Fernanda - Customer Service Associate at Amazon Logistics

San José, San José, Costa Ricaen

Led customer engagement initiatives, enhancing satisfaction and loyalty.

Resolved complex delivery issues proactively, reducing escalations.

Published on CazVid

Summary

Dedicated customer service professional with expertise in process optimization, data analysis, and leadership. Proven ability to enhance customer experiences and drive operational improvements.

Key Achievements

Acted as acting team lead, demonstrating leadership and decision-making skills.
Contributed to process improvements through data-driven insights.
Collaborated across departments to optimize customer experience workflows.

Skills

Customer Service & Relationship ManagementExpert

Skilled in managing customer lifecycles, resolving issues, and building lasting relationships.

Data-Driven Decision MakingAdvanced

Utilizes KPI tracking and performance analysis to inform strategic and operational decisions.

Process OptimizationAdvanced

Identifies opportunities to streamline workflows and improve efficiency.

Leadership & Team CollaborationIntermediate

Demonstrates leadership in team settings, with experience in cross-functional collaboration.

Languages

Spanish

Experience

Customer Service Associate | SME | POC | Acting Team Lead

Amazon Logistics – SDS Flex

2022 - Present

Acted as a trusted advisor, guiding customers through complex delivery and service issues with a proactive approach.. Created lasting customer experiences through engagement and issue resolution. Analyzed recurring customer issues and identified patterns to improve.. Contributed to initiatives that reduced average handling time by 30% while maintaining quality.. Led coaching sessions for 15+ team members, improving quality metrics by 20%. Served as Subject Matter Expert (SME) and Point of Contact (POC).. Participated in quality initiatives to optimize workflows.. Developed and maintained documentation to improve team efficiency and consistency.. Supported internal teams by documenting insights that contribute to business growth strategies.. Demonstrated understanding of pipeline thinking, opportunity qualification, and customer lifecycle.