Dedicated customer service professional with over 6 years of experience in high-volume contact centers. Proven ability to manage complex inquiries, lead process improvements, and train teams to exceed performance targets. Adept at problem solving, multitasking, and maintaining quality service under pressure. Seeking to leverage my expertise in customer support roles at leading organizations
Hi, I’m
Adrian Obando Diaz
Zapote,San José
Summary
Overview
6
years of professional experience
Work History
Amazon Support Services LLC
Seller Support Associate
04.2021 - 11.2024
Job overview
- Seller Inquiry Management: Managed seller inquiries involving complex issues, delivering accurate solutions through thorough resource analysis and effective communication skills
- Process Improvement Initiatives: Led initiatives to enhance operational efficiency by organizing workshops and developing strategies to address knowledge gaps
- Data Analysis and Reporting: Analyzed internal data to produce precise reports on key metrics, identifying anomalies and implementing strategies to address gaps, while mentoring team members to elevate performance standards
- Training and Mentoring: Conducted mentoring sessions for new hires in a training environment, leading group training sessions and providing one-on-one assistance throughout their onboarding process
Amazon Support Services LLC
Customer Service Representative
06.2018 - 04.2021
Job overview
- Mentoring and Training: Assisted new hires in their training processes as an Advisor, providing one-on-one sessions focused on process improvement and addressing knowledge gaps
- Performance Management: Managed internal metrics to identify areas for improvement, offering real-time feedback to tenured peers and supporting their development
- Project Development: Created and implemented improvement and rewards projects for tenured teams, enhancing overall performance and motivation
- Supervisory Role: Served as a backup supervisor, effectively managing the tenured team during managers’ time out of the office (OOTO), ensuring continuous operational efficiency
Education
Instituto Nacional de Aprendizaje (INA)San José
Tecnico Ejecutivo En Ingles Para Centros De Servicio
02.2018
University Overview
Liceo Rodrigo Facio BrenesZapote, San José
Bachillerato en Educacion Media
12.2016
University Overview
Skills
- Customer Inquiry Management
- Process Improvement
- Data Analysis & Reporting
- Training & Mentoring
- Performance Management
- Effective Communication
- Conflict Resolution
- Team Leadership
- Multitasking & Adaptability
- Microsoft Office
- Canva Designer
- Problem Solving
- Creativity
- Multitasking
- Adaptability
- Ability to work under pressure
- Computer Skills
- English C1 Level
- CRM software
- Goal oriented
- Email management
Timeline
Seller Support Associate
Amazon Support Services LLC
04.2021 - 11.2024
Customer Service Representative
Amazon Support Services LLC
06.2018 - 04.2021
Instituto Nacional de Aprendizaje (INA)
Tecnico Ejecutivo En Ingles Para Centros De Servicio
Liceo Rodrigo Facio Brenes
Bachillerato en Educacion Media
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