Sofía - Customer Service & Employee Support Specialist at Amazon

San José, San José, Costa Ricaen

Enhanced employee experience by managing Covid leave processes, ensuring timely and accurate support.

Resolved diverse customer issues related to orders, payments, and deliveries, improving customer satisfaction metrics.

Published on CazVid

Summary

Dedicated support specialist with over 2 years at Amazon, excelling in customer and employee service, problem resolution, and multitasking across channels. Committed to delivering exceptional support and operational efficiency.

Key Achievements

Handled multi-channel customer contact via calls, chats, and emails, demonstrating strong communication skills.
Streamlined case approvals and denials, contributing to efficient case management and resolution.
Utilized Salesforce and other tools to optimize service delivery and record-keeping.

Skills

Customer ServiceExpert

Exceptional ability to address customer needs, resolve issues, and enhance satisfaction across multiple channels.

Communication SkillsAdvanced

Proficient in verbal and written communication, adept at handling inquiries and technical support with professionalism.

Problem SolvingAdvanced

Skilled in analyzing situations quickly and providing effective solutions to customer and employee concerns.

Time ManagementIntermediate

Capable of prioritizing tasks efficiently to meet deadlines in fast-paced support environments.

Technical Tools (Salesforce, Outlook)

Experience

Employee Services Associate

Amazon

Nov-2020 - Jul 2022

Help the amazon’s employees with their Covid leave, Helped them with their leave payments, days off and all the Covid related things, Inbounds, Outbound calls, approve and deny cases. Create extensions, review documentation

Customer Service Associate

Amazon

Oct 2022 - Now

Helped customers with every order issue (payments, delivery dates, delivery issues, refunds, replacements), Took chats, phone and emails contacts, Helped customers with technical support for the devices, warranty of devices, Helped them with any Prime Video issues or Prime Video subscription, Kindle subscription and Kindle tech support, any other channel subscription and digital orders, help them with cancellations, refunds, Helped all the Amazon drivers on road.