Emmely Carazo
West Warwick,RI
Summary
Creative Operations Specialist skillful in executing effective operating rhythms and management systems structures. Expertise in analyzing, articulating and solving various problems. Analytical and organized professional comfortable working independently or as part of team. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Customer Service Operations Specialist
Assurant Global Automotive
09.2023 - Current
- Handled escalated customer concerns with professionalism and empathy, often turning negative experiences into positive outcomes through effective problem-solving techniques.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
Amazon Logistics Escalation Supervisor
Amazon LLC
05.2022 - 07.2022
- Fostered a positive work environment by actively supporting team members in their personal development goals and career aspirations.
- Maintained accurate records of all escalations, tracking trends and identifying areas for improvement.
- Safeguarded the company''s reputation by maintaining a high level of professionalism and integrity in all interactions with customers, colleagues, and external partners.
- Promoted a culture of continuous improvement through regular reviews of policies, procedures, and best practices.
- Reduced response times for escalation cases by implementing efficient processes and protocols.
- Improved overall company reputation by consistently delivering exceptional customer service during escalations.
- Streamlined communication between departments by establishing clear guidelines for information sharing.
- Collaborated closely with other departments to ensure seamless handover of escalated cases when necessary.
- Minimized future escalations by proactively identifying potential problem areas and implementing preventive measures.
- Influenced long-term customer loyalty by demonstrating empathy and understanding during difficult situations, providing tailored solutions to meet individual needs.
- Boosted team productivity by providing thorough training and ongoing support to staff members.
- Contributed to organizational growth by sharing insights from escalation experiences with relevant stakeholders, informing decisions on product improvements or policy updates.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Participated in training programs to enhance product knowledge and customer service skills.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Subject Matter Expert - New Business Incubation
Amazon
12.2021 - 05.2022
- Develop businesses from conception to graduation to permanent OU through composing KC content and SOP's as well as deep diving customer facing issues through weekly contact analysis
- Train 20-30 associates on correct policies and procedures for each business within OU on a weekly basis
- Excel in an elite pilot project to ensure gift card escalations are resolved properly through constant monitoring and engagement
- Analyze business problems, identifying root causes and developing robust solutions through Gembas and SIMs
- Collaborate with management to identify and prioritize new development concepts within multiple businesses
- Create and present WBR presentations and reports to team managers, group managers and operations managers
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues in multiple OU's
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
Customer Service Specialist
Amazon
10.2015 - 12.2021
- Provided primary customer support to internal and external stakeholders
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Increased efficiency and productivity by promoting and performing operational best practices
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions
- Collected customer feedback and initiated process changes to exceed customer satisfaction goals.
Owner
Computers And Gadgetz
04.2013 - 04.2014
- Founded buy, sell, repair and trade computer business, growing revenue to $2000.00 in first year
- Managed day-to-day business operations
- Evaluated suppliers to maintain cost controls and improve operations
- Recruited, hired and trained initial personnel, working to establish key internal functions and scope of positions for new organization
- Trained and motivated employees to perform daily business functions
- Created and monitored promotional approaches to increase sales and profit levels
- Reconciled daily sales, returns and financial reports in QuickBooks
- Established foundational processes for business operations
- Maintained up-to-date administrative records to monitor operational conditions.
Education
Business Administration With Concentration in HR -
Southern New Hampshire University
06.2025
Skills
- Training and Development
- Team Building/Engagement
- Independent Problem-Solving
- Microsoft Software Proficiency
- Six Sigma Methodologies
- Teamwork and Collaboration
- Attention to Detail
- Problem-solving abilities
Accomplishments
- Achieved the graduation of 3 independent businesses within the Incubation OU to a permanent OU through effectively helping with CSA training, data mining, escalating and resolving both employee and customer issues, and creating and implementing policy and procedure in each business
- Resolved customer and CSA issues in a pilot gift card escalation queue which led to a reduction in "Dear Jeff" gift card escalations within Amazon
- Authored a published reference in the Vet Diet/Pet Specialty OU
Recognitionandawards
- Thrive Graduate 2022
- Houseparent of the Year for Florida Baptist Children's Homes 2021
Timeline
Customer Service Operations Specialist
Assurant Global Automotive
09.2023 - Current
Amazon Logistics Escalation Supervisor
Amazon LLC
05.2022 - 07.2022
Subject Matter Expert - New Business Incubation
Amazon
12.2021 - 05.2022
Customer Service Specialist
Amazon
10.2015 - 12.2021
Owner
Computers And Gadgetz
04.2013 - 04.2014
Business Administration With Concentration in HR -
Southern New Hampshire University
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