Lizeth Mena Céspedes
Summary
- Analyzing data to improve Connection metrics of the team and creating action plans to foster a pleasant work environment, conducting workshops to reduce the Controllable Andon Cord metric, and delivering refreshers to reinforce sellers' case management skills.
Overview
4
4
years of professional experience
Work History
SPS T4 Associate
Amazon
04.2024 - Current
- Handle complicated issues reported by frontline SP-S associates for Selling Partners.
- Deliver valuable insights to our customers to enhance our shared goals of providing the best Selling Partner experience.
- Work to strive to eliminate all process issues and collaborate with other internal systems to eliminate operational flaws
- Aim to fix all problems in our processes and work with other internal systems to fix operational issues too.
SPS Associate Advisor
Amazon
11.2022 - 05.2023
- Participate in providing accurate and timely resolutions for Selling Partners and Associates, playing a key role in diagnosing technical, operational, system, and process issues
- Manage escalations from leadership and actively engage with Selling Partners on all available communication channels
- Identify obstacles to Selling Partner and Associate success, deliver solutions, and initiate change through impactful business improvement initiatives
- Enthusiastically embrace learning new skills and provide support across skills, sites, and regions for Andons and escalated contacts from Selling Partners
- Earned customer trust by following up the cases until resolved and learned new ways to simplify processes.
Seller Support
AMAZON
01.2021 - 01.2023
- Take ownership of each Seller interaction, striving for successful first-time resolution of all inquiries and concerns, ensuring a positive customer experience
- Utilize various technology applications and features to effectively address and resolve Seller contacts, demonstrating a strong understanding of Amazon's systems and tools
- Excellent verbal and written communication skills, inspiring confidence while leading customers through the various steps to resolve issues via phone, and email channels
- Work independently while utilizing departmental resources, policies, and procedures to efficiently resolve Seller issues, balancing competing objectives and trade-offs
- Maintain and meet or exceed key performance metrics such as quality of service, productivity, first contact resolution rate, and supported supervisors with required dive deeps on associates to find areas of opportunity.
Education
Licentiate's degree, English Teaching Major -
Universidad Latina
01.2019
bachelor's degree, English Teaching Major -
Universidad Nacional
01.2015
Skills
- Communication Skills
- Leadership
- Multitasking
- Problem-Solving
- Highly responsible and reliable
- Time Management
- Analytical and Critical thinking skills
- Knowledge of the product Networking
- Research lover
- Good judgment and discretion
Timeline
SPS T4 Associate
Amazon
04.2024 - Current
SPS Associate Advisor
Amazon
11.2022 - 05.2023
Seller Support
AMAZON
01.2021 - 01.2023
Licentiate's degree, English Teaching Major -
Universidad Latina
bachelor's degree, English Teaching Major -
Universidad Nacional