Kevin Zamora

Key Responsibilities

• Create, update, and follow standard operational processes (SOPs) across verticals to execute tasks in a fast-paced team environment with minimal supervision, even in ambiguous scenarios, without putting at risk the quality of results or expected SLAs.
• Create and maintain high-quality stakeholder management with business reviews documentation, root cause analysis, preventing solutions, and new project opportunities.
• Develop process improvements to increase organizational efficiency in executions, reduce manual efforts, and prevent defects caused by human errors.
• Provided direction and guidance to junior associates on complex tasks.

Key Achievements

• Led and contributed over 10 process improvement ideas to increase the efficiency and quality of the SOPs' executions, including dashboard development and automation implementations across different tools, including the Office package.
• Successfully launched over 10 intake requests for multiple workstreams to increase the organization's workload and processes capacity.
• Redesigned and standardized the F3RS new hire training program as an individual project, aligning with the U.S. stakeholder requirements.

Key Responsibilities

• Manage +20 associate teams in multiple organizations and marketplaces, developing performance plans targeting specific KPIs.
• Have continuous communication with multiple stakeholders to escalate systemic issues and look for problem-solving with key support functions, such as Delivery Station Operations, Program Managers, and Human Resources.
• Use data analysis to identify performance trends and improvement opportunities, to take continual action, looking for the best service level and quality.

Key Achievements

• Became the Specialties POC, helping my peers and associates have a smooth transition into payments, transactions, and legal contacts within Amazon.
• Responsible for mentoring and training internal and external new Team Managers for the organization, using my Thrive Program and Team Manager experiences to raise the bar in the leadership team.
• Facilitated career advancement for eight associates to higher-level positions.

Key Responsibilities

• Managed customer interactions across multiple channels, delivering the best customer experience. Specialized in Amazon business, tax, invoice, and legal contact resolution.
• Train and mentor peers with data mining, delivering effective feedback and coaching and root cause analysis.

Key Achievements

• Part of CCX and ACES Kaizens, driving organizational improvements.
• Experience in an advisor role for SJO and Bogotá new hires, in person and virtual environments. Developing learning materials and performance plans during their nesting phase.