Buffy Stratton
Fort Myers,FL
Summary
Developed strong communication and problem-solving skills in fast-paced customer service environment. Applied these abilities to effectively handle inquiries and resolve issues. Seeking to transition into new field, leveraging these transferable skills to contribute to dynamic and collaborative team.
Overview
23
23
years of professional experience
Work History
Customer Service Liaison, FC Support
Amazon.com Fulfillment Center
05.2018 - 12.2024
- This position is responsible for ensuring that Amazon's commitment to 100% customer satisfaction is incorporated in all Fulfillment Center (FC) processes, and that the Customer Service department is aware of FC operations and how it affects customer orders.
- Responsibilities:
- Maintaining knowledge of all inbound, inventory, and outbound practices within the FCs
- Maintaining knowledge of carrier’s shipping policies
- Informing FC trainers, PAs, and managers of CS policies that affect production
- Training CS representatives about FC operations and how it directly affect customer orders
- Maintaining same day service in customer (shipping-lex) and customer service email queues
- Processing customer returns escalated by the returns crew
- Processing problem orders escalated by the problem solvers within the FC
- Participating in all areas of production within the FC
- Demonstrating good judgment when prioritizing workload
- Fostering cooperation and sense of common purpose between CS department and the FCs
- Routinely “thinking outside the box” to solve problems creatively, and explaining the root cause to the appropriate parties
Inbound Support Specialist
Amazon.com Fulfillment Center
01.2010 - 01.2018
- ISS stands for Inbound Support Services. The primary function of ISS is to work the queue of Retail Request tickets which provide critical information to resolve defects that are impacting both primary and secondary customers (Fulfilled By Amazon (FBA) partners). There are dozen of teams outside of the FC that work to maintain inventory and protect customers. These teams are responsible for maintaining inventory, but can't visit each and every FC to check on their inventory personally. The ticketing system serves as communication by requesting FC teams to provide images of the items or details about the items so the can determine the best course of action to correct the inventory. In essence, ISS serves as the bridge that connects Retail Teams (that buy the inventory for customers) to the FC (where the customer orders are shipped) so that only send defect-free items to customers.
Problem Solve
Amazon.com Fulfillment Center
01.2002 - 01.2010
- Made sure premium shipments made customer promise. Had to problem solve, know where shipments were in process. Communicate with every process to insure that everything was being processed as needed. Problem Solve for Outbound Slam Stack Gift-wrap Shipping Communicate Rebin Sort Microsoft Excel
- Defined problem to identify, prioritize and select alternatives.
- Looked outside known experience to find solutions and produce results.
- Employed various tools and equipment to find solutions to difficult or complex issues.
- Researched and extracted data to complete tasks.
Education
High School Diploma -
Lafayette Sr High
Lexington, KY05.1991
Some College (No Degree) -
University of Kentucky
Lexington, KYSkills
- Meeting Deadlines
- Multitasking
- Problem Solving
- Microsoft Excel
- Customer Service
- Teamwork
Timeline
Customer Service Liaison, FC Support
Amazon.com Fulfillment Center
05.2018 - 12.2024
Inbound Support Specialist
Amazon.com Fulfillment Center
01.2010 - 01.2018
Problem Solve
Amazon.com Fulfillment Center
01.2002 - 01.2010
High School Diploma -
Lafayette Sr High
Some College (No Degree) -
University of Kentucky
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