customer experiences, demonstrating a strong ability to de-escalate high-tension situations and restore customer trust.
- Provided comprehensive training to new hires, focusing on communication skills and safety protocols, leading to a 20% improvement in service efficiency.
- Successfully handled sensitive customer situations and financial transactions, ensuring accuracy and timely issue resolution, showcasing a keen attention to detail and effective problem-solving.
Stow Associate/Packer
Amazon Warehouse
Albuquerque, NM
06.2022 - 11.2022
- Managed the storage and packing processes for thousands of units daily, ensuring timely and accurate deliveries, reflecting Amazon's high standard for operational efficiency and customer satisfaction.
- Played a pivotal role in identifying potential shipping issues and proactively resolving them to ensure seamless delivery, aligning with the role's focus on resolving incidents impacting customer and driver delivery experiences.
- Communicated effectively with internal teams to troubleshoot logistics issues, reducing shipment delays by 10% and maintaining clear documentation in the system for future reference.
Cashier
Mccall's Pumpkin Patch
Moriarty, NM
09.2019 - 11.2022
- Delivered exceptional customer service in high-volume environments, handling daily cash flow exceeding $300, while resolving escalated issues, ensuring smooth operations and customer satisfaction.
- Implemented organizational improvements in financial transaction handling and order management, increasing efficiency and maintaining error-free operations under pressure.
- Demonstrated strong communication skills in coordinating between kitchen staff and customers, ensuring seamless service, and timely resolution of operational challenges.
Cashier
Walmart
Edgewood, NM
09.2019 - 06.2022
- Efficiently handle diverse payment methods, including cash, credit, and checks, while ensuring accuracy in transactions.
- Took ownership of escalated customer issues, offering timely resolutions and ensuring a positive shopping experience, aligning with Amazon's customer-obsession philosophy.
- Collaborated closely with supervisors to address customer complaints, utilizing effective communication to de-escalate tense situations, resulting in a 20% reduction in customer disputes.
- Maintained meticulous records of transactions, safeguarding against discrepancies and improving overall operational transparency by conducting thorough cash drawer counts at the beginning and end of each shift.
- Demonstrated proactive problem-solving by identifying and addressing pricing and product issues at checkout, enhancing customer satisfaction and maintaining trust in the accuracy of transactions.
- Consistently ensured cleanliness and organization of the checkout area, reflecting a professional and efficient service environment while adhering to store safety and operational guidelines.
Education
Nursing -
Estrella Mountain Community College
Avondale, AZ06.2025
High School Diploma -
Moriarty High School
Moriarty, NM01.2021
Skills
- Crisis Management
- Incident Resolution
- Strategic Communication
- Customer Escalations
- Troubleshooting
- Cross-functional Collaboration
- Law Enforcement Coordination
- Data Analysis
- Reporting
- Security Risk Monitoring
- Operational Excellence
Languages
- English, Native
- Spanish, Native
Timeline
Correctional Officer
Saguaro Correctional Center, CoreCivic
02.2025 - Current
Detention Officer
Eloy Detention Center
01.2025 - 03.2025
Quality Control
Dicks Sports
03.2024 - 01.2025
Detention Officer
Core Civic
03.2023 - 10.2023
Lead Host
Craft Republic
10.2022 - 03.2023
Stow Associate/Packer
Amazon Warehouse
06.2022 - 11.2022
Cashier
Mccall's Pumpkin Patch
09.2019 - 11.2022
Cashier
Walmart
09.2019 - 06.2022
Nursing -
Estrella Mountain Community College
High School Diploma -
Moriarty High School
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