Summary
Overview
Work History
Skills
Timeline
Generic

Ima Feland

Chandler,AZ

Summary

Experienced professional with a proven track record at Amazon, excelling in customer service and problem-solving. Adept at leading cross-functional teams to enhance operational efficiency and drive strategic initiatives. Recognized for strong communication skills and attention to detail, successfully implementing process improvements that optimized seller account management practices.

Overview

11
11
years of professional experience

Work History

Account Health Assurance

Amazon
03.2020 - 07.2024
    • Provided personalized support and guidance to selling partners support to understand and adhere to policies, assist with addressing issued before they escalate to account suspension or deactivation.
    • Acts as a liaison between selling partners and other Amazon departments to resolve issues and answer questions.
    • Helps sellers develop action plans to fix account health issues and ensures they respond to violations within the given timeframe.
    • Makes determinations on whether a seller should be enforced or reinstated based on the situation.
    • Review seller issues where sellers are not actively working to address account health problems and focus on detecting and mitigating risks in an evolving environment.
    • Handle and deep dive into escalated accounts requiring leadership review.

Selling Partner Support

Amazon
10.2019 - 03.2020
    • Demonstrates end to end ownership of every selling partners interaction coupled with proactive problem solving and provides exceptional support
    • Provides prompt and efficient service to Amazon selling partner and merchants including the appropriate escalation of Sellers' issues.
    • Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
    • Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
    • Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues and questions.
    • Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
    • Facilitated training sessions for team members to improve skill sets and policies update.

Microsite Associate

Amazon
11.2016 - 10.2019
  • Partnered with Product Development teams to mitigate selling partner pain points and drive defect elimination and contact reduction on project basis.
  • Analyze seller contacts and share insights on contact drivers.
  • Recognize system, quality, and process concerns contributing to poor seller experience and share with product and leadership teams.
  • Demonstrate effective, clear and professional written and oral communication..
  • Meet and/or exceed performance metrics such as quality, productivity, first contact resolution, and attendance.
  • Contribute to a positive team environment and proactively assist others with difficult contacts as needed.

Account Payable

Select Blinds
01.2014 - 09.2016
  • Receive, review, and process invoices from vendors, ensuring accuracy and proper documentation.
  • Maintain vendor records, communicate with vendors regarding payment inquiries, and resolve any payment discrepancies.
  • Prepare and process payments to vendors through various methods, ensuring timely and accurate disbursements.
  • Prepare and generate accounts payable reports for management.
  • Collaborate with other departments (e.g., purchasing, receiving) to resolve invoice and payment issues.
  • Identify and implement process improvements to enhance efficiency and accuracy in accounts payable operations.

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Multitasking
  • Excellent communication
  • Attention to detail

Timeline

Account Health Assurance

Amazon
03.2020 - 07.2024

Selling Partner Support

Amazon
10.2019 - 03.2020

Microsite Associate

Amazon
11.2016 - 10.2019

Account Payable

Select Blinds
01.2014 - 09.2016

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Ima Feland