Armando Quiros
Program Manager
Moravia,San Jose Costa Rica
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Program Manager II Global Network
04.2022 - Current
- Expand on all the responsibilities of the Program Manager I Global Network Strategy (L4), oversee another PM launching new Stores and improve time to launch
- Achievements:
- Launch of SEPO Amazon.com.be; successfully launched SEPO Support for this launch in Belgian French, Flemish, English and Simplified Chinese while meeting all SLAs for 7 functions
- Reduction of required HC for launch through Machine Translation; Belgium is the first country launch that TSE launched as full language agnostic, avoiding the over-dependence on language specialists for handling investigations
- Exit of PRA and AP; After a re-organization, there were 2 functions that fell Out of Scope of the SEPO GNS team, as such, after creating a process map to follow for each function based off the entire launch plan, I created a transition plan with both process maps and playbooks so the new owners could use them to incorporate to each of their departments
- Inclusion of GNS within the R&O Process; GNS team was not included in the R&O process, which led to several misses in Site strategy and space for hiring
- To solve this, I worked on drafting and understanding the End to End Process of the R&O, creating flowcharts and process maps to locate where were the gaps where GNS’ input would serve the best to avoid these
- This meant liaising with multiple teams such as workforce and Change Management as well as calibrating with a parallel project driven by the ACES team (process improvement team) for streamlining the R&O and forecast processes
- Reduction of new Store time to launch (ongoing); Working towards reducing our time to launch by 15% in comparison to the Belgium launch (~35 weeks) in 2022
- We plan to accomplish this by: 1) Eliminating waste from our Workback plan, 2) Partnering with Expansions and the Change Management teams on a streamline process for Policy Scoping as well as Queue Scoping/Creation, 3) Calibrating with the Tech team align our timelines and work towards reducing the effort of each other’s tasks for a new launch and 4) Exploring the use of Machine Translation in the translation of content for expansion projects
- SEPO Org Process repository (ongoing); Creating a “one-stop-shop” repository for all SEPO processes to fully understand and provide visibility on all teams involved with any given process in the function
- This means reaching our and liaising with 15+ teams to 1) Gather a comprehensive list of processes handled by team and their POCs, 2) Collect and validate any process maps or flowcharts already created for these processes and 3) Help create process maps and flows where not yet created.
Program Manager
02.2021 - 04.2022
- Help build our ability to roll out new marketplaces, languages and/or sites for our global operations team at scale
- As part of a new team developing these workstreams, was required to lead the production of a launch mechanism that leverages consistent working practices as well as prepopulated templates in order to increase service quality, drive clarity and reduce overhead
- Owner of expansion programs and sites movements, work with stakeholders to assemble project teams, assign responsibilities, identify appropriate resources needed, and develop schedules to ensure timely completion of readiness projects by meeting project milestones
- Also assess risks, anticipate bottlenecks, manage escalations, make trade-offs, balance the business needs versus technical constraints, and own leadership flashes and updates
- Achievements:
- Launch of SEPO Amazon.eg; successfully launched SEPO Support for this launch in Arabic, English and Simplified Chinese while meeting all SLAs for 9 functions While meeting SLAs
- Revamp of SEPO New Store launch workback and timelines; review, digest and update the entire operations launch process to help streamline and modify to current processes and teams involved
- Standardization of New Store Launch UAT; created and standardized the UAT for the operational readiness of SEPO before launch.
