Erick Daniel Mora Hernandez Email and Phone Number

• Sales Support and Strategy Consulting across +16 clients and their respective brands and accounts on AMZ 1P and 3P.• Manage, lead, motivate, and develop the Client Success Managers (CSM) within the Costa Rica Zone. • Reporting and Analytics across accounts and CSMs.• Conduct regular CSM performance reviews and provide feedback to team members, setting goals and expectations.• Organize and facilitate training programs to ensure teams are up-to-date with the latest eCommerce practices and technologies. Provide real time feedback• Manage the budget for the zone, ensuring efficient allocation of resources and cost control.• Work closely with marketing, finance, IT, and other departments to align strategies and ensure the smooth execution of operations within the zone.• Prepare and present regular performance reports for upper management, highlighting successes, challenges, and opportunities within the zone.• Overall account Management / Dedicated Account Support• Develop/Present sales, advertising and forecasting weekly reports across clients, as well as presenting Quarterly and Yearly business reviews. • Work directly with the VPs, CFOs and CEOs of e-commerce to troubleshoot:- Account issues (inventory, product launch, reporting, content enhancement)- Develop new ways to improve the GMS, ordered units, as well as expanding the business to other marketplaces, to maximize sales and growth. - Analyze return on advertising spend and develop strategic sponsored product and sponsored brand campaigns.- To launch brand new accounts as 1Ps and 3Ps.- Guide brands on strategic content initiatives and e-commerce fulfillment logistics solutions to drive revenue and increase brand awareness on Amazon and other platforms.

• Manage a portfolio of up to $35M in revenue; along 8 clients, with their different businesses and brands. Leading meetings and projects, developing and enhancing advertising campaigns to maximize returns on investment and brand awareness growth.• Develop/Present sales, advertising and forecasting weekly reports, as well as presenting Quarterly and Yearly business reviews. • Work directly with the VPs, CFOs and CEOs of e-commerce to troubleshoot account issues (inventory, product launch, reporting, content enhancement) and develop new ways to improve the GMS, ordered units, as well as expanding the business to other marketplaces, to maximize sales and growth. • Work directly with the VPs, CFOs and CEOs of e-commerce to analyze return on advertising spend and develop strategic sponsored product and sponsored brand campaigns.• Work directly with the VPs, CFOs and CEOs of e-commerce to launch brand new accounts as 1Ps and 3Ps.• Guide brands on strategic content initiatives and e-commerce fulfillment logistics solutions to drive revenue and increase brand awareness on Amazon and other platforms.• Develop businesses and assist them to expand to other platforms (Amazon, Walmart) and optimize their businesses on these platforms.

Traffic Oversee and manage global trafficking for multiple clients and ensure best-in-class service delivery in all marketsEstablish/refine processes and training parameters to ensure flawless, on-time execution by operational teams Organize and centralize, where possible, process and technologies to deliver specific client needs (taking local nuances into account) Data Management and Reporting. Oversee the deployment of di data management tools, media planning and ensure teams are effectively and efficiently using current tools and systems through training and/or establishment and adherence to best practices. Identify opportunities to improve and/or create new tools and systems that will drive savings or generate new revenue

Management of a team focused on the assistance for Amazon Business sellers. I have experience creating and managing reports, recruiting, interviewing, hiring and developing team members, making sure to delegate tasks and opportunities that can potentially contribute to the associate’s career path within the company. I worked closely with local leadership to hire and develop the best, creating action plans and procedures to accomplish specific goals, exceed metrics goals and improve the overall team’s performance.Maintenance and upgrade of existing Amazon Business seller accounts, experienced in management of projects, auditing and reporting, oriented to the improvement of the seller and brand registry experience, increasing the success rate when selling on Amazon, GMS, resolve rate and customer satisfaction.Acted a trainer and mentor for several teams, creating and delivering multiple trainings, workshops, SOPs and tutorials in Costa Rica and the United States, aiming to increase the efficiency, quality and number of services that the organization can provide.

As a temporary team manager and as an acting support advisor, I contributed to the creation of analysis reports to evaluate associate’s performances and to further investigate incidents affecting the business and mitigate them with an appropriate action plan. Part of my duties included assisting associates with their cases and inquiries (providing world-wide support), to recruit, interview, hire and develop team members, making sure the transition to their new role is as smooth and efficient as possible.Experienced handling account management inquiries, escalations or difficult situations from sellers and brand owners, that require troubleshooting not documented in SOPs. Acted as business advisor to top-selling brands such as Schwarzkopf, LG, and Samsung, in their inquiries related to Selling on Amazon.Quality and case reviewer, performing deep dives in cases to measure performance quality and making coaching delivery. This aiming to work on process improvement, escalating and engaging with external teams to create, calibrate and standardize internal procedures and SOPs.

Acted as a team trainer for teams of +20 associates, creating and delivering different training material and workshops to guide or inform the team regarding updates on existing processes within Amazon, both to assist sellers or grow within the company as an employee Created and managed different reports to keep track of top performers, top detractors and possible improvement areas of new hires, aiming to prepare them as much as possible before moving them to the production floorEnabled to provide coaching, feedback and possible action plans/disciplinary actions

Temporal Seller Partner Support Advisor, providing world-wide support to internal associates, including the most recent divisions such as Australia and the Arab Emirates.Assisted Rights Owners and sellers with questions related to the management of their businesses and registered brands.Experienced advising sellers in possible initiatives to improve their business. While at the same time, I assisted in performance/account suspensions scenarios and possible action plans that could increase the overall performance of the seller.Provided world-wide support, including brands from the United States, Mexico, Canada, Australia and United Kingdom.Development and delivery of multiple trainings, provided to all Brand Registry Support associates (+ 60 persons), including all the material and SOP designed specifically for Brand Registry (as the previous SOPs were deprecated).

Acted as Back-up supervisor for a team of 15+ associatesFloor support experience handling 120+ associates.Creation and maintenance of internal reports to achieve specific goals at the associates and overall team’s performance.Trainer and mentor of new hire waves.Provided phone support for customers dealing with fraud identity concerns and bank account issues