Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

HERMANN ROJAS

SDS ESCALATION SPECIALIST
Risaralda

Summary

Seasoned professional with over ten years of leadership experience as a Kinko's manager and educator, specializing in employee development and training facilitation. Demonstrated expertise in Amazon's operational framework, including comprehensive knowledge of company processes, policies, and strategic vision. Recognized for outstanding performance as Top Rapper and consistently ranking in the top 5% for team performance metrics. Exceptional emotional intelligence and active listening skills to guide associates toward exceeding performance expectations through a positive, supportive approach. Successfully facilitated specialized training for The SDS CASE Wave 9 Case Group, showcasing ability to develop and implement effective individual and group development plans.

Overview

9
9
years of professional experience
2
2
Languages

Work History

Shipping and Delivery Escalation Spec Email Team

Amazon - Colombia
11.2024 - Current
  • Handling 200 emails per week with an average ACHT of 7.01 minutes in July 2025.
  • Meet or exceed all performance metrics goals.
  • Provide expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team. Assist my TM in conducting contact audits.

Shipping and Delivery Escalation Specialist A

Amazon
03.2024 - 11.2024


  • Asked to train Case Wave 9 group.
  • Asked to be a part of SDS Escalations Email only Team.
  • Championed a customer-centric approach within the escalation team, consistently advocating for clients' best interests and satisfaction.


Shipping and Delivery Customer Service Specialist

Amazon
08.2023 - 03.2024


  • Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
  • Top Wrapper on multiple Occasions.
  • Trained as back up for Amazon Key, Groceries, HUB Locker, and Retail.


English Instructor

51Talk Online Education Group
01.2017 - 08.2023
  • Company Overview: 51Talk is an online education platform that connects students with English teachers from around the world.
  • Top 10 requested teacher out of 2500+.
  • Selected to test-pilot new teaching formats including one where I would lecture 100+ students at a time.
  • Employed diverse teaching approaches to help students of all abilities understand material.
  • 51Talk is an online education platform that connects students with English teachers from around the world.
  • Adapted lesson plans to accommodate different learning styles and abilities within the classroom setting for optimal comprehension of material covered.

Education

Bachelor of Arts - English

Pennsylvania State University
State College, Pennsylvania

Skills

  • Team building
  • Organizational skills

Software

Microsoft Office

Timeline

Shipping and Delivery Escalation Spec Email Team

Amazon - Colombia
11.2024 - Current

Shipping and Delivery Escalation Specialist A

Amazon
03.2024 - 11.2024

Shipping and Delivery Customer Service Specialist

Amazon
08.2023 - 03.2024

English Instructor

51Talk Online Education Group
01.2017 - 08.2023

Bachelor of Arts - English

Pennsylvania State University
HERMANN ROJASSDS ESCALATION SPECIALIST