This is my profileContact via CazVidBrandon
Customer Support Specialist with diverse experience in global tech companies
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Competencies
Delivered bilingual customer support, handling queries regarding products, services, and immigration processes, ensuring high customer satisfaction.
Provided technical assistance for Kindle, Echo devices, and digital services, including remote troubleshooting and support via video and phone.
Trained new employees, created training materials, and shared best practices, improving team onboarding and service quality.
Reviewed immigration documents, studied visa types, and coordinated employee relocation processes across multiple countries.
Created reports for management, analyzing quality metrics and supporting process improvements.
Education
Languages
Summary
Experienced bilingual support professional with extensive background in customer service, technical support, and employee onboarding across global corporations.
Key Achievements
- Supported immigration processes by reviewing documents, studying visa types, and coordinating with partner companies, aiding employee relocation at Amazon.
- Trained and supported new employees across multiple roles, improving onboarding and service quality for Amazon and Audible.
- Provided multilingual customer service via phone and email, consistently exceeding quality metrics and supporting technical troubleshooting for Amazon's digital devices.
Experience
BMS Svc. Dlvry. Specialist , Immigration Support
Customer support via phone and email (in English and Spanish)., Assistant trainer for new employees and creation of training materials for newly adopted processes., One-on-one coaching to improve interpersonal relationships with vendors, other employees, and clients., Creation of reports for management, including quality analysis for the development of new employees., Daily support for new employees handling phone calls, sharing best practices for technical and customer service excellence., Organizing team meetings and one-on-one sessions with each agent to identify areas for improvement in customer service., Composition of job characteristics for creating employment offers aimed at employees in the internal promotion process., Update and management of employee records., Research and coordination of financial support packages for employees relocating across various Amazon sites worldwide., Review of immigration documents required for working in different locations within multiple countries., Study of visa types and work permits to address frequently asked employee questions regarding their immigration status., Ongoing communication with partner companies and immigration service providers to expedite employee relocation processes., Analysis and evaluation of customer service quality processes., Proposal and implementation of best practices to improve customer service., Training new associates and supporting their adaptation to new processes within the employee relocation area., Drafting and modification of immigration support documents and employment verification for visa processing., Design and update of documents for the standardization of internal processes., Review and delivery of personal documents required to initiate immigration processes.
Senior Customer Care Associate & Onboarding Specialist (Training)
Technical support for Kindle and Echo devices' users (Alexa-integrated system) via phone and email, for customers in the United States and the United Kingdom., Customer service support for the use of Amazon's digital services such as Amazon Instant Video, Amazon Apps, Dash, Prime Video, and Amazon Music., Specialized assistance for users with technological difficulties via the MayDay system (video call and remote device control)., Consistently exceeding quality metrics in customer service excellence., Training new agents to improve their interpersonal relationships.
Customer Service Associate
Customer service support for online purchasing through Amazon.com., Assistance with product returns, refund requests, and incorrect order replacements., Support for teams in different parts of the world, such as Amazon.uk (United Kingdom) and Amazon.ca (Canada)., Assistance in the onboarding process of new employees, sharing best practices for optimal customer service.