JMJoseph Maco
@josephmaco
Customer service escalation specialist skilled in coaching and issue resolution.
PhilippinesWhat I'm looking for
I am a customer service professional with hands-on experience at Amazon handling complex escalations, claims, and delivery-partner issues. I serve as the escalation point for “Where’s my package” inquiries and property or vehicle damage claims, coordinating with frontline associates, customers, team managers and delivery partners to investigate and resolve issues promptly.
As a GEM (Gifted Effective Mentor) and floor support, I onboard and coach new hires and Amazon Flex partners, provide real-time assistance, analyze performance data, and create SMART action plans to improve agent performance. I have held roles including Customer Service Associate, SDS Escalations Specialist/Claims, and Supervisor Escalations, demonstrating strong multitasking and mentoring abilities.
I bring empathy, patience, effective listening, and a friendly, enthusiastic approach to customer interactions. I am computer literate, experienced in real-time floor support, and focused on driving measurable improvements in service quality and agent confidence.
Experience
Work history, roles, and key accomplishments
AMActed as GEM mentor providing floor support and onboarding for Amazon Flex agents and new hires, delivering coaching, performance feedback, and actionable improvement plans.
AMProvided customer support handling inquiries and claims, serving as escalation point for complex delivery and damage issues and improving resolution timeliness for escalated cases.
AMHandled supervisor-level escalations and claims, led investigations into property and vehicle damage incidents and ensured fair, timely resolutions with documentation.
AMServed as escalation specialist for 'Where's my package' and delivery partner claims, coordinating with frontline staff, delivery partners, and managers to investigate and resolve complex cases.
Education
Degrees, certifications, and relevant coursework
Asian Caregiving and Technology Education Center
Senior High School Diploma, Information Technology
2018 - 2020
Completed Senior High School (Tech-Voc Information Technology strand) with graduation in 2020.
Bacoor National High School (Molino Main)
Junior High School Diploma, General Secondary Education
2014 - 2018
Completed Junior High School at Bacoor National High School (Molino Main).
Availability
Location
PhilippinesAuthorized to work in
Job categories
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