Marco Fallas Gámez
Account Manager - Bilingual Helpdesk
San Carlos,Alajuela
Summary
Ecommerce marketing professional with proven track record in driving online sales growth and optimizing digital marketing strategies. Adept at leveraging data analytics, SEO, and PPC campaigns to enhance brand presence and customer engagement. Strong focus on team collaboration, adaptability to changing market needs, and delivering impactful results through innovative marketing solutions. Skilled in project management, content creation, and cross-functional team leadership.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Ecommerce Account Helpdesk
Thrasio
09.2020 - 01.2025
- Collaborated with cross-functional teams to ensure a cohesive marketing approach across all channels.
- Increased online sales by developing and implementing targeted ecommerce marketing strategies.
- Developed and ensured content for the company''s ecommerce selling platform, such as Amazon, Walmart.
- Optimized website selling items performance for improved customer experience and higher conversion rates.
- Created and delivered training content and assisted with interviews for new hiring processes.
Premium Support Helpdesk
Concentrix
12.2019 - 09.2020
- Optimized data entry processes by utilizing software tools designed specifically for Medicaid billing purposes.
- Collaborated with healthcare providers to obtain necessary documentation for accurate billing and reimbursement.
- Served as a reliable source of information for colleagues regarding changes to Medicaid policies or procedures, promoting a well-informed team environment.
Strategic Account Services - Account Manager
Amazon
05.2018 - 08.2019
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Developed customized account plans for clients to help them achieve their business goals.
- Resolved escalated issues, safeguarding valuable client relationships and ensuring positive engagement.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
Seller Support Trainer
Amazon
02.2017 - 05.2018
- Delivered training classes for new and old hires within the organization applying training manuals, modules and teaching aids, both in Costa Rica as in the US based sites.
- Developed a mentorship program that encouraged experienced employees to share their expertise with newer staff members, fostering a culture of knowledge sharing and continuous improvement.
- Evaluated employee performance and provided actionable feedback for improvement, leading to higher overall success rates.
- Monitored employee progress and gave feedback to management and additional training requirements.
Seller Support Associate
Amazon
06.2014 - 02.2017
- Configured, added and removed items and images to provide most accurate representation of products on company's web portal.
- Monitored website traffic and customer reviews to evaluate responses to site updates.
- Inspected landing pages, product information and checkout options to verify visual appeal, accuracy and usability.
- Collaborated with search engine shopping specialists to place marketing content in desired online locations.
Retention and Sales Agent
Eclipse in Action
12.2013 - 05.2014
- Assisted call-in customers with questions and orders.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Achieved top performer status within the company due to consistent high sales numbers.
Seller Support Associate acting as Associate Advisor
Amazon
09.2016 - 12.2016
- Subject Matter Expert and first point of contact for floor support for Catalog Correction and Item creation
Education
Bachelor Engeening Degree - Civil Engineering
Fidelitas University
San Jose, CR 05.2001 -
High School Diploma And Technical Degree Diploma - Architectural Drawing
Don Bosco Technical High School
San Jose, CRSkills
Ecommerce platform knowledge
Market research analysis
eCommerce expert
Promotional campaign planning
Customer retention strategies
Product listing optimization
Cross-channel marketing
Customer service
Call center experience
Team collaboration
Timeline
Ecommerce Account Helpdesk
Thrasio
09.2020 - 01.2025
Premium Support Helpdesk
Concentrix
12.2019 - 09.2020
Strategic Account Services - Account Manager
Amazon
05.2018 - 08.2019
Seller Support Trainer
Amazon
02.2017 - 05.2018
Seller Support Associate acting as Associate Advisor
Amazon
09.2016 - 12.2016
Seller Support Associate
Amazon
06.2014 - 02.2017
Retention and Sales Agent
Eclipse in Action
12.2013 - 05.2014
Bachelor Engeening Degree - Civil Engineering
Fidelitas University
05.2001 -
High School Diploma And Technical Degree Diploma - Architectural Drawing
Don Bosco Technical High School