Mari rosales

Answering calls, emails and chats attending to problems or issues with platform also doubts or reimbursements that seller could have.

Experience      
                                           

Seller support Sr

                              Amazon Costa Rica

                              Feb 2024 -present

Answering calls, emails and chats attending to problems or issues with platform also doubts or reimbursements that seller could have.

IOT Execution Specialist

Amazon Costa Rica 
April 2022 –  Feb2024

Met predetermined and assigned productivity targets and quality standards.
To occasionally meet with our Amazon vendors, stakeholders and customers via virtual meetings and/or calls.

Educate the vendors so that they can reduce their chargebacks flow.

Execute the end-to-end processes and tools related to the daily investigation tasks.

Participate in the process of education of Amazon Vendors.

Actively look for areas of opportunity for improvement of SOPs (Standard Operation Procedures) and internal documentation.

Customer Service Associate

Amazon Costa Rica 

May 2018 – April 2022

 

Weekly team metrics data – mining. 

Participated as main advisor for the team’s questions. 

Team mentor in charge of: peers coaching and individual development planning. 

In charge of the monthly team’s performance reports against through the different channels: email, chat and phone.

Advisor during Peak Season of 2020 for 4 waves of new hires. Accountable for performance management, increased availability and adherence of around 20 Associates. 

Participated in the pilot: “Sign off Masters” for around 4 months, in which was responsible of the auditing of the emails that were about to be sent to costumers, for Quality Review. 

Since October 2020 to January 2021, as a Leader representative in DART NA.

High School Degree

Isaac Martin High School

2008 – 2013


 

Executive Technician in English – Customer Service

Instituto Nacional de Aprendizaje (INA) 

2017 - 2018

English for Business

Idioma Internacional

2019-2020

Technical Specialization in Human Resources 

2021 and Graduation on April 2022

Portuguese 

Centro de Estudios Brazileños, Costa Rica

Jan 8th 2024 to 2025