Oswaldo Gutierrez
Miami,FL
Summary
Dynamic SP-S Specialist at Amazon with expertise in escalation management and problem-solving. Proven track record in fostering seller relationships and optimizing processes to enhance customer satisfaction. Adept at cross-functional collaboration and technical troubleshooting, driving successful resolutions for complex challenges while building a supportive community among Selling Partners.
Overview
16
16
years of professional experience
Work History
SP-S Specialist (CWS)
Amazon
Miami, FL
04.2024 - Current
- SP-S Specialist within the Connect With a Specialist program.
- Specialized resource for Amazon's Selling Partners.
- Providing in-depth expertise needed to tackle challenging problems ensuring front to end resolution for a successful selling experience on the Amazon platform.
- Specialized Support: Proving expert guidance to resolve difficult time sensitive issues for Selling Partners that cannot be solved through standard processes.
- Escalation Management: Taking ownership of high-visibility escalations, acting as a subject matter expert to ensure efficient and effective resolution.
- Problem-Solving: Advanced problem-solving under pressure, critical thinking, and decision-making skills to address unique challenges faced by Selling Partners.
- Building Trust: Fostering strong relationships with Selling Partners by demonstrating empathy, active listening, and a commitment to seller satisfaction.
- Cross-Functional Collaboration: Working with other teams and stakeholders within Selling Partner Services to deliver a high-quality experience and implement solutions for complex problems.
- Community Building: Building an active and collaborative community by promoting information exchange among peers and Selling Partners through various communication channels.
Live Channel Intervention Specialist (LCI/ERT)
Amazon
Miami, Florida
10.2020 - 04.2024
- Providing an industry leading level of support for Amazon’s Seller Central Global Platform.
- Serving as leaders across the Seller Support landscape encompassing a wide range of specialties in order to improve our customers experience to resolve complex issues that require a hands on approach through live channel contacts.
Inventory Associate
ES Distributions
Miami, FL
03.2016 - 05.2020
- Perform Daily Operational Safety Check of Powered Industrial Truck.
- Retrieve weekly and daily purchase orders, daily inventory counts, and Build of Materials.
- Conduct inventory stock counts, problem solve any and all discrepancies that may arise.
- Balance counts using company database to monitor all inbound and outbound traffic.
- Receive inbound shipment, forward completed shipment purchase order to for processing.
- Properly and safely store all inventory on warehouse racks and shelves.
- Update Inventory file with stock counts in order to facilitate a more efficient work flow for the production area.
- Follow up with production and fulfillment team on a case by case basis.
- Insure safety standards and OSHA compliance for safety in the warehouse is observed and followed to prevent accidents.
- Communicate to Admin stock counts so new purchases on materials can be placed in a timely manner.
- Assist in production or fulfillment duties when required.
- Developing solutions to problems in order to optimize towards a more efficient workflow for the team.
Tier 1 Fulfillment Associate MIA5
Amazon Sort Center
Miami, FL
10.2014 - 03.2016
- Apart of the initial launch of Amazon SC MIA5.
- Adhere to strict safety, quality, and production standards.
- Pick customer orders on all levels of a multi-level mezzanine.
- Pack and ship customer orders, receive product and troubleshoot problems to resolution.
- Powered Industrial Truck, Gaylord Dumper, Conveyor Jam Clearing Certifications, Managed Small Sortation During Holiday Peak.
- Seasonal Ambassador Peak 2014 & 2015.
- Lead training for new hires and current employees.
- Coaching associates to work safely at all times.
- Help support daily management of department duties, including allocating labor.
- Ensuring successful area performance, through tracking, reporting and feedback of associate performance.
- Fully understanding workflow and daily production goals.
- Assisting in keeping work area clean and organized.
- Identifying and addressing safety hazards in the work area through the appropriate channels.
Park Service Aide
City of Doral
Doral, FL
06.2011 - 01.2012
- Supervised and coordinated public events with park staff.
- Coached Youth Athletic and Special Olympic programs. Communicating with Parents daily.
- Responsible for visitor’s safety, and recreation under all rules and regulations of the City of Doral.
- Filing Incident Reports and Party Rental Contracts.
- Park Maintenance & Safety Inspections.
Portable Electronics Specialist/Media Car-Fi Specialist- Department Lead
Best Buy
Doral, FL
06.2009 - 03.2011
- Providing customers a service that goes above and beyond expectations.
- Inventory Management.
- Onsite Troubleshooting.
- Creating packages that increased worker productivity and consumer trust to reach and exceed Store GMP.
- Set up special midnight and next day releases of new product.
- Antiquate new hires to Employee Toolkit, Handheld Devices, Inventory Signage, and Loss Prevention.
Education
Miami-Dade College
05.2014
Skills
- Escalation management
- Problem solving
- Cross-functional collaboration
- Community building
- Seller support
- Customer relationship management
- Inventory management
- Process optimization
- Technical troubleshooting
- Effective communication
- Relationship building
- Team leadership
- Quality assessment
- Documentation management
- Technical communication
- Analytical thinking
- Stakeholder engagement
- Troubleshooting techniques
- Expert problem solving
- Adaptability
Accomplishments
- Multiple Consecutive Weeks on Employee Recognition Board for Top Waterspider (MIA5)
- City of Doral Basketball Coach’s Plaque 2012
- Department Quarter MVP for Q3 2010 (Best Buy)
- Employee of the Month for January, February, March 2019 (ES Distributions)
References
- Luis Urquia, (786) 473-6252
- Damion Denault, (701) 610-6061
- Tina Hartel, (218) 689-3028
Timeline
SP-S Specialist (CWS)
Amazon
04.2024 - Current
Live Channel Intervention Specialist (LCI/ERT)
Amazon
10.2020 - 04.2024
Inventory Associate
ES Distributions
03.2016 - 05.2020
Tier 1 Fulfillment Associate MIA5
Amazon Sort Center
10.2014 - 03.2016
Park Service Aide
City of Doral
06.2011 - 01.2012
Portable Electronics Specialist/Media Car-Fi Specialist- Department Lead
Best Buy
06.2009 - 03.2011
Miami-Dade College
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