** AMAZON.COM 2012 TO 2018
Seller Support Spain Supervisor and Manager I (2017 to 2018)
Achieved significant improvement in customer satisfaction levels by leading a highly skilled team of up-to 16 seller support associates.
Increase efficiency of seller support operations by driving continuous process improvements to achieve business goals and maximize customer satisfaction. A top priority as Supervisor of Seller Support, was to scrutinize data to address seller dissatisfaction causes and deliver appropriate recommendations to minimize dissatisfaction rate, including payment errors or delivery issues. Monitor quality of call, email, and chat to improve customer service standards as to onboard new sellers and motivate senior sellers to increase their business with the Company. Evaluate and improve employee performance through the review of completed work assignments and work techniques, to make sure the customers were happy and that we met Amazon’s Success and Efficiency Experience measured through our major KPIs. Conduct trainings for other team members to enhance understanding of company policies and support career growth. Synchronize daily activities by scheduling work assignments, setting priorities, and directing the work of subordinate employees.
• Headed and enabled the team to secure #1 position in seller satisfaction metric for several months among all Spain teams.
• Received “Supervisor Recognition Award” for best metrics in March 2018 for increasing seller satisfaction rate, decreasing handle time, and resolving complex seller issues in a timely manner.
• Contributed in mentoring programs, projects, and employee recognition program to increase team morale and performance.
RBS NA Vendor Support Catalog Manager (2016 to 2017)
Established a manual schedule for the associates to cover incoming calls, which resulted in achieving an SLA of 95% and the goal of NRR metric of under 14% for Vendor Dissatisfaction.
Planned and started the department from scratch, including hiring of cross-functional teams, day-to-day scheduling, and reporting. Retrieve accurate KPIs information by collaborating with Seller Support Site Leader using reports and numbers to access information from the system and develop a metrics dashboard. Developed a WBR report manually for the MX vendor onboarding, showing vendors contacted, vendors successfully on boarded, products added to the catalog, and the presented profit.
• Coordinated meetings and workshops to reinforce Amazon’s policies and procedures as well as supported the associates in carrier path, while achieving the approval of two Associates promotions.
• Due to the planned department expansion and lack of sits available at the time at the Amazon’s sites, India decided to transfer the department to India, and transferred back to the Spain Department as Supervisor at the beginning of 2017.
Seller Support Spain Associate Advisor (SME) (2014 to 2016)
Selected as a first Spain AA (SME) within for demonstrating outstanding knowledge, research proficiencies, and network building skills.
Functioned in conjunction with supervisors, managers, operations team, and human resource individuals to facilitate decision-making process based on associates’ annual performance. Accomplished metrics goals by maximizing customer service quality and leading simultaneous projects related to coaching, best practices, and associates motivation. Communicated project expectations to team members, and scheduled project milestones using appropriate tools and processes. Delivered hands-on leadership and support to multiple teams in Spain for planning and completing projects within pre-defined limitations of time. Reduced metric from 24 minutes to 19 minutes by sharing feedbacks and assisting associates in controlling AHT.
• Met and exceeded goals by 80% for the FCR metric (First Contact Resolution) and increased the metric to 90% by improving understanding of metrics, modifying behaviors though deep dive of cases, and introducing best practices.
• Achieved 88% PRR within a short duration of one month by effectively working on 30+ blurbs, responding to seller questions, and presenting Excel sheets with tools, which subsequently adopted by NA seller support departments.
• Conducted meetings with three AAs to restructure processes while collaborating with another AA to complete Gemba projects.
Blended and FBA Seller Support Associate NA (2013 to 2014) / Customer Service Associate, NA (2012 to 2013)
Delivered excellent services and ranked as a Top Performer as both Customer Service and Seller Support Associate in phone and email contacts for the US and Canada.
Served as a primary point of contact for all operational aspects of customer service. Built and strengthened professional relationships with customers, stakeholders, and senior leadership. Monitored customer satisfaction levels, and implemented methods for improvement, by explaining to the customers the process of opening an account, how to place an order and keep track of that order until it was fulfilled.
Communicated with customer service teams to resolve customer requests and concerns by keeping a record of the customer’s purchase history, payment method and orders delivered.
As Seller Support Associate, contributed to effective communication throughout all levels of the seller support function, assisting sellers on how to open their account, upload their inventory and monitor when the inventory was low or depleted. Also assisted the customers on how to package the orders by Amazon’s standards and deliver them in a timely manner.
Recognized by executive management for delivering outstanding services, anticipating problems such as wrong items delivered, late shipment, payment issues and any other problems that could arise in the order process. Customer obsession, thinking of solutions and bias for action, secured the position of Top Performer Customer Service Associate in phone and email contacts for the NA.
** Merlin VME S.A 2005 to 2012
Office Manager (2005 to 2012)
Planned and established office from scratch, including bank accounts management, purchases, payroll, CCSS (social security), and employees hiring.
Oversaw office operations, planned staff assignments, and directed changes in priorities to complete regular office management work. Administered complex and changing diaries, including scheduling, meetings, and streamlining travel arrangements. Implemented and improved administration systems and procedures to meet departmental requirements and achieved organizational objectives.
** Customer Service Manager for International Pharmacy.com 2001-2005
Lead a Team of 20 Associates in charge of processing orders, which were received by email and entered manually in an excel form. At the time, no advanced order management software was available, so support to eliminate errors was crucial. Each day, the orders were compiled and revised as to ensure no double entries were submitted. The final orders sheet was sent to the warehouses responsible for the inventory that fulfilled the purchases.
Successfully created an Excel Macro to accelerate repeated actions during the order management process, which ensured the daily purchase order file was delivered to the warehouses and customer service assistance was provided to the customers.
** Additional experience as Toyota Purdy Motor General Manager's Secretary, Administrative consultant at Bain & Co., and business consultant at Fer&Sol S.A., within the areas of business and administration, during my professional career.
Miércoles 12 de Setiembre de 2018
A quien interese:
Reciba un cordial saludo de mi parte, esperando que todas sus actividades tanto a nivel personal como profesional marchen de la mejor manera posible.
Mediante la presente hago constar que conozco a Lorena Vargas Velasquez portadora de la cédula # 1-0729-0761 como persona responsable, honesta y de muy buenas costumbres. No tengo la menor duda que podrá desempeñarse de manera más que satisfactoria si tiene a bien incorporarla dentro de la organización a la que usted representa.
Conozco a Lorena hace 4 años aproximadamente y puedo dar fe de su dedicación hacia las tareas que efectúa. En mi tiempo laborando como su supervisor directo puedo dar fe de su buen desempeño y dedicación. Le aseguro además que con sus servicios tendrá garantía de contar con una persona que da su máximo esfuerzo en todo momento.
Quedo a su disposición si tiene alguna pregunta o desea obtener más detalles.
Mario Sánchez Villalobos
Operations Manager, TRMS – Amazon Costa Rica