Gabriela Bermudez
Project Specialist
Goicoechea,San Jose
Summary
Experienced and accomplished executive customer service specialist with a proven track record of over 6 years in successfully spearheading projects and generating impactful content. Demonstrates exceptional leadership skills and a talent for effectively managing multiple tasks while adhering to tight deadlines. Recognized for exceptional problem-solving capabilities, employing analytical thinking and precise organizational acumen. Proficient in making informed decisions and effectively mitigating risks, adept at troubleshooting and conducting thorough root cause analysis to swiftly overcome challenges.
Overview
6
6
years of professional experience
1
1
year of post-secondary education
3
3
Languages
Work History
Content Developer Intern
AMAZON.COM
09.2022 - Current
- Acted as primary point of contact for all content management support requests, ensuring prompt and efficient resolution.
- Reviewed incoming requests and implemented updates to existing content, including localization, translation, and content removal.
- Collaborated closely with Program Management and Content teams to successfully migrate D2AS ECR domain content from HTML systems to CCMS.
- Authored and edited content using HTML, CSS, and XMetal, ensuring high-quality and consistent output.
- Managed publication processes through Tridion Docs and Carbon Delivery systems, ensuring accurate and timely distribution of content.
- Conducted data queries and analysis of internal SOPs, identifying areas for improvement and implementing process enhancements.
Customer Service Sr. Specialist
AMAZON.COM
12.2019 - Current
- Conducted thorough analysis of customer contacts to identify and determine root causes of various issues, utilizing strong problem-solving skills and attention to detail.
- Utilized root cause analysis and troubleshooting techniques to effectively resolve customer issues, ensuring customer satisfaction and retention.
- Conducted data queries and performed general data analytics related to escalations handling, leading to process improvement initiatives and successful project implementation.
- Demonstrated expertise in continuous process review, resulting in maintenance of internal SOPs and improved operational efficiency.
- Managed effective communication with both internal and external customers, adapting communication style to suit various audiences and exhibiting strong stakeholder management skills.
- Served as role model for team members, consistently displaying good judgment, positive work ethic, strong interpersonal skills, and adherence to company policies, while maintaining commitment to delivering excellent customer service.
Privacy Process Specialist
AMAZON.COM
10.2018 - 12.2019
- Managed customer trust escalations pertaining to brand issues.
- Collaborated with technical teams to analyze and determine root cause of issues and deliver suitable resolutions to customer concerns.
- Maintained contact history for customer trust and high visibility escalations to identify key contact reasons and improve communication with customer service.
- Partnered with Program Experience managers, Legal, and PR stakeholders to address and resolve customer issues.
- Supported senior escalations specialists with various tasks related to high visibility escalations.
- Submitted weekly report detailing status of each open customer trust case across all network sites, ensuring timely updates and resolutions.
Customer Service Jr. Specialist
AMAZON.COM
10.2017 - 10.2018
- Managed executive escalations to CEO Jeff Bezos and CS directors, effectively addressing concerns related to Amazon devices and digital services across multiple marketplaces.
- Successfully resolved product safety escalations for Amazon devices, ensuring utmost customer satisfaction.
- Collaborated with stakeholders, Legal, and PR POCs to deliver appropriate resolutions for customer escalations.
- Proactively identified areas for improvement within D2AS Escalations team and D2CS organization, and escalated and resolved them through Gemba.
- Conducted quality assurance audits by reviewing Product Safety and Executive Escalations to ensure specialists achieved monthly goals, while providing comprehensive weekly reports to address any areas for improvement.
- Led training, onboarding, and mentoring initiatives for new team members, enhancing their skills and ensuring seamless integration into team.
Education
Project Management Professional (PMP) - Project Management
Google
Vitual 10.2022 - Current
SCRUM FOUNDATION PROFESSIONAL CERTIFICATE - Project Management
CERTIPROF
VirtualLEAN SIX SIGMA WHITE BELT - Project Management
CERTIPROF
VirtualCCNA1 - Network And System Administration
CISCO
Costa RicaHigh School Diploma -
Boston College
Costa RicaSkills
Customer service relations
undefinedTimeline
Project Management Professional (PMP) - Project Management
Google
10.2022 - Current
Content Developer Intern
AMAZON.COM
09.2022 - Current
Customer Service Sr. Specialist
AMAZON.COM
12.2019 - Current
Privacy Process Specialist
AMAZON.COM
10.2018 - 12.2019
Customer Service Jr. Specialist
AMAZON.COM
10.2017 - 10.2018
SCRUM FOUNDATION PROFESSIONAL CERTIFICATE - Project Management
CERTIPROF
LEAN SIX SIGMA WHITE BELT - Project Management
CERTIPROF
CCNA1 - Network And System Administration
CISCO
High School Diploma -
Boston College
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