E-Commerce Retail Specialist

A seasoned contact centre frontliner, officer and trainer. Experienced in Marketing, Sales, Customer Service, Team Management and Training. with Amazon, I am skilled servicing United Kingdom Customer Service Space for Retail customers, Canada Customer Service Space and North America Customer Service Space. I am trained to handle phone support, chat and email. I had managerial acting roles in several verticals in Amazon specifically in training handling 3 major marketplaces like north america, canada and united kingdom. I was also part of north america supervisory escalations team handling managerial calls. Below are my responsibilities in the organization. Acting Resolutions Specialist • Handles Global Supervisory/Managerial Group Escalation contact for the entire North America and Canada Retail marketplaces as Resolutions Specialist or D.A.R.T • Re-enforce corporate policy, terms of use and other guidelines to ensure customers are not abusing the company’s concession. • Provides internal help to associates who have knowledge gap about specific processes. • Act as Submit Matter Expert to Level 2 associates who are contacting internally for concession exemptions. • Review accounts with high concession abuse and submit referral to another team for action. Training Specialist [A] • Act as a supervisor for Instructors and Peer Trainers with new hires • Deliver Instructor training, observation and coaching to the EU standard • Ensure training records are kept up to date through the console • Checks the class attendance daily • Served as SME during nesting period • Reached out to trainees that are struggling • Coached struggling Trainees • Creates a S.M.A.R.T plan for Trainees tailored to their learning curve Metric coverage; Attendance, Efficiency, Connection Score, Trainee’s score

Job: Community Support Specialist Job Responsibilities; ● Supporting one of the biggest online shopping websites in North America ● Provides front to back seller’s support in the site. ● Help seller promote and highlight products to attract buyers ● Handling Advance Billing Questions ● Ensures quality in every call and provides excellent customer service experienced ● Educate seller of strategies in developing business in the site

Job: Lead Generation Telemarketing Associate Job Responsibilities; • Working as marketing arm for our clients in the U.S • Calling prospect to promote white paper for our clients in the U.S • To effectively get the right prospect needed, we narrow down prospects by using SIC Codes, Job Title Requirement, Employee size depending on the campaign’s requirement • Qualify and submit lead • Complied with company guidelines and actively participates in site activities Metric coverage; Lead Submission, No. of dials, QA Score, Attendance