CINDY MARCELA LEON DELGADO
San Roque, Barva,Heredia
Summary
Proactive and responsible professional with a strong aptitude for learning. Extensive experience in project management and development, showcasing a keen ability to excel in teamwork and identify emerging problems. Skilled in detecting areas for improvement, ensuring continuous growth and success.
Overview
8
8
years of professional experience
Work History
Andon Swat Associate
Amazon
08.2020 - Current
- One of the main functions was to be part of the Andon Cord case validation team, to verify and validate escalations related with early detection defects
- On the other hand, I'm part of the Andon Swat QA team, creating a new document and tool to standardize and facilitate the case analysis process for QA team. Also reviewing the resolution of the escalations made.
- Currently, part of the Andon Cord resolvers team, giving support to resolvers in different market places, in charge of reviewing Andon Cords cases and resolve it, escalating the issue with FC's, vendor and another retails departments
- Also part of the training team for new members of the resolver team.
- I am currently in charge of doing the quality review of escalations related to problems on the webpage or inventory. Additionally, sending productivity reports on the team's weekly metrics, among other tasks.
Quality Assurance Analyst
Amazon
09.2018 - 08.2020
- As part of the QA team, our main objective was to audit cases related to amazon.mx market place and customer service contacts, as well as to ensure that the concession policy adherence (CPA) metrics were maintained in accordance with the provisions of the policies
- Additionally, the numbers and metrics of the markets were reviewed daily, a report was created to detect any emerging problem or behavior that could negatively affect them
- Additionally, multiple reports were sent to managers, to keep them up to date on their metrics
- After the launch of the VCS Mexico team, we worked together with managers and group managers to review the contacts of the customer service agents on a daily basis and provide a report along with best practices and recommendations to handle contacts more effectively, ensuring to provide improvement to the metrics of the teams
Customer Service Associate
Amazon
05.2017 - 09.2018
- Customer service agent in amazon MX marketplace and NASP
- Part of CAP (Concession Abuse Prevention) agent, in charge of receiving contacts related to clients with concessions abuse profiles, do the proper investigation of the accounts and in case of abuse, report the account, put an alert so that the agents are informed about the client's tendency and if necessary close or block accounts
Education
Technitian - Ciber security
Cenfotec
Bachelor - Sustainable development management
UNA
No Degree - Business Administration
UNED
Skills
- Adaptability in High-Pressure Situations
- Prioritization and Multitasking
- Skilled in Conflict Management
- Effective Learning Agility
Languages
English
Professional Working
Portuguese
Limited Working
Timeline
Andon Swat Associate
Amazon
08.2020 - Current
Quality Assurance Analyst
Amazon
09.2018 - 08.2020
Customer Service Associate
Amazon
05.2017 - 09.2018
Bachelor - Sustainable development management
UNA
Technitian - Ciber security
Cenfotec
No Degree - Business Administration
UNED
Similar Profiles
Gayathri VGayathri V
CS Associate at AmazonCS Associate at Amazon
Veronica HilbyVeronica Hilby
Trainer at AmazonTrainer at Amazon
Jedidia TambuJedidia Tambu
Agent de production at AmazonAgent de production at Amazon
Juan NietoJuan Nieto
Warehouse Laborer at AmazonWarehouse Laborer at Amazon
Sebastian GonzalezSebastian Gonzalez
Barber Apprenticeship at Barber HausBarber Apprenticeship at Barber Haus