Part of a specialized team combining technical skills and outstanding customer service, dedicated to Amazon's innovative Buy with Prime service for US merchants. Application support for Multichannel Fulfillment (MCF) and Buy with Prime integrations with Shopify and BigCommerce platforms, maintaining a 100% response rate. Guided 30+ sellers through the technical installation of the Buy with Prime button code, ensuring service availability on their websites.

Resolved 70+ merchant cases per day with a 70% same-day resolution rate and average handling time under 8 minutes per case. Floor support lead for new agents, responsible for case review and quality verification of responses before final submission to sellers. Advanced QA Auditor: reviewed 20 cases per week to identify knowledge gaps and improvement areas across the team, maintaining team QA above 90% per KPI goals. Delivered targeted coaching to agents below metric targets. Identified and improved 7 SOPs based on broken processes detected during case handling. Business team (L5+) support auxiliary: handled complex deep-dive cases and managed priority merchant escalations.

Advanced specialist in complex case resolution, responsible for manual FBA refunds (financial transaction level 2) and escalated case investigations when standard SOPs and tools were exhausted. Managed 50+ cases per day via email and phone. AHT: 10 min per case, 75% resolution rate, quality score above 95%.

Handled 50+ daily cases across email, calls, and chat channels, supporting sellers with new product listings, FBA shipment creation, and FBA order issue resolution (lost, undelivered, damaged items, and refunds). AHT: 13 min vs. 20 min limit. Resolution rate: 50%. Quality score: above 90%. Specialized in: Fulfillment by Amazon (FBA), catalog management, financial transactions, inventory file management, and core seller services.

Average Handling Time of 10–12 min vs. 15 min goal; 150+ cases resolved per week. Sustained quality audit (QA) score above 90% consistently. Heavy use of internal platforms, automated workflows, and case management tools. Promoted internally for outstanding operational performance to the DART escalation team, focused on complex case resolution.

Founded and operated a second-hand clothing store, managing full operations including supplier negotiation, inventory control, stock optimization, financial planning, and customer service.

Technical and backend support for Juniper Networks: Linux Red Hat Enterprise server administration, Junos Space, Network System Management (NSM), and QRadar SIEM. Diagnosis and resolution of incidents in virtualized environments (VMware ESXi on Dell servers). Resolved 7 cases per day vs. the 5-case daily metric, through phone, chat, email, and primarily remote connections with US clients. Customer satisfaction rate: 45 positive out of 50 weekly resolved cases. Assigned to floor support to train new agents, recognized for technical expertise and complex problem resolution.

Technical support and customer service for telecommunications services via phone calls, averaging 200 successfully resolved cases per week with an AHT of 10 minutes per case. Backup supervisor and floor support specialist and responsible for training new agents on processes and team tools. Winner of the Cable Campus Bright Spot Award.