Kenneth Lurán Email & Phone Number

Costa Rica

Costa Rica

• Created automation models for vendor communications handling, follow ups prioritization,and overall team workflow management
• Supported the growth of ShopLocal Business by onboarding new stores unto this newprogram, assisting providers with their registration process and taking over the propervetting process to guarantee we offer our.
• Onboarded over 100+ new vendors ensuring proper setup of their account usingSalesForce tools
• Participated in the life cycle of program vendors after onboarding, setting meetings withthe Sales Team, determining Provider criteria compliance based on postal carriers andLocation, among others
• Second in charge of team management tasks such as: subject matter expert, immediatesupport and permissions for both local and abroad teams
• Trained and onboarded 2 waves of 10 associates, coaching and ensuring a smoothtransition from nesting to production

• Drove root cause analysis initiatives and projects to understand current state and driveimprovement for returns & refunds processes
• Performed deep dive analysis on key business performance metrics for top AmazonHeavy & Bulky products
• Drove continuous improvement in our customer returns & refunds processes. Proved to be highly analytical, resourceful and customer-focused
• Identified Product Detail Page possible gaps and areas of opportunity for the productdescriptions on Amazon website
• Implemented action items on identified areas of opportunities and return root causes to improve customer experience
• Achieved productivity and quality standards for investigations and resolution actionitems

• Drove constant process improvement to the detection mechanisms, resolution quality andactionability rate of the Andon Cord program. Andon Cord is a process improvementprogram and methodology Amazon implemented to.
• Provided support to senior leadership on global initiatives like Andon Cord (processimprovement) system configurations and ad-hoc data analysis requests
• Provide support to senior leadership on the creation, configuration and maintenance ofthe first Global Andon Cord Reporting Dashboard on AWS QuickSight
• Audited both Manual and Automated detection mechanisms to flag areas of opportunity in trend detection capabilities and improve systems accuracy
• Served as SME for case escalations from internal customers, including upper management
• Developed the first Andon SWAT Associate training curriculum.Served as Lead and Trainer of the second wave of Andon SWAT associates (6 trainees

• Helped customers and customer service associates in local and abroad teams withescalated issues over phone, chat and email channels
• Formulated focused and individualized resolutions aimed to peacefully settle disputesbetween customers and service providers, protecting customer experience
• Assisted Amazon Guarantee Claims Investigators with concessions outside their scope,and cases under investigation
• Served as Lead and Trainer of customer service new hires on 2 different waves (20trainees)
• Provided subject matter expertise to internal product owners for customer service relatedinquiries

• Created and deployed successful strategies to boost restaurant performance, streamlinefood prep processes and reduce waste.
• Monitored staff performance, enforcing adherence to policies, procedures, regulations,health codes, license requirements, and top service standards.
• Coordinated team members with focus on productivity, efficiency, and enhancingcustomer experience.
• Effectively scheduled and distributed work assignments in alignment with operationaland customer needs.
• Rapidly identified and diplomatically addressed customer complaints to achieve highlevels of satisfaction and loyalty.
• Organized implementation of new banners, displays, and menus.