Consistently ranked in the district in dollar value recovered and number of cases documented.Demonstrated attention to detail in documenting incidents while using cutting-edge case management systems.Served as a skilled de-escalation point by employing empathy and sensitivity to swiftly arrive at resolutions..Trained in crisis response to ensure preparedness in assisting guests and team members during critical situations.Conducted daily assessments and implemented best practices to maintain a safe and secure store.

Oversaw the daily operation and maintenance of 3 UV printers for a local guitar pedal company, ensuring all were kept at optimal conditions regardless of current printing job.Inspected and maintained logs of incoming blank case shipments. Light vector work during pedal design phase.

Consistently ranked first in the district in dollar value recovered and number of cases documented.Demonstrated attention to detail in documenting incidents while using cutting-edge case management systems.Served as a skilled de-escalation point by employing empathy and sensitivity to swiftly arrive at resolutions..Trained in crisis response to ensure preparedness in assisting guests and team members during critical situations.Conducted daily assessments and implemented best practices to maintain a safe and secure store.

Spearheaded the successful adoption of multiple pilot programs. Developed metrics and tracking mechanisms to gauge impact. Led the first team of Amazon Logistics Driver Support, supporting delivery drivers and package recipients. Aided in scaling the program from a group of 10 employees to a network-wide launch. Developed new processes, identified problems, and aided in building solutions. Contributed to new training programs to aid in the launch. Led and mentored a dynamic team of up to 25 associates. Executed meticulous call auditing and quality control, delivered personalized coaching, provided professional development, and delivered performance management.Drove cross-functional collaboration within Amazon teams, championing process improvement initiatives across multiple departments by using lean and agile methodologies.Worked closely with the content development team to deploy a stretch opportunity for high performers, leading to permanent roles on their team for two of my employees.Improved efficiencies within the digital services team resulting in an 18% average queue time reduction across all contact channels.

Served as the go-to expert for customers seeking device repairs and troubleshooting, delivering exceptional service and resolutions.Demonstrated commitment to customer satisfaction by effectively managing the opening and closing procedures of the retail store.Provided personalized and intimate one-on-one training programs, catering to customers’ specific interests and empowering them with valuable knowledge.Expertly advised customers on troubleshooting iOS devices and recommended the most suitable service options, ensuring their utmost satisfaction.

Handled highly escalated contacts, including Better Business Bureau and Attorney General inquiries, offensive product complaints, safety recalls, and direct communication with Vice Presidents and CEOs, ensuring optimal resolutions that upheld both company and customer satisfaction.Managed ECR Knowledge Base content via HTML code to create and/or update policies and procedures as needed. Collaborated with the content management team for company-wide knowledge base updates and content creation. Achieved and exceeded Key Performance Indicators (KPIs) related to customer satisfaction, such as First Contact Resolution (FCR) and Service Level Agreement (SLA) expectations, by consistently delivering swift and effective solutions.Successfully advocated for offensive search tool improvements, resulting in 98% more effectiveness.Collaborated with stakeholders across all levels of the organization to foster effective communication and seamless task accomplishment, contributing to the achievement of project objectives and KPI targets.Led audits of escalated contacts to identify process gaps and areas for improvement, resulting in the implementation of program management for Kaizen projects and targeted short-term sprints to drive positive change and enhance customer experience.Actively participated in new-hire interviewing and hiring processes across various customer service roles, ensuring the selection of qualified candidates who aligned with the team's performance and goals.Served as a trusted mentor for new Executive Customer Relations (ECR) team members, providing guidance and approving escalation responses and research to maintain high-quality standards and metrics.

- Assisted Tier II associates with questions and handled their escalations.- Served as a Subject Matter Expert for Kindle devices.- Communicated any changes to the Kindle program to my team in real-time.- Coached my associates based on call audits and guided them toward their chosen career paths.