Jose Rafael Rodriguez Nuñez

• Lead and development teams of 20-25 Customer Service Associates based on team engagement, development and performance with graveyard and night shifts teams.
• Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives including Policies, training and Process of Costumer Services Activities on Pets department.
• Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.

Successfully completed an intensive leadership development program tailored for Amazon Managers, enhancing strategic decision-making and team management capabilities. Expertise in fostering team engagement, optimizing performance metrics, providing impactful coaching, and driving professional development initiatives, resulting in measurable improvements in team productivity and morale.

Proven track record of handling customer complaints professionally, consistently achieving satisfactory outcomes and earning positive feedback. Additionally, I have led and developed the performance of stakeholders through mentoring and conducting multiple workshops with various teams. My expertise extends to Amazon Customer Service Tools, including AC3, where I have exceeded expectations, attaining the Amazing Top Performance program recognition five times (NAEN)."