Vanessa

In this role, I focused on delivering personalized sales experiences by identifying customer needs and recommending the right AT&T products and services. I handled service upgrades, explained billing plans, and guided customers through their options to ensure they received the best value. My approach combined active listening with clear communication, which helped me consistently meet or exceed sales targets. I also provided basic technical support when needed, helping to build trust and drive conversions through a solution-focused approach.

As a Customer Support Representative for Amazon, I provided frontline support for a wide range of customer inquiries, including order tracking, billing issues, refunds, and product questions. I handled high call volumes while maintaining a calm, solution-focused approach to ensure quick and accurate resolutions.

Using internal CRM systems, I documented each interaction carefully to support efficient follow-up and team collaboration. I also identified opportunities to assist customers with related services or purchases, contributing to overall customer satisfaction and revenue growth. My ability to listen actively, communicate clearly, and resolve issues effectively helped me consistently exceed service goals and deliver a positive customer experience.

In my role as a Quality Analyst with Amazon Payments, I was responsible for reviewing and auditing customer service interactions to ensure communication quality, compliance, and a high standard of customer care. I analyzed transcripts and call recordings to identify service gaps, provided constructive feedback to agents, and supported training initiatives to improve overall team performance.

I worked closely with support and onboarding teams to refine processes, enhance the customer experience, and strengthen resolution workflows. My feedback helped shape coaching sessions and improve agent readiness, while detailed documentation ensured accuracy and transparency across internal systems. This role deepened my skills in quality assurance, customer experience improvement, and cross-functional collaboration.

As a QA Supervisor at Amazon Payments, I led a team of over 20 quality analysts, overseeing daily operations to ensure top-tier customer service standards across all support channels. I was responsible for coaching and mentoring analysts, reviewing performance metrics, and driving quality improvements through data-driven insights.

I redesigned onboarding and training processes, which increased agent productivity by 23%, and implemented quality strategies that reduced repeat customer contacts by 25%. I worked closely with support and leadership teams to align QA practices with business goals, developed performance reports, and created feedback loops that improved consistency and accountability. My leadership helped elevate service quality, agent performance, and customer satisfaction across the board.