Walter Amerling V. Email & Phone Number

Costa Rica

As the Product Manager for a Salesforce Service Cloud instance, I lead the optimization of case management for our support team. I focus on defining and prioritizing requirements, collaborating cross-functionally, and maximizing the platform's potential to enhance support processes. Some of my most significant achievements in this role include:- Successfully migrating a Support organization with over 500 users from a homegrown CMS to Salesforce Service Cloud without disrupting operations, resulting in cost savings exceeding $5 million.- Managing the product roadmap for Service Cloud and other tools utilized by the Support Team.- Overseeing the integration between Salesforce and Jira.- Implementing and managing Digital Adoption software for our Service Cloud and Experience Cloud applications.Committed to innovation and customer satisfaction, I strive to empower our team and elevate our support strategy through the efficient use of Salesforce Service Cloud. I have extensive experience with migrating to Salesforce Service Cloud with zero downtime, implementing digital adoption solutions, and managing and deploying automated case assignment tools to optimize operations and drive continuous improvement, keeping us at the forefront of the technology landscape.

Costa Rica

- Managed a team of 6 Jr Program Managers, overseeing administrative and operational functions.- Optimized guided workflows for fraud investigators using an internally developed software tool, which supported ~4000 users and ensured quality in tens of millions of investigations a year.- Improved key performance indicators through strategic sequence optimization within workflows for 5 operational units by expanding its use from 30% of investigations to 60% within a span of 12 months.- Supported Fraud Investigations Operations by developing and executing fraud prevention strategies.- Created and maintained SOPs and policies for fraud investigations used in LATAM countries.- Collaborated with software teams to enhance investigation tools based on operational requirements and business needs.- Managed key multi-million dollar contracts with thrid-party vendors for solutions used in the fraud prevention space

Costa Rica

- Led a task force to achieve operational quality targets for Fraud Investigations SJO.- Improved operational performance through targeted projects.- Coordinated with internal and external stakeholders across multiple teams and locations.- Developed programs supporting strategic organizational goals.- Supported the operational readiness plan for knowledge used to manage fraud investigations for a new country launch, including understanding laws and regulations and cultural patterns.

Costa Rica

As the Manager of Risk Investigations for Amazon Brazil, I led a team of 19 specialists responsible for investigating transactions and ensuring the safety and integrity of our platform during a pivotal period—the launch and expansion of Amazon in Brazil. My role involved setting the vision, direction, and culture for the team, focusing on improving customer satisfaction, reducing bad debt, and enhancing service levels through continuous process improvements.I managed both individual and team performance by conducting regular coaching sessions, providing real-time feedback, and leading strategic initiatives aimed at optimizing our fraud investigation processes. This dual role required me to function as both a people manager and a program manager, as I navigated the unique challenges of launching in a new market. I was responsible for developing programs that supported organizational goals, understanding local laws, regulations, and cultural patterns, and adapting our processes to the region’s purchasing behaviors.Key accomplishments include consistently exceeding performance metrics, driving significant process improvements that enhanced quality and productivity, and developing the skills and careers of my team members. I exercised sound judgment and discretion in making strategic and tactical decisions, ensuring that our operations were aligned with Amazon's goals while maintaining the highest standards of integrity and performance.

Costa Rica

- Led a team of 10-15 customer service representatives, providing guidance, coaching, and performance evaluations to ensure high-quality customer support.- Monitored team performance metrics, identifying areas for improvement and implementing strategies to enhance service levels and customer satisfaction.- Handled escalated customer issues, resolving complex inquiries while maintaining a high level of professionalism and ensuring a positive customer experience.- Collaborated with cross-functional teams to optimize workflows, ensuring efficient handling of customer inquiries and smooth communication between departments.- Provided training and development opportunities to team members, fostering a collaborative environment focused on continuous improvement.

Costa Rica

- Conducted regular quality assurance audits on customer service interactions to ensure adherence to company policies and high service standards.- Analyzed customer interactions to identify patterns, feedback, and opportunities for improvement, reporting insights to the leadership team.- Developed and updated QA guidelines, ensuring they aligned with evolving customer service goals and operational needs.

Costa Rica

- Responded to customer inquiries via various channels, including email and phone, providing timely and accurate support for Kindle Publishing-related issues.- Resolved customer concerns related to account management, technical support, and digital content access and creation, ensuring a seamless user experience.- Worked collaboratively with internal teams to escalate unresolved issues, ensuring that customers received prompt and comprehensive solutions in alignment with the customer experience expected from Amazon.

Costa Rica

- Provided billing support for Bell Canada customers, assisting with inquiries, resolving discrepancies, and ensuring accurate and timely payment processing.- Effectively upsold TV, Internet, and Phone services by identifying customer needs, promoting tailored packages, and driving increased revenue for the company.- Delivered exceptional customer service, addressing concerns and offering solutions that enhanced overall satisfaction and loyalty to Bell Canada.

Bachillerato, Marketing

Bachillerato, International Business/Trade/Commerce

Tecnicatura, Sistemas De Avionica

Piloto Comercial Dgac Costa Rica, Piloto De Aviación Comercial/Profesional Y Tripulante De Cabina De Pasajeros

Convalidacion de licencias extranjeras, piloto comercial monomotor con habilitacion insturmentos otorgada por la Direccion General de.

Piloto Comercial, Piloto De Aviación Comercial/Profesional Y Tripulante De Cabina De Pasajeros

Poseedor de licencia de avion comercial con hablitiaciones multimotor e instrumentos expedida por la FAA