Jassy Ochiuzzo

Deltona,Florida

Summary

Results-driven operations and support professional with over 7 years in high-volume environments. Expertise in customer service, administrative support, issue resolution, and process coordination. Skilled in managing priorities, fostering effective communication, and resolving complex issues while ensuring accuracy in fast-paced settings.

Overview

Language

years of professional experience

Work History

Assistant Manager

Total Wine & More

Altamonte Springs, Florida

03.2025 - Current

Deliver exceptional customer service by building strong customer relationships, identifying customer needs, and providing accurate, timely solutions.
Resolve escalated customer and employee concerns using active listening, empathy, sound judgment, and conflict-resolution skills.
Investigate customer concerns by gathering information, identifying root causes, and determining appropriate resolutions in accordance with company policies and procedures.
Handle multiple customer requests and operational priorities simultaneously while maintaining accuracy, professionalism, and attention to detail.
Train, coach, and mentor employees on customer service standards, company procedures, communication, and operational processes.
Coordinate staffing, workload distribution, and daily priorities based on changing business needs.
Monitor operational performance and customer service trends to identify opportunities for process improvement and increased efficiency.
Utilize Microsoft Office and business systems to maintain records, prepare reports, track performance, and communicate operational information.
Communicate effectively with customers, employees, management, and cross-functional teams through phone, written, and face-to-face communication.
Provide administrative support through scheduling, reporting, recordkeeping, inventory documentation, and daily operational coordination.
Maintain detailed documentation, records, reports, and operational information with a strong focus on accuracy and confidentiality.
Coordinated schedules and appointments for team members efficiently.
Ensured that all paperwork was completed accurately before submission deadlines.

Process Assistant

Amazon (Hybrid / Remote Support)

Deltona, FL

12.2018 - 03.2025

Provided operational, administrative, and employee support in a high-volume fulfillment environment while working both onsite and remotely as business needs allowed.
Investigated operational and employee concerns by gathering information, reviewing available data, identifying root causes, and recommending solutions.
Managed multiple priorities simultaneously while maintaining accuracy, organization, productivity, and established deadlines.
Created and maintained Excel spreadsheets, reports, trackers, and operational documentation to monitor performance and support decision-making.
Analyzed productivity, quality, attendance, and workflow metrics to identify trends, performance gaps, and opportunities for improvement.
Coordinated communication between employees, leadership, and cross-functional departments to facilitate timely issue resolution.
Trained, coached, and supported employees on standard operating procedures, technology, workflow processes, and performance expectations.
Assisted with onboarding and cross-training initiatives to improve employee readiness, knowledge, and operational flexibility.
Conducted process and workflow reviews to identify inefficiencies and recommend continuous improvement opportunities.
Used problem-solving and root-cause analysis to address operational challenges and minimize disruptions.
Communicated complex processes and procedural changes clearly through verbal and written communication.
Collaborated with leadership on performance management, process improvements, operational planning, and implementation of new procedures.

Education

Associate of Arts - General Studies

Daytona State College

Daytona Beach, FL

08-2022

High School Diploma -

Deltona High School

Deltona

08-2019

Skills

Microsoft Office Suite: Excel, Word, Outlook

Google Workspace: Docs, Sheets, Gmail

Administrative: Data Entry, Documentation, Recordkeeping, Reporting, Scheduling, Calendar Coordination, Performance Tracking

Customer Support: Phone Support, Email Support, Customer Service, Issue Resolution, Escalation Management, Conflict Resolution

Operations: Workflow Coordination, KPI Tracking, Quality Assurance, Process Improvement, Root Cause Analysis, Training & Onboarding

Systems: Business Applications, Internal Databases, POS Systems, Scheduling Systems, Digital Communication Platforms

Management:

Employee performance

Stock optimization
Process support
Employee training
Document management
Operational troubleshooting
Staff scheduling
Operational reporting
Cash management

Languages

Spanish

Professional

Timeline