At Amazon Operation Services Philippines, I resolved escalated customer concerns through phone, chat, and email, working toward appropriate outcomes while maintaining a positive customer experience.
As an Escalation Specialist, I de-escalated difficult interactions and guided new employees on store policies, procedures, and service techniques.
I also prepared KPI reports, reviewed team performance, and identified opportunities to improve processes and service effectiveness. My experience includes returns and exchanges, documentation, data entry, and spreadsheet-based task tracking.
