FERNANDO CÉSPEDES SÁNCHEZ
San Isidro
Summary
Enthusiastic with +3 years of experience in BRI and with an outstanding record of achievement in training new hired and tenured investigators through up-skills. Mastery of the English Stores, LATAM (BR) , EU Stores, APAY ROW (EN and EU Stores)
Passionate about helping people explode their full potential while keeping a balance between work and life. I am committed to always deliver results and to the continuous improvement.
Overview
7
7
years of professional experience
Work History
PRO Training Specialist L4
Amazon Selling Partner Support Services
04.2022 - Current
- Skilled and experienced in emails and orders queues on the market places of North America (US/CA), LATAM (Brazil) and Amazon Pay ROW (EU-NA)
- Developed and maintained training materials, including job aids, handouts, and presentations for NA stores, Brazil and APAY.
- Created assessments to evaluate the effectiveness of training programs.
- Facilitated classroom instruction for groups up to 21 students.
- Coordinated with subject matter experts in order to develop comprehensive training content.
- Provided technical support during online training events using web conferencing tools.
- Assisted in developing training plans for new hires and existing employees.
- Implemented performance management systems to track employee progress against established goals.
- Monitored instructor performance during delivery of courses and provided feedback as needed.
- Collaborated with internal stakeholders on the design and implementation of customized learning solutions.
- Delivered virtual instructor-led training sessions via video conferencing technology.
CSNA Resolution Specialist L3
Amazon Consumer Support
10.2018 - 02.2021
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
- Analyzed customer data to identify patterns of behavior or trends in order to anticipate potential problems and develop solutions.
- Developed a database of frequently asked questions and answers for customer service representatives to reference when responding to inquiries.
- Researched complex customer service requests involving multiple departments and personnel within the organization.
- Performed quality assurance reviews on final resolutions prior to communicating them back to customers or other stakeholders involved in the dispute process.
Customer Service Training Specialist (A) L4
Amazon Consumer Support
04.2020 - 11.2020
- Managed a group of 15+ new hires and the Training Assistant L3.
- Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals.
- Tracked attendees, participation and understanding of course material.
- Evaluated and communicated trainee participation and performance in reports to management.
- Conducted ongoing evaluations to determine effectiveness of programs and make recommendations for necessary modifications.
- Keep track of the metrics that were impacting the organization, lead the advisers and training assistant to develop a way to improve those numbers, and reduce significantly the impact on the on-boarding teams had on operations.
Retail Generalist
Amazon Consumer Support
03.2018 - 10.2018
- Developed strategies to improve customer service standards and increase customer satisfaction ratings.
- Analyzed data from surveys and focus groups to identify opportunities for product or process improvements.
- Resolved customer complaints in a timely manner while providing excellent customer service.
PRO Investigation Specialist L3
Amazon Selling Partner Support Services BRI
06.2021
- Buyer Risk Investigations - Payment Risk Operations investigator.
- Identify new fraud, abuse patterns, and payment transaction risks.
- Take appropriate action to identify and minimize the risk posed by such trends in order to improve the team metrics.
- Investigate suspicious merchant activity and behavior that could pose a risk to Amazon, our buyers, or merchants.
- Participate in other special projects/assignments as necessary, such as peer support and mentoring.
Education
English Teaching Licenciatura -
Universidad Latina, Pérez Zeledon
01.2020
English Teaching Bachelor -
Universidad Latina, Pérez Zeledón
01.2018
High school -
CTP General Viejo, Pérez Zeledón
01.2013
IT Support Technical Specialty -
CTP General Viejo, Pérez Zeledón
01.2013
Skills
- Technical Skills: Microsoft Office, Windows, Web Applications, IT Essentials CISCO, IT CISCO CCNA 1, IT CISCO CCNA 2, Excel and Office
- TDP Certified Trainer
- LXM Design Certificate
- LXM Media Certificate
- Online training experience
- Training delivery
- Project Implementation
- Performance Assessment
- Employee Development
- Learning Management Systems
- Needs analysis
- Motivational speaking
- Program facilitation
- Program Planning
CONTACT
- PHONE: 89816530
- EMAIL:
- Fernandocespedes962@gmail.com
- Sfernn@amazon.com
Timeline
PRO Training Specialist L4
Amazon Selling Partner Support Services
04.2022 - Current
PRO Investigation Specialist L3
Amazon Selling Partner Support Services BRI
06.2021
Customer Service Training Specialist (A) L4
Amazon Consumer Support
04.2020 - 11.2020
CSNA Resolution Specialist L3
Amazon Consumer Support
10.2018 - 02.2021
Retail Generalist
Amazon Consumer Support
03.2018 - 10.2018
English Teaching Licenciatura -
Universidad Latina, Pérez Zeledon
English Teaching Bachelor -
Universidad Latina, Pérez Zeledón
High school -
CTP General Viejo, Pérez Zeledón
IT Support Technical Specialty -
CTP General Viejo, Pérez Zeledón
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