Leslie Baker
Trenton,United States
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
27
27
years of professional experience
Work History
Concession Abuse Prevention Specialist
Amazon
Virtual
04.2017 - Current
- Responded to customer requests for products, services and company information
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Mentored peers from several teams in the F3 OU
- Evaluated account and service histories to identify trends using data to mitigate future issues
- Entered customer interaction details in CSC to track requests, document problems, and record resolutions offered
- Leveraged sales expertise to promote Amazon programs such as Amazon Fresh, Prime Now, Pantry, Whole Foods, Amazon Restaurants, and Prime memberships to capitalize on upsell opportunities
- Answered customer telephone calls, emails, message us, chats promptly
- Mentored trainees in training sessions as a SME
- BAM Hero team member from June 2019-present.
Information Management
Unites States Air Force
Unites States
03.1997 - 03.2007
- As an information management specialist, I was responsible for the coordination and distribution of information and data
- Played a critical role in every department of the Air Force
- Worked closely with the commander of the 90th Communications Squadron and First Sergeant.
Education
Associate of Science - Paralegal Studies
Kaplan Univ
Online05.2009
No Degree - General Studies
Missouri Western State University
Saint Joseph, MO12.1996
Skills
- Goal Setting
- Community Engagement
- Peer Support Training
- Multicultural Sensitivity
- Client Confidentiality
Timeline
Concession Abuse Prevention Specialist
Amazon
04.2017 - Current
Information Management
Unites States Air Force
03.1997 - 03.2007
Associate of Science - Paralegal Studies
Kaplan Univ
No Degree - General Studies
Missouri Western State University