Manuel Gutiérrez Email & Phone Number

Costa Rica

Costa Rica

Costa Rica

- Management of large, multi-level teams (35+ Associates and two Team Leads)- End-to-end ownership of employee management process, including hiring, terminations, payroll, performance action plans, progressive discipline, training and development plans, coaching, etc.- Responsible for Quality Assurance, managing KPIs and reporting to organizational stakeholders on a daily basis

Costa Rica

- Management of both Customer Service and Retentions teams, providing client experience coverage for 100% of the Costa Rican market- Tracking comprehensive performance and quality metrics in database, extracting and interpreting multiple analytics reports- Providing professional and learning development for teams, giving hands-on intensive coaching- Auditing quality in processes, having recently completed ISO Auditor certification

Costa Rica

- Advanced “customer-obsessed” project management capabilities, for example:• Leadership of 5 projects designed to improve seller experience during a groundbreaking Kaizen event held at Amazon’s Fulfillment Center in Phoenix, Arizona. Chief among the items, was implementing a “Recovery Matrix” process to ensure sellers have a positive experience even when their inventory is missing• Management of beta project to simplify/ease communication tools for sellers, which involved intensive collaboration with sellers to integrate their feedback in the process change• Oversight of on-going project to increase seller satisfaction by minimizing avoidable costs associated to resolution process inefficiencies- Deep expertise in scaled-up case management and end-to-end tracking• Extensive review of seller feedback reports for each associate interaction, quality-checking process and ensuring there has been stellar follow-up• Hands-on diagnosis and resolution of complex seller issues and requests- Ease with fluid business communications involving multiple stakeholders and in-depth cross-functional collaboration- Extensive experience in managing high-complexity teams of 15+ associates maintaining 91-100% performance metrics, while fostering a caring, supportive team environment

Costa Rica

- Key planner and executor of IT services set-up in Amazon’s new SJO3 site- Provision of highest-quality internal customer service (i.e. to other colleagues)

Costa Rica

- Email-based issue resolution and management for Amazon’s priority sellers (who are treated as deeply-valued customers)- Provision of basic business analytics- Deep understanding of tracking/recovery processes and tools

Costa Rica

Providing immediate technical assistance at the highest internal level to fellow employees on a worldwide basis

Costa Rica

Comprehensive knowledge of global financial markets and international regulations in a post 9/11 world, while dealing with corporate franchises all over the world