Dedicated specialist with extensive experience in customer support, issue escalation, and team collaboration, skilled in multiple communication channels and technical tools.
Provided multi-channel support to customers, drivers, and partners, resolving technical and service issues.
Handled complex escalations by applying policies and procedures to deliver effective solutions.
Interacted effectively with customers and internal teams to facilitate problem resolution and feedback sharing.
Utilized CRM systems, AWS, and basic Python knowledge to support customer service functions.
Amazon Cartagena
Provide support to customers answering their queries through phone, chat or email., Support customers, drivers, shippers, and Delivery Partners., Resolve technical tasks relating to the company website., Gather intelligence to prevent any potential issues., Prevent and solve ongoing customer issues.
Amazon Cartagena
Act as the primary escalation point for resolving complex and challenging customer issues., Communicate effectively with customers, understand their concerns, and troubleshoot their issues to find optimal solutions., Utilize knowledge of Amazon’s policies and procedures to align resolutions with company standards while addressing customer needs., Work closely with other teams to share insights and feedback that contribute to improving overall customer service and experience., Stay up-to-date with the latest company policies, products, and process changes to ensure accurate and timely information is provided to customers., Monitor key performance metrics to maintain high standards of service quality and identify areas for improvement.
Bachiller Académico
Técnico en Cocina
Profesional Gastronómico
Análisis y Desarrollo de Software
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Quickly adapted to new technologies and company process updates to maintain service quality.
