Build ==> Grow ==> Accelerate

- Providing Support and coordinating a team of 17 associates to cover EU market - Oncall support for high Severity Tickets ( Severity 2 / Severity3 )- Responsible for escalating and driving high severity tickets affecting sellers and Associates in a rotational schedule between US, India and EU.- Responsible for outbound seller contacts on behalf of teams outside of Seller Support - Mentor for peers in my areas of technical and operational strength- Delivered Cross Sites Training to settle a new team in Barcelona- Respond to and complete customer requests within SLA via a trouble ticketing system- Real time education to Associates with the goal of achieving first contact resolution, as well as a remarkable, reproducible seller experience.- Support individual and team performance expectations and goals.- Monitor real time service levels, key performance metrics and schedule adherence.- Improve quality and value add service through innovating and simplifying processes- Ability to write and develop SOP (Standard Operation Processes).- Identification of Selling Partners and Associate success barriers in order to provide solutions, and drive changes through business improvement initiatives.- Point of contact for Amazon’s partners in EU markets for daily tasks and escalations (UK/DE/FR/IT/ES).- Analyze and summarize cases while utilizing strong judgment to properly route case information.- Oversee, collaborate and direct projects and initiatives.

- Identification and elimination of defects via ticketing system for FBA Orders placed on Amazon.it/Amazon.co.uk.- Responsible for outbound seller contacts on behalf of teams outside of Seller Support which are not in direct contact with sellers. ( CS, FC, Retail, Product Compliance, EU Customer Safety )- Oncall support for Safety Net ( Security Network to monitor inventory activities from 3P Partners )- Escalations

- Seller Support, Problem solver via email and telephone (IT and UK)- Ungating- EAN Exemption- Feeds and Uploads- IIDP- Excellent catalog knowledge and management of main Amazon’s tools- Deep knowledge of Amazon Seller Central- CSM (Certified Specialty Mentor) for FEEDs and Updates- Mentoring (hard skills, soft skills, personal targets improvement, coaching)