POE Strategic Business Analyst
09.2020 - 02.2021
- The POE Strategic Business Analyst is a role created with the purpose of having a project/program manager that also had knowledge of and shared the priorities of operations, in order to aid in the data collection, analysis and display of the data so it is more accessible to managers
- As of this moment, the initial goals of my role are more aligned with the creation, implementation and adoption of several projects and initiatives
- Primarily for the necessities of the function and management, but also to facilitate the other Pilots currently reporting to me to be completed successfully
- Achievements:
- The Highway Initiative; a mechanism that allows the PM Pilots to achieve their goals by providing visibility and accountability of management to provide help when needed
- POE Wisdom; a dashboard that combines all audited defect types (true defects) in a single source and an auditing tool for standardizing the format and manner investigators receive feedback
- STL Report: Weekly report used by the Single Thread Leader of the Product Quality Function for the reporting to Leadership (L7 and above)
- Pilot Support; support and guidance to the other Pilots here in SJO
- SJO POE SJO Staffing Group Viewer
- The Staffing Group viewer was born due to the necessity for managers to track their available headcount on a particular marketplace and compare it to any misses in SLA
- This also helps them track who they have moved on their priorities and to plan action items to cover any gaps
- It allows managers to follow any changes in the priorities of their investigators so they can revert when completed and track more accurately who they have working on each priority, function and marketplace
- POE Performance Completion Visualizer
- The purpose of this tool is to be able to see the totality of population in POE (ROW + LATAM) that is achieving Decision Quality, Productivity and Overall Performance regardless of their function or site
- It allows to go from Macro (POE) to Micro (Investigator Level) on a week by week basis
- YTD Data for Annual Review
- Creation and calibration with managers of the Year to Date Metrics file for the annual review
- The file contains the systemic and manual audits/metrics for each function at a login level, as well as specific amendments and nuances particular to each function
- POE Roster Migration to Paragon
- Transitioning from SUSIE to a more user-friendly Wiki and ACCESS form and database that will allow managers to make faster roster updates
- The main use is for editing any changes in the Investigators' Roster information such as Function, Schedule, Manager, people being promoted, people whose function or level is changing, etc
- The wiki will provide access to the form, week by week roster file, quick-links for the sims and a step by step guide on how to update an investigator using the form.
Investigation Manager
05.2019 - 09.2020
- Lead a group of Investigation specialists (from 9 to 26 at a time) who investigate seller transactions on Amazon.com platforms and take appropriate actions based on processes, tools and high-judgment decisions
- Provide leadership and administrative support to their team and manage them to achieve and constantly improve service levels based on forecast and capacity, minimize the impact of bad debt by meeting / achieving targets, achieve process improvement, ensure road mapped project execution (and identify new ones), and focus on the people development of their team
- Gather and Report team metrics on a weekly basis, perform random audits to validate any possible investigator miss or trends and responsible for achieving and exceeding team’s defined metrics through sustainable change or process improvement
- Achievements:
- Create and Manage the Decision Quality and MBO audits report for SJO and Worldwide reporting for Product Quality
- Manage a team of mixed functions (Product Quality, Restricted Products, Handmade, Claims) effectively coaching and aiding and guidance through their investigations and performance
- Oversee hiring and training of Handmade Investigators for the expansion of the Handmade Function in SJO
- Ran the Decision Quality Audit Report to liaison with Auditors, Operations and Business team in order to audit 100% of defects and then provide coaching and refreshers as needed to avoid repeat offenders
- Handling AtoZ Claims, OTC Claims, VCC (Virtual Contact Center) and on-site teams for SJO AtoZ Claims of ~25 investigators
- Led SPRO Standardization of Aspect Overtime, Voluntary time-off, Vacations and holiday submission and review
- Aspect is the new workflow management software in which the responsibility of reviewing time-offs falls to operations, so the standardization of the review dates, timeframes, investigator submission steps and Manager Review steps was necessary
- Multiple Flowcharts, timeframes and communication for implementation was created in order to control wasted time, misses and repeated efforts
- Led SJO OTC (One Touch Claims) Pilot to completion as SJO POC with Positive results
- OTC is a high judgement queue enabling investigators to act outside SOPs in order to get to the best outcome for all parties involved
- This Pilot was launched in order to determine if interview process was necessary to define if an investigator had Critical Thinking or if OTC could be implemented as an upskill
- End results of Pilot were that Interview process would be maintained to preserve decision quality from start, however, SJO’s overall performance met desired targets to continue working as OTC as well as enabling new roles such as Auditor and Knowledge Management driver within the SJO Population
- Create and share Decision Quality Reports based on audited data against Systematic Defects for the Product Quality function on a weekly Basis
- Decision Quality Metrics improvement through Scrum meetings
- When team was taken over, YTD FNR (False Negative Rate) and FPR (False Positive Rate) were over target
- As such, I set a series of Meetings based on the Daily Scrum where every investigator would respond to 3 questions and present their defects after performing Self-Mining to the rest of the team
- Claims WW IPH Baselining
- AtoZ Claims did not have accurate (or any) goals set for multiple queues worked, as such, I performed a Baselining for data including Q2 and Q3 that proved several goals were never met worldwide and multiple others were unrealistic based on a Quality first Mentality
- This baselining was shared with the Business team and after double checking the data, they also started performing their own in order to validate and change goals, to be implemented by Q1 2020
- Claims Team Committees
- Group of 4 committees each with a different scope that would tackle Engagement, Communication, Knowledge and Record Keeping for the SJO Claims Team, these groups focus was also to help integrate the Claims team and foment rapport within the members
- Focus was also to show each member the nuances and benefits of working with a team
- Claims Team Idea SharePoint
- Taking the lessons learned from the committees, this SharePoint works as a portal for the Claims team investigators to submit their Ideas to work on
- Be it individually or in groups
- Each idea must either Benefit the Function or the SJO Claims team.
