Amazon Account Manager|CSR| Director of Account Operations

With over seven years of diverse experience in customer service roles, I am enthusiastic about the opportunity to bring my skills and expertise to your team. My journey in customer service began as a dedicated Customer Service Representative for a leading mobile phone provider, where I honed my skills in payment processing, basic troubleshooting, phone activation, and resolving billing concerns with precision and care. Transitioning to a Retention Specialist role with Comcast, a prominent provider of phone, internet, and cable services in the US, I further refined my customer retention strategies. My primary focus was preventing customer churn by offering tailored promotions and add-on services, such as complimentary movies or channels. Alongside this, I continued to excel in payment processing, troubleshooting, and upselling, ensuring a seamless and personalized customer experience. Continuing my journey in the realm of customer support, I transitioned to providing chat and email support for eCommerce brands based in the US. I tackled various responsibilities here, including order review and tracking, processing refunds, and addressing product-related inquiries diligently and efficiently. Recognizing my problem-solving and conflict-resolution aptitude, I was promoted to Escalation Specialist. I specialized in resolving complex claims and disputes, consistently exceeding expectations and fostering positive outcomes. Through each role, I have cultivated a deep understanding of customer needs and a commitment to delivering exceptional service at every interaction. I thrive in fast-paced environments and excel in navigating challenging situations with empathy and professionalism. I am eager to leverage my extensive experience and passion for customer satisfaction to contribute to your team's success. Let's connect and explore how my skills align with your needs.

As a seasoned e-commerce and virtual operations professional, I bring a wealth of experience and expertise to the table. In my previous role as a Director of Operations, I spearheaded critical functions, including recruitment, onboarding, and training of new team members, ensuring that they seamlessly integrated into our workflow and embraced our company ethos. Through personalized coaching sessions, I diligently aligned each virtual assistant with our processes and SOPs while identifying areas for improvement to drive continuous growth and development. One of my key contributions was creating and implementing robust Standard Operating Procedures (SOPs) and email templates, laying the foundation for streamlined operations and consistent communication across the board. Additionally, I wielded my expertise in crafting comprehensive Amazon Plan of Action documents, adeptly addressing A-Z claims, negative feedback, and other account challenges with precision and efficiency. My responsibilities also encompassed managing buyer messages, returns, and refund requests, ensuring exceptional customer service and satisfaction at every touchpoint. I delved into competitor analysis, processed dropshipping orders, and meticulously optimized product listings through in-depth keyword research, driving enhanced visibility and sales performance on Amazon. Furthermore, I took a hands-on approach to inventory management, optimizing stock levels to meet demand while minimizing excess inventory and storage costs. Leveraging data-driven insights, I adjusted deals, coupons, and promotions to drive sales and foster customer engagement. Above all, I'm passionate about helping clients kickstart and cultivate their brands on Amazon, leveraging my expertise to navigate the platform's intricacies and unlock new avenues for success.