Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

TAMARA CABRERA BORGE

Quality, Customer Service And Management Experience
Liberia,G

Summary

Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Experience in leading and collaborating on improvement processes. Proficiency in MS office package and outlook. Expert in handling several contacts and applications simultaneously. Proven track record of successfully managing multiple projects and developing innovative solutions. English/ Spanish proficiency, professional written and oral communication.


Overview

20
20
years of professional experience
2023
2023
years of post-secondary education

Work History

OPS Specialist, Proactive APEX Team

Amazon
05.2022 - 01.2025
  • Collaborated with the content team after finding areas to improve in customer service front line, created and facilitated a set of procedures and information to be included in the day to day work for our front-line peers.
  • Trained with the Quality control department to audit 10 cases per week and find improved processes for the day to day.
  • Generated a new SOP for Pending fulfillment orders which solved approximately 100 cases per week.
  • Managed to lead training sessions for new hires after on boarding training.
  • Investigate potential issues with special handling orders.
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.

Customer Service Associate

Amazon
06.2020 - 05.2022
  • Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
  • Dive deep by using CSC tools to deliver timely and accurate customer service and exceed customer's expectations.
  • Team Capitan; mining up to 30 contacts per week for an effective coaching in order to improve efficiency and processes.
  • Ensure to demonstrate ownership to resolve customer issues and escalating when needed. Understand performance metrics to drive business results.
  • Suitable to work efficiently with internal and external contacts and the ability to handle large number of contacts and cases.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.

Legal Verifier

Unlimited Vacation Club
05.2017 - 03.2020
  • Created a new process that minimized the new member´s overall process and the team´s work load.
  • Monitored ongoing trends in verification methodologies and technologies, staying current on best practices in the field.
  • Maintained strict confidentiality when dealing with sensitive information throughout the entire verification process for more than 20 customers per week.
  • Provide help and prompt response to any of the request by following up and use the tools available.

Station Manager/Supervisor

Copa Airlines
12.2015 - 11.2016
  • Responsible for overseeing the appropriate management of the passenger's information and confidentiality.
  • Reduced %4 operating costs through effective budgeting and expense management.
  • Improved station efficiency by implementing new operational strategies and streamlining processes.

Customer Service Supervisor

American Airlines
01.2005 - 09.2014
  • Planning and executing ground operation, manage and lead a work team of 12 agents, handling the requirement of the operation for up to 900 customers weekly
  • Accomplish administrative duties such as submitting vendors and other companies' invoices, ensure daily sales report was completed and delivered to central accounting on a timely manner.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.

Education

English Language Advanced Level -

Instituto Nacional De Aprendizaje
Guanacaste
03.2013 - 04.2013

Human talent Management Tecnico - Human talent Management

Universidad Politécnica Internacional

Skills

Customer relations

Quality assurance

Team collaboration

Analytical thinking

Accomplishments

  • Collaborated with team of Leadership from the APEX team in the development of a process for pending fulfillment orders.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 15 staff members when I collaborated as acting manager for a Front line customer service team.

Timeline

OPS Specialist, Proactive APEX Team

Amazon
05.2022 - 01.2025

Customer Service Associate

Amazon
06.2020 - 05.2022

Legal Verifier

Unlimited Vacation Club
05.2017 - 03.2020

Station Manager/Supervisor

Copa Airlines
12.2015 - 11.2016

English Language Advanced Level -

Instituto Nacional De Aprendizaje
03.2013 - 04.2013

Customer Service Supervisor

American Airlines
01.2005 - 09.2014

Human talent Management Tecnico - Human talent Management

Universidad Politécnica Internacional

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TAMARA CABRERA BORGEQuality, Customer Service And Management Experience