Boris Murillo Quesada Email & Phone Number

Costa Rica

Costa Rica

Support design, development and maintenance of business critical global learning programs.Create, update, and continuously improve learning programs materials (E-learning, videos, just-in-time performance support development, ILT).Stay current on new learning approaches, technology and tools through continuous research to ensure our solutions deliver innovation.Contribute to the development and implementation of team templates, learning models and overall best practices.Publishing materials and reporting utilizing Amazon’s Learning Management system.Collaborate with the Amazonian Experience and Technology (AET) teammates to report monthly on the status of programs including: delivered projects, success metrics, work in progress and new requests.

Maintaining and redesigning self-directed curricula contributing to Device, Digital and Alexa Support (D2AS) team projects.Developing the associate learning experience by systematically innovating to create impactful learning solutions that empower associates to confidently deliver first class customer service.Supporting the redesign and maintenance of self-directed and instructor-led lessons and materialsManaging the localization and translation process for new and revised lessonsPublishing lessons and materials to KNet (Learning Management System)Maintaining the feedback queue for training-related issuesReviewing new and existing training to provide feedback from a TSA’s perspective

Responded to inquiries from corporate executives including the TR Managing Directors, Country Managers, in addition to resolving contacts from customers directly, while also providing advice to CS floor staff, regarding escalated contacts for the US, Canada, & LATAM.Oversaw, maintained and improved how the ECR team supports "Letters to Jeff" and how we leverage insights from those escalations to enhance the customer experience.Provide critical support to the Amazon Legal Department on issues relating to Court Claims and contacts from Government authorities like consumer protection.Initiated proactive phone contacts for highly escalated issues where necessary, providing a summary in a follow up email;Served as an alternative point of escalation for CS Leaders, Concession Abuse Preventions (CAPs), business teams or software teams when standard workflows fail or when breakdowns impact multiple customers, especially in Brand Impacting situations.Communicated effectively and professionally with other departments in researching complaints and acting as CS resource;Provided a detailed root cause analysis for customer advocacy to top level executives;Recognized system and quality concerns contributing to poor customer experiences and communicate as appropriate, to CS management and appropriate department liaison or via the Issues Pipeline;Handled contacts to highest standards and in a timely manner, recognize team contact workload and adjusts priorities accordingly.Lead, Partaked and contributed to Kaizens, Customer Journey Mappings (CJM), workshops and other improvement initiatives/events/projects;Escalated systematic Issues and follow up accordingly, owning the resolution.Periodically sent detailed reports to Senior Customer Service Leadership, create/document new processes and ensure both ECR and overall CS references are up-to-date.

Facilitated Instructor-Led, On-The-Job and Blended Learning training classes for new hires, new skills (cross-training), feature launches, and refreshers as necessary for USA, Colombia, and Costa Rica. Utilized the Learning Management System and Test Practice Environments.Developed and implemented learning plans for low-performing associates, including coaching/mentoring as needed.Administrated Site Training, including administering tests and certifications, managing the training calendar, reporting on work outcomes and impact, scheduling, and partnering with Site Leadership to deliver all curriculum development, training and other learning intervention requests.Evaluated effectiveness of training and assess new Associate learning and skill development trough the use of surveys, quizzes, performance metrics and other available tools to evaluate theLocalized training content including modification of existing content, as well as creation of unique local content when required.

Created high performing CSAs through strong people leadershipHelped Amazon Customer Service Associates understand the performance bar and provide support to help them achieve their goalsSupported and nurtured a culture of ownership, engagement and teamworkMaintained a high level of professionalism and approachabilityPossessed strong preparation, organization, time management, public speaking and classroom management skillsRole model for exceptional contact handlingHelped Amazon Customer Service Associates understand the performance bar and provides support to help them to reach it

Interfaced with business and finance customers to gather and present data.Enabled effective decision making by retrieving and aggregating data from multiple sources and compiling it into a digestible and actionable formatAnalyzed and solved business problems with focus on understanding root causes and driving forward-looking opportunitiesDesigned new metrics and enhanced existing metrics to support the future state of business processes and ensure sustainabilityCommunicated complex analysis and insights to stakeholders and business leaders, both verbally and in writing.

Supported CSAs with live contact-related questions, restricted account actions and concessions approvalsHandled day-to-day escalations and concessions; provided appropriate research to ensure authorizations are accurate and listened to customers in order to understand, paraphrase, and prioritize customer needs, then provide appropriate solutions.Acted as a ‘floor-walker’ providing real-time support to CSAs through phone or via chat.Contributed to any overflow work from phones or email as appropriate and as delegated.Composed grammatically correct, concise and accurate written communication.

Provided excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environmentEmpathized with and prioritized customer needsDemonstrated interpersonal skills with a diverse customer baseDemonstrated conflict resolution, negotiation, and de-escalation skillsDemonstrated ownership to resolve challenging customer issues, escalating when necessaryDetermined customer needs and provide appropriate solutionsPresented effective problem solving skills including decision making, time management and immediate prioritization of tasksApproached problems logically and rationallyQuickly and effectively prioritized work time in various departments to meet business needsMaintained composure in highly escalated situations