Nicole User

I am a customer service and support specialist with over seven years of experience at Amazon across Kindle Direct Publishing, Book Depository, and North American Retail teams. I consistently deliver high-volume support via phone, email, and chat while maintaining strong attention to detail.

My core strengths include fraud detection and risk management, where I investigate patterns, manage blocklists/watchlists, and balance fraud prevention with timely order fulfilment. I am proficient with fraud and payment systems and have reduced abuse through vigilant review and process improvements.

I contribute to operational improvements by creating internal documentation, escalating trends to leadership, and collaborating cross-functionally to enhance customer experience. I also provide basic publishing support, assisting authors and publishers with eBook, paperback, hardcover and audiobook listing and formatting queries.

I work reliably within SLA-driven environments, using tools such as Salesforce, Nimda, Kount, Braintree, Kindle Create and Slack. I am proactive, detail-oriented, and focused on delivering clear solutions that address customer pain points.