Daniel Armenta

Served as primary liaison between Amazon, Amazon Canada, and financial partners (Chase, MBNA), managing partner deliverables, SLAs, and performance to ensure seamless service across two high-visibility payment programs.

Supported Amazon Mexico Payments operations by diagnosing systemic customer pain points and resolving a longstanding disbursement workflow defect, streamlining refund processes and improving customer experience. Also stepped into interim Program Manager duties post-transition, managing banking partner relationships and leading weekly cross-functional syncs.

Oversaw Quality KPIs for global vendor partners, conducting calibrations, analyzing SLA adherence, and presenting performance insights to leadership. Also served as interim supervisor for a team of three Analysts, balancing team leadership with individual project ownership.

Responsible for leading and developing a high-performing customer support team through consistent coaching, feedback, and performance management. Provided ongoing training to strengthen communication and problem-solving skills while ensuring adherence to quality standards and operational goals.

Led day-to-day operations for a team of up to 40 customer support agents, ensuring service excellence, adherence to response time goals, and alignment with organizational performance standards. Provided coaching, resources, and operational guidance to enhance productivity and customer satisfaction.