Renee Burmer
Princeton,West Virginia
Summary
- Thrive Leadership Program Graduate
- Cross-trained in .com and .ca retail, Kindle Support, Heavy Bulky Services, Concession Abuse Prevention, and Product Life Support
- Coached 75 retail new hires as a Rover Summer of 2022
- SME HBS, HBS/PLS, Retail
- BAM Hero Spring/Summer/Fall 2022,
- Peer training for Prime Week for acting resolution specialists
- Owner of project for entire department of resolution specialists for followup resolutions in a timely manner
- Lead team meetings while in Product Life Support
Overview
9
9
years of professional experience
Work History
CNS Resolution Specialist
Amazon.com
01.2023 - Current
- Responsible for handling escalations from external customers and internal (CSA) customers.
- Escalated systemic issues to senior leadership to protect Amazon.
- Responsible for solving greater issues such as working with senior leadership from delivery stations and fulfillment centers to white glove deliver packages for missed birthday presents.
- Provided eduction regarding policy procedure, account knowledge, and understanding while maintaining customer relations.
CNS Resolution Specialist [A]
Amazon.com
10.2022 - 01.2023
- Responsible for handling escalations from external customers and internal (CSA) customers.
- Escalated systemic issues to senior leadership to protect Amazon.
- Responsible for solving greater issues such as working with senior leadership from delivery stations and fulfillment centers to white glove deliver necessary medical equipment for customers.
- Provided eduction regarding policy procedure, account knowledge, and understanding while maintaining customer relations.
Product Life Support /HBS
Amazon.com
06.2021 - 10.2022
- Assisted to customers needs regarding orders, damaged/defective products, returns/refunds for the heavy bulky products sold on Amazon.com
- Escalated systemic issues via ticket submissions and claim processing
- Provided eduction regarding policy procedure, account knowledge, and understanding while maintaining customer relations.
- Created a database for the entire department for manufacturer contact information for warranty claims and replacement parts.
Consession Abuse Prevention
Amazon.com
11.2021 - 01.2022
- Assisted higher risk customers on issues while maintaining customer obsession.
- Provided eduction regarding policy procedure, account knowledge, and understanding while maintaining customer relations.
Heavy Bulky Services
Amazon.com
01.2021 - 06.2021
- Assisted customers with needs such as orders, returns/refunds and delivery options
- Provided education on policy/procedures, account knowledge all while maintaining customer obsession
- Yielded $9942 in savings per year through Gemba process eliminating the need for DART usage, thus decreasing average handle time, repeated contacts all while increasing customer satisfaction.
Customer Service Associate
Amazon.com
05.2020 - 02.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Kindle Support
Amazon.com
11.2020 - 12.2020
- Resolved customer issues with technical issues through troubleshooting and/ or replacements of devices
- Provided education on purchasing the devices
Executive Assistant
Ramey Motors, Inc.
06.2019 - 05.2020
- Answered telephone calls and assisted with guest service relations
- Developed warranty filing office systems in accordance with the Toyota requirements.
Executie Assistant to the General Manager
Roselawn Funeral Home And Cemetery
11.2014 - 06.2019
- Project leader for community outreach representing the funeral home (Easter Sunrise Services, Memorial Day Festival, Christmas Candlelight Memorial, Veteran's appreciation dinners, Domestic Violence Awareness and Suicide Awareness and Hospice Outreach)
- Project manager of multiple projects to include Veterans Quilts of Valor and the Dignity Awards for Excellence
- Assisted the general manager with travel arrangements and meeting and training agenda
- Prepared all necessary paperwork with 100 percent accuracy for burial (death certificates, cremation permits, service stationery packages, and life insurance filing)
- Accounts Receivable and Payable management
- Prepared with accuracy, bank deposits of large sums of money
- Lead the audits for the funeral home/cemetery records in accordance with the SOX Audit Guidelines
- Assisted with taking the deceased loved ones into the funeral home care.
Education
Bachelor of Arts - Business Management
Outlier University
06.2025
Associate of Science - Accounting
Salisbury Business College
06.1996
Skills
- Customer Obsessed, 30 years
- Attention to detail
- Ownership
- Self starter
- Critical thinker and excellent problem solver
- Proficient in Microsoft Office, Excel and Power Point
Timeline
CNS Resolution Specialist
Amazon.com
01.2023 - Current
CNS Resolution Specialist [A]
Amazon.com
10.2022 - 01.2023
Consession Abuse Prevention
Amazon.com
11.2021 - 01.2022
Product Life Support /HBS
Amazon.com
06.2021 - 10.2022
Heavy Bulky Services
Amazon.com
01.2021 - 06.2021
Kindle Support
Amazon.com
11.2020 - 12.2020
Customer Service Associate
Amazon.com
05.2020 - 02.2021
Executive Assistant
Ramey Motors, Inc.
06.2019 - 05.2020
Executie Assistant to the General Manager
Roselawn Funeral Home And Cemetery
11.2014 - 06.2019
Bachelor of Arts - Business Management
Outlier University
Associate of Science - Accounting
Salisbury Business College
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