• Handled +750 weekly customer interactions in mixed email and phonecall channels, resolving issues with account statuses, scheduling, appeals, payroll, in-app standing and onboarding for Flex drivers in the United States, Canada and Mexico marketplaces. Provided live tech support for drivers in resolving issues and handling routes within the Amazon Flex app.• Conducted further steps when immediate resolution was not available and ensured follow-up actions were performed on the back-office end for +80 weekly customer interactions.• Provided live tech and knowledge support to teams of 30 new hires in the GEM (Great Educator and Mentor) role. Supported teams of 30 peers in the absence of the team manager as the appointed POC (Point of Contact).• Mentored 4 peer members of the team on product and process knowledge, reducing defects and achieving target metrics.• Developed +30 workshops that updated internal knowledge, replicated best practices and ensured target metrics were achieved across teams of 30 associates.• Initiated a calibration program with parallel teams that ensured a consistent and optimal experience for internal costumers and external consumers.• Conducted weekly data mining sessions of +20 customer interactions handled by peers. Effectively managed the time allocated for the task to analyze and process the resulting data, determine defect trends and create plans to address team needs accordingly.• Led an internal team to drive employee engagement and maintain team morale, conducted weekly sessions of engagement activites and created several periodical communications to highlight the team’s achievements.

• Conducted lessons, provided coaching, shadowing and 1:1 sessions for onboarding classes to teams of 30 new hires. Balanced competing priorities and adjusted the training agenda and curricula on a daily basis, based on real time assessment of class and business needs.• Created and delivered daily and weekly reports on class progress, highlights and lowlights, class needs and special cases to program managers and stakeholders.• Created training materials that were replicated to parallel teams and implemented for future classes.• Handled all onboarding communications, provided tech support in equipment setup and assisted troubleshooting of all equipment and tools during the training process.