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 customers the best possible options• 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• Designed and created training material, ensuring streamlined process documentation.This was an ongoing process• Provided critical attention to detail, deadlines and reporting, with ability to work undertight timeframes and meet performance goals• Worked under ambiguity and fast evolving business requirements with proven ability tomanage multiple, competing priorities simultaneously

• 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• Used superior writing skills and extraordinary attention to detail to evaluate, uphold andimplement content standards that reflected the company's voice

• 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 improve their customer experienceby reducing defects for the products they sell• 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.