SDS Training Specialist at Amazon Resume Sample

Part of the initial ES CASE team, responsible for solving escalated customer contacts from the SDS team in Spain and using the available tools to investigate and provide timely and efficient solutions to complex problems.

• Partnered with business teams inside and outside SDS to ensure problems were addressed and corrected.
• Serve as a SME in multiple domains of specialized recipient and driver support.
• Display a positive work ethic, strong interpersonal skills, adherence to company policies and a commitment to excellent customer service in each escalated contact.
• Provide entry level associates guidance and direction on how to research and resolve customer issues and help remove barriers to ensure associates are empowered to deliver a world class customer experience.

Lead a team of 15+ associates and be responsible for the overall performance, engagement and operational delivery. 2 months at NA CS, and 3 months at ES CS.

• Established and managed strategies in order to retain and improve engagement while meeting the KPI goals.
• Maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
• Mentoring and development of tenure agents to prepare them for other positions.

Involved in the initial launch of SDS VCS-COL, as SME (subject matter expert), providing training and support to SDS NH and BOG team managers.

• Managing more than 30 trainees, including day-to-day communication and motivation as well as training sessions and time management.
• Develop training content for new or existing roles.

Provide off-road support to drivers (delivery partners) by researching and troubleshooting with internal tools.

• Part of the off-road driver support initial team in .ES SDS at SJO.
• Represent customer obsession and ownership on every contact.

Provide drivers and customers assistance with Amazon Logistics Heavy/Bulky items in the United Kingdom and Spain.

• Facilitate driver-customer communication, and guidance through the correct procedures in a delivery, collection arrangement through different carriers in Europe, and other dispatch details enquiries.

Support both the drivers delivering the packages and the customers who are waiting to receive them, exhausting all options in order to assist in successful deliveries.

• Display ability to dive deep and accurately assist drivers and customers.
• Assisted with data collection and suggestions for improve processes.
• Creative and analytical problem solver with a passion for excellence in CS.

• Participation in Customer Journey Maps, for the improvement in customer experiences.
• Collaboration in data mining to develop Kaizen and Gemba Walks events for the continuous improvement of various processes.
• Helped to create and update processes within the knowledge center, ensuring their relevance. Mainly with the warranty repair process.

• Appointed as data-miner for the team, analyzing trends and creating reports for the team manager.
• Involved in the launch of VCC Pilot Project for NA Retail Spanish in Costa Rica.