Luilli Avalone

Provided customer service and technical support to Amazon sellers via

phone, email, and chat.

Assist up to 40 new sellers daily to complete the process of Identity

Verification throughout the video call meetings.

Look for any type of discrepancy in the seller's documents that can

indicate a possible fraud

Evaluate the seller during the calls, and simultaneously research for

possible matches in the Company Resource Pages.

Analyzed root cause of seller complaints and developed strategies to

improve the overall customer experience.

Resolved seller inquiries promptly and accurately by researching

account information and providing solutions.

Exceeding the metric goals of 98.6% of 99% of calls connected, 96.02%.•

Recognized system, quality and process concerns contributing to poor

seller experiences to share information with software developer and

leadership teams.

• Demonstrated excellent communication skills in resolving product and consumer complaints
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints
• Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment
• Maintained knowledge of company products and services to promptly resolve complaints and concerns
• Assisted staff with resolving complex customer issues and implementing targeted solutions
• Assisted customers with making payments or establishing payment plans to bring accounts current
• Reviewed accounts for payments received or approved credit arrangements
• Trained new hires on products and services, best practices and protocols to reduce process gaps
• Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
• Set clear expectations and helped employees pursue optimal paths for achieving each target
• Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings
• Monitored phone calls to provide feedback and coaching
• Executed on-time and under-budget project management to resolve complex issues

• Handled high volume of phone calls and routed to proper guest or internal department
• Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs
• Contacted housekeeping services and maintenance personnel regarding problems with guest rooms
• Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations
• Issued room keys to guests upon check-in and answered questions regarding proper use
• Drafted guest invoices and posted charges to individual accounts
• Developed vast knowledge of local area to provide guests with information about dining options, arts, culture and other entertainment
• Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service
• Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction
• Answered phones to respond to customer inquiries and transferred calls to appropriate staff members
• Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process
• Cultivated professional relationships with guests, improving customer retention through coordinated service
• Worked with housekeeping and maintenance staff to address and resolve building and room issues
• Input customer data into reservation systems and updated to reflect room changes