JOSE ALEJANDRO TARAZONