ALEJANDRO VALVERDE
San Jose,,Costa Rica
Summary
Proactive and dedicated professional, committed to delivering exceptional support to both internal and external customers. Adept at conflict resolution, punctual in problem-solving, and highly skilled at multitasking. Constantly identifying areas for improvement and proactively reaching out to PMs or POCs for information to navigate and resolve issues, especially when resources are unavailable. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills.
Overview
5
5
years of professional experience
Work History
SPS Associate Advisor (SPS)
Amazon
01.2022 - Current
- Provide deep support to associates facing challenges in resolving cases by helping them with inquiries when processes are unclear or resources are insufficient.
- Handle leadership escalations from frustrated sellers, communicated via email or phone, regarding incorrect resolutions provided by associates. Focus on addressing issues related to knowledge gaps or policies to ensure prompt, correct and satisfactory resolutions.
- Engage actively in our support chime groups to assist other Associate Advisors with their inquiries, stuck cases or aux needs fostering a proactive and collaborative support environment.
- Create informative email communications, flyers, and workshops for my team and the NA GAT teams, delivering essential information and processes to enhance our daily operations.
- Coordinate dynamic team activities for our meetings to elevate engagement and strengthen team cohesion.
- Collaborate with stakeholders such as program managers, the ACES team, POCs, and resolver groups managers to refine processes and address emerging issues impacting the platform and tools used by AAs and associates when solutions are not clear or impacted SLAs.
- Proficient in Gemba and adept at process improvement methodologies for better and faster support.
- Perform in-depth analyses to uncover the root causes of controllable andons, and subsequently deliver targeted weekly coaching and refresher sessions to associates based on the insights gained from these investigations.
Seller Support Associate (SPS)
Amazon
01.2021 - 01.2022
- Deliver technical support to Selling Partners for issues related to their offers (both Fulfilled by Seller and Fulfilled by Amazon), including payments, accounts, shipments, policy violations, account health, and general inquiries.
- Ensure the best experience for Selling Partners by applying soft skills and going the extra mile to find effective solutions for their issues.
- Assist my team by providing guidance and support for cases where they encounter challenges in finding the appropriate resolution path.
- Maintain top-tier metrics to drive the achievement of both personal and team goals.
- Provide tips, develop flyers, and conduct refresher sessions to boost team knowledge and improve performance.
Customer Service Associate / Account Change (Retail)
Amazon
01.2020 - 01.2021
- Provide comprehensive assistance to buyers with a wide range of order-related issues. This includes processing refunds, managing returns, arranging replacements, and addressing concerns about lost items. Ensure prompt and effective resolution of each issue to enhance the overall customer experience and satisfaction.
- Assist buyers in setting up their accounts by guiding them through the registration process and ensuring all necessary personal information is accurately entered. Additionally, provide support for updating and managing personal details to keep their account current and secure.
- As a top performer, I supported my peers by offering refresher training and sharing tips on effectively handling calls and emails to achieve a high volume of positive responses, which was the primary performance metric.
- When buyers experienced account access issues, my role was to support them by facilitating password resets and updating credentials to restore their account access efficiently and secure.
Education
Business Turism
Universidad Nacional De Costa Rica
05.2015
Skills
- Responsible
- Adaptability
- MS Office knowledge
- Self Motivation
- Multitasking
- Tech-Savvy
- Time management
- Organizational Skills
- Communicative
- Relationship Building
- Training and mentoring
- Problem-Solving
Timeline
SPS Associate Advisor (SPS)
Amazon
01.2022 - Current
Seller Support Associate (SPS)
Amazon
01.2021 - 01.2022
Customer Service Associate / Account Change (Retail)
Amazon
01.2020 - 01.2021
Business Turism
Universidad Nacional De Costa Rica