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Angie
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Competencias
Demonstrated experience with AWS Account Access Management.
Demonstrated experience with Technical Troubleshooting.
Demonstrated experience with CSAT.
Demonstrated experience with AHT.
Demonstrated experience with Real-Time Coaching.
Educacion
Idiomas
Experiencia
Technical Customer Service Associate
Resolved high-complexity account access issues with minimal supervision, often in the absence of standard operating procedures (SOPs)., Consistently met or exceeded performance KPIs, maintaining a 75% CSAT score YTD., Served as a subject matter expert (SME) on AWS account security tools and processes., Led initiatives to improve problem resolution for small business and developer support customers., Contributed to internal knowledge base by identifying process inefficiencies and suggesting improvements., Played a key role in onboarding and mentoring new associates, helping drive cross-skill development., Led transitioning shadowing sessions for new hires., POC for a the Compromised Accounts Profile weekly., Lobby Buddy mentor for the organization weekly.
Technical Customer Service Associate – Account Access Management
Managed and resolved high-complexity account issues without SOPs, acting as SME in critical support cases., Maintained a 75% CSAT score (Year to Date) and regularly exceeded team KPIs., Led internal initiatives to improve support efficiency for developers and small business clients., Mentored new associates and contributed to internal training and documentation efforts., Identified process gaps and contributed to knowledge base development.
SPS Associate (Seller Performance Support)
Supported Amazon Sellers through phone/email, ensuring first-contact resolution., Worked across multiple technical platforms to resolve complex seller issues., Maintained consistent performance while adhering to internal policies and support expectations.
HBS Adviser – High Business Support
Served as a mentor in the PMP program, focusing on RAP and PRR metric improvements., Provided real-time coaching and monitored performance dashboards., Led data mining and metric tracking efforts for mentees.
Customer Support Specialist / Team Captain
Managed incoming customer queries (calls, chats, emails) as a frontline specialist., Mentored peers on AHT performance and supported team metric optimization., Recognized for leadership in real-time metrics coaching., Adviser for peers with Antion Plans, training them to improve their metric gaps and making them consistently achieve the goals.
Customer Service Associate
Delivered coaching and performance feedback to improve customer satisfaction., Supported onboarding and peer training during initial ramp-up phases., Monitored and guided individual performance expectations.
Customer Care Agent
Provided technical and customer support for dental imaging systems (iTero)., Delivered consistent customer experiences across multiple support channels., Maintained responsiveness and technical accuracy in a fast-paced environment.
Customer Service Associate
Execute data mind to identify best practices., Identify areas of improvement., Multitasking skills providing support to peers while resolving my own contacts., Communicated effectively with multiple departments., Engage customers to obtain all information required for security processes.