Responsible for sales and service for both Residential and businesscustomers.

Level 3 resolution specialist in a virtual call center. First point of contact forhandling escalated calls, emails and live chats.Supporting over 5,000 Customer Service Agents globally, assisting themwith resolving difficult and complex situations in a fast-pacedenvironment.Providing coaching feedback for areas of improvement. Shadowing andtutoring new team members on systems, products and specific customerprocesses to Amazon standards. Developing training material and creatingPowerPoint presentations on best practice.Assigned to the Amazon Games Guru Team to mentor and assist colleagueson new game releases and Downloadable Content/Expansions.Proven track record of outstanding performance on major KPI’s, achievingand exceeding targets consistently, winning a number of Amazon internalawards.