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Luis Fabian Salazar Villalobos

@luisfabiansalazarvil

Operations & Program Manager at Amazon who standardized SOPs across operational units and used Excel data to improve performance.

Costa Rica

Message

At Amazon, I managed the Security Bar Raiser Team and monitored real-time SLAs, queue volumes, and workforce scheduling against business targets.

I analyzed operational performance in advanced Excel to identify bottlenecks and support continuous improvement. I also standardized process documentation and SOPs across operational units.

As Customer Service Team Manager & Incident Lead, I handled complex operational escalations and developed onboarding and training frameworks for new hires.

Earlier, as a Security Bar Raiser Auditor, I audited customer interactions and case logs for accuracy and compliance. I identified order-processing gaps and designed updated workflows and guidelines adopted globally across teams.

Experience

Work history, roles, and key accomplishments

Security Bar Raiser Team Manager

Amazon

Aug 2023 - Dec 2025 (2 years 4 months)

Managed and coached frontline operational teams, tracked productivity KPIs, and led continuous improvement cycles. Owned real-time SLAs, monitored queue volumes, and standardized process documentation and SOPs.

Excel SLA Management Workforce Scheduling Process Improvement SOP standardization KPI Tracking Continuous Improvement Data Analysis

Customer Service Team Manager & Incident Lead

Amazon

Aug 2022 - Jul 2023 (11 months)

Acted as primary escalation point for complex cases, resolving critical issues while protecting customer satisfaction. Developed onboarding and training frameworks for new hires and facilitated cross-functional alignment meetings.

Incident Management Escalation Management Training Onboarding Cross Functional Collaboration Customer Satisfaction Stakeholder Management

Security Bar Raiser Auditor

Amazon

Jan 2020 - Aug 2022 (2 years 7 months)

Audited high-volume customer interactions and case logs to ensure data accuracy and procedural compliance. Identified systemic gaps and designed updated workflows and guidelines adopted globally.

Audit Data Accuracy Compliance Process Design Workflow Optimization Quality Assurance

Education

Degrees, certifications, and relevant coursework

University of Costa Rica

Bachelor's Degree, Business Informatics

Pursuing a Bachelor's degree in Business Informatics with a focus on systems engineering, process optimization, data analysis, and operational workflows.