Global Investigations Advisor, Escalations
01.2018 - 05.2019
- Offer live support for Tenure investigators and Ramp-Up investigators to ensure 0 defects are made by providing second opinions, guidance, feedback and live coaching on all relevant policies and processes
- Identify and escalate systemic issues, SOP Gaps and Trustbusters identified live
- This role also needs to comply with all the Job Title:, Specialist (L4)
- Achievements:
- First MRI Batch for Advisors in SJO and second Batch Globally
- Created VCAC (Veteran Customer Account Compromise) action spreadsheet for easier identification of when an account needs to be sanitized by selecting the data-points found in the investigation
- Mapped into Flowcharts the investigation process of the performance metrics: ODR (Order defect Rate), LSR(Late Shipment Rate), CR(Cancel Rate) and Sales Risk for a better understanding and avoidance of defects by investigators
- Created Drafts, materials and documentation for Upskill training for investigators
- Initiated the Daily Scrum Meeting for AP/OP (Abuse/Order Prevention) Advisors for a daily review of Action Items pertaining the department and their Development
- This has not only aided each Advisor to progress on their development but also generated multiple instances of ideas and suggestions which gave way to current Pilot being drafted (Advisor integration on Performance)
- Performed an Analysis on low percentage of HMD responses, the root causes and possible improvements to the same
- Currently leading AP/OP GAP in the creation of an Advisor integration on Performance improvement and Path to Green plans proposal for AP/OP
- This improve the bottom quartile’s DQ (Decision Quality) metrics and provide direct coaching on the drivers from Subject Matters Experts and can eventually be implemented on other verticals
- Currently working on SOP Flowchart integration for Paragon Questionnaires and recommended actions automation
- This will improve decision quality by recommending actions already based on the SOP and perform faster investigations by not having to divert attention outside the current investigation, like not locating the correct SOP or reason
- By having investigators identify the reasons why action should not be process, will also help machine learning to avoid future incorrect queuing of investigations and improve SOPs for gaps found.
Subject Matter Expert
TCKR Champion
08.2015 - 05.2019
- Calibrate with QA and other SME’s and managers where we review the common site misses to detect areas of opportunity and provide new ideas to tackle them
- Serve as a POC (Point of Contact) for any inquiries and doubts about processes
- Achievements:
- Collected data (i.e
- Contact ID Examples) to keep important information handy and use it to provide examples in any Training and or Scenario where an example is necessary, Guide Investigators on how to submit SOP changes for review by the Knowledge Management team
- To do this, must review the Investigator’s update request and verify the update is necessary
- If needed, must also suggest modifications to their requests and create and follow-up with the request for the Content update
- Achievements:
- Multiple submissions and releases of corrections to SOPs (my own and other investors’) such as:
- Feedback Abuse SOP
- Strong Relations SOP
- Take Action Multiple Related Accounts SOP
Escalations Specialist, Investigation Specialist Sr
10.2016 - 01.2018
- Perform deep dive and write up for complex and sensitive escalations including executive escalations from Jeff Bezos, Amazon executive team, Better Business Bureau and Attorney General’s Office
- Work with teams within TRMS and outside TRMS, including ESR & ECR, to come up with action plans to address corrective and preventive actions for an escalation
- This role needs to comply with all the Job Title:, Achievements:
- Created the first Executive Escalations Attorney General’s Office SOP for handling this type of Escalations
- Created the first Executive Escalations Better Business Bureau SOP for handling this type of Escalations
- Established an effective working relationship with inter-dependents for prompt resolution
Investigation Specialist Sr
10.2016 - 01.2018
- Comply with 5% more of Process Adherence and Investigations per Hour metrics compared to L3 investigators
- Comply with all the Job Title: Merchant Risk Investigator (L3)
- Achievements:
- Detected fraud in online transactions and analyzed fraud patterns, escalated the same for NewsFlashes about the Modus Operandi to be shared
