Responsibilities & achievements

 Lead the biggest Customer Service Agents ramp up, working alongside with Operations and Planning high level stakeholders, providing support to the external customers on several Peak seasons.  Amplified the Customer Service by Amazon (CSBA) specialty by expanding its scope to external Global Outsourcing partners, creating roadmaps, mitigating risks and finding solutions, allocating more than 300 Global Outsourcing partners within the specialty.  Implemented Continuous Improvement methodologies to generate savings of $80,000 per year on waste reduction and invalid concessions.  Project coordination of the visual material standardization by leading a team into the creation of new supplemental presentations using the Voice of Customers as data source and implementing them across multiple sites, controlling and keeping close communication with stakeholders.

Responsibilities & achievements

 Main conflict resolution partner on the Operations project implementation, working as a facilitator for the communication and commitment between the parts.  Data analysis, monitoring and quality control of the associates’ performance to provide feedback and align the procedures with the standards to reduce complexity.  Proactively worked with Program Management stakeholders on the High Schools Interns program to execute it on a total virtual environment during 2020.