- Quality Analysis and Integration: Audited Seller cases across metrics to identify coaching opportunity.- Feedback and Improvement: Gave coaching/feedback to associates on improvement opportunities.- Data Analysis: - Reviewed 'Daily 911 Aged Cases' report and drove aging cases to closure.- Engagement with external departments: Liaised with ticket resolver groups outside of Seller Support to get quick update/resolution on 911 tickets.- Engagement with internal customers: Worked with Associate Advisors/Supervisors towards reducing associate errors.- Project Communication: - Created Seller 911 process awareness, improvement & development and implementation across site.- Engaged with associates on aged cases and helped them close such cases on priority.- Contributed to employee engagement in Seller Support through Learning and Development initiatives on quality front.

· Demonstrated effective, clear and professional written and oral communication.· Provided prompt and efficient service to Amazon Sellers including the appropriate escalation of Sellers’ issues.· Built Platform and business knowledge to better serve sellers· Maintained a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.· Demonstrated excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.· Contributed to a positive team environment and proactively aided team members with difficult contacts as needed.· Maintained exemplary performance metrics such as quality, productivity, first contact resolution, and attendance.· Liaised with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.