- Handled Outlook escalations from peers of other departments such as Seller Support (SeSu) that require immediate review
- Worked hand-by-hand with my manager to improve our Team metrics and aid Struggling investigators
- Drafted Path-to-Green Roadmaps for each investigator in RED in the team and follow through with it until metrics were in Green
Merchant Risk Investigator
05.2015 - 10.2016
- Analyze seller accounts to detect possible risk or any area of opportunity to prevent a bad buying experience and bad debt for Amazon by working all queues related to MRI (Emails, Block, Fraud, Watchlist, Refund, VCAC, and Fold)
- Achievements:
- Top Performer
- Selected for Training Mentor of MRI batch 14
Mentor
01.2016 - 03.2016
- Served as Training Mentor for Batch 14 of MRI
- This included; monitoring defects received and provide feedback to improve investigator’s action quality as well as answering inquiries and providing refreshers
- Achievements:
- Creation of Relations and Annotations Job-aids to improve investigator decisions and quality of actions and annotations
- Mining defects to detect trends within the Batch to provide refreshers/huddles/meetings to prevent any future related issues
- Handled questions related to products, services and tools to give the mentees more knowledge and make sure they are taking the correct action
CreateSpace Senior Support Analyst
Amazon Costa Rica
02.2014 - 05.2015
- Address and resolve customer issues by phone and email by fully owning every contact to resolution including interdepartmental communication, payment issues using Oracle (OFA), MP3/CD music files upload, comply with all the CreateSpace Support Analyst responsibilities
- Resolve Escalated customer’s issues after a CreateSpace Support Analyst was escalated
- Achievements:
- Actively participate in process improvement as a Gemba KTR
- Found and drafted SOP for use of “Newer Version” Feature in Amazon.com website by agents.
CreateSpace Support Analyst
02.2014 - 09.2014
- Handled Book Publishing inquiries regarding requirements for publishing and Website troubleshooting for authors Via Phone and Email
- Achievements:
- Top Performer
- Promoted to CreateSpace Senior Support Analyst
Customer Service Representative Audible
Amazon Costa
10.2013 - 02.2014
- Assisted English speaking customers mainly for www.audible.com website
- Achievements:
- Top Performer
- Company
Assistance Pastry Chef
Costa Rica Marriott and Marriott
01.2012 - 01.2013
- Assisted in the Daily Baking and Pastries supplies for the Hotel’s restaurants and events
- Languages
Education
Lean Six Sigma Green Belt Certified ID 589276 -
Sixsigmastudy
Virtual 01.2017 - 02.2018
Scrum Fundamentals Certified ID 583126 -
SCRUMstudy
Virtual 01.2017 - 02.2017
Certificate - Pastry And Bakery
Lycee Professional Institute of Gastronomy
Argentina 04.2023 - 07.2013
Culinary Arts Diploma -
Centro Interamericano De Educación Tecnológica (CIET)
Heredia 01.2010 - 01.2013
High School Diploma -
EMVA High School, Coronado
San Jose 01.2001 - 12.2005
Skills
Networking and relationship building
Fraud detection
Critical Thinking
Attention to Detail
Teamwork and Collaboration
Skilled in Visio
Change Management
Reporting skills
Microsoft Word
Microsoft SharePoint
Root Cause Analysis
Business process oversight
Business Process Design
Timeline
Certificate - Pastry And Bakery
Lycee Professional Institute of Gastronomy
04.2023 - 07.2013
Program Manager II Global Network
04.2022 - Current
Program Manager
02.2021 - 04.2022
POE Strategic Business Analyst
09.2020 - 02.2021
Investigation Manager
05.2019 - 09.2020
Global Investigations Advisor, Escalations
01.2018 - 05.2019
Lean Six Sigma Green Belt Certified ID 589276 -
Sixsigmastudy
01.2017 - 02.2018
Scrum Fundamentals Certified ID 583126 -
SCRUMstudy
01.2017 - 02.2017
Escalations Specialist, Investigation Specialist Sr
10.2016 - 01.2018
Investigation Specialist Sr
10.2016 - 01.2018
Mentor
01.2016 - 03.2016
Subject Matter Expert
TCKR Champion
08.2015 - 05.2019
Merchant Risk Investigator
05.2015 - 10.2016
CreateSpace Senior Support Analyst
Amazon Costa Rica
02.2014 - 05.2015
CreateSpace Support Analyst
02.2014 - 09.2014
Customer Service Representative Audible
Amazon Costa
10.2013 - 02.2014
Assistance Pastry Chef
Costa Rica Marriott and Marriott
01.2012 - 01.2013
Culinary Arts Diploma -
Centro Interamericano De Educación Tecnológica (CIET)
01.2010 - 01.2013
High School Diploma -
EMVA High School, Coronado
01.2001 - 12.2005