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Customer Connection Advocate / Training Specialist
Customer Connection Advocate and Training Specialist at Amazon, whose workshops reduced annual product returns by $260K and protected $13.5M in sales.
United StatesCustomer Connection Advocate / Training Specialist at Facilitator
Leading Customer Contact Listening sessions and Senior Leader Workshops for audiences of 25 to 100. Coordinating with stakeholders to drive action items, resulting in $260K annual returns reduction and $13.5M protected sales.
FacilitationTrainingCustomer ExperienceData AnalysisAmazon QAWS PartyRockDescriptAdobe ConnectAsanaSOP DevelopmentVideo Creation
Provided customer contact support for Retail, Amazon Logistics Driver Support, and Amazon Fresh. Assisted drivers with delivery issues and consistently exceeded quality and efficiency metrics.
Customer SupportTroubleshootingNavigation ToolsQuality MetricsCoachingLeadership Development
Procured hardware and software for Dell product order fulfillment for Boeing employees. Analyzed orders and communicated with customers to determine needs and provide status updates.
ProcurementOrder FulfilmentTime ManagementClient CommunicationSLA Compliance
Subject Matter Expert on sales compliance policies across four brands. Analyzed sales presentations for accuracy and compliance, produced violation reports, and created a template library to improve efficiency.
CompliancePolicy AnalysisReportingTraining RecommendationsSubject Matter Expertise
Supervised 30-40 call center representatives, fluctuating workflow to meet handle time goals. Improved customer satisfaction scores to over 90% through training and created the C.A.R.E. documentation method.
SupervisionCall Center ManagementTrainingCustomer SatisfactionDocumentationPerformance Reviews
Completed coursework in Psychology 100 at Bellevue College.
Completed coursework in Psychology 131 and Abnormal Psychology at Highline College.
Profile sourced from Himalayas.