Personable and dedicated professional with extensive experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses
Overview
9
9
years of professional experience
Work History
Seller Support Associate Sr
WFH Remote L3, Amazon.com Services LLC
08.2022 - Current
Identified, analyzed, and resolved seller processing problems by effectively resolving non-phone triaged support cases through a trouble ticketing system escalated from a L2 department within Amazon’s help desk.
Utilized proprietary software programs, conducted data entry, and proficiently
worked with Excel, Word, Outlook, Salesforce, and CRM systems.
Demonstrated exceptional attention to detail and swiftly adapted to learning
and adhering to organizational policies, practices, and operations.
Successfully completed cross-training in four departments: Brand Registry, Brand Validation, ESR-LR, International Trademark Verification, and Generic SOP.
Customer Support Specialist
Liveops (Victoria's Secret)
10.2020 - 12.2022
Provided exceptional services to LiveOps company growth strategy through a contract with renowned brand Victoria's Secret & Co.
Engaged with customers, effectively interpreting cues and providing prompt
assistance in regards to product inquiries, inventory, promotions, apparel and sizing, order placement, transactions, as well as shipping and logistics information.
Demonstrated expertise in various up-selling techniques, resulting in an increase in average transaction amount.
Seasonal Customer Service Associate WFH
Amazon.com Services, LLC
03.2020 - 11.2020
Simultaneously engaged with customers through telephone calls, emails, and chat, effectively managing up to 100 inquiries daily
Provided well-informed responses to customer inquiries on product details, pricing, and availability
Resolved issues pertaining to refunds, returns, and shipping logistics by leveraging available resources, including knowledge bases
Call Contact Center Supervisor
24-7 Intouch Denver (Virgin America Airlines)
02.2015 - 02.2020
Provided exceptional customer service as a CSR Tier 1, effectively assisting an average of 80-120 customers daily in arranging and booking airline reservations through the utilization of the Sabre system.
Recognized for outstanding performance and quickly promoted to CSR Tier 2 within only 1 month, and Floor Supervisor within 60 days of joining the newly ramped team .
Supervised a team of 25 direct reporting CSR Tier 1 and Tier 2 associates
Monitored live calls and coached team members on performance metrics / KPI's, aux abuse, and consumer behavior based on directives outlined by client
Assisted with Real-Time Analytics and Transcription
Education
GED -
Arapahoe Community College
Littleton, CO
01.2007
Skills
Help Desk
Issue and Resolution Tracking
Support SOP Writing
Service Ticket Tracking
Case Support
Operational Processes
Resolve Technical Problems
Call Center Software
Skilled Collaborator
Transaction Processing
Timeline
Seller Support Associate Sr
WFH Remote L3, Amazon.com Services LLC
08.2022 - Current
Customer Support Specialist
Liveops (Victoria's Secret)
10.2020 - 12.2022
Seasonal Customer Service Associate WFH
Amazon.com Services, LLC
03.2020 - 11.2020
Call Contact Center Supervisor
24-7 Intouch Denver (Virgin America Airlines)
02.2015 - 02.2020
GED -
Arapahoe Community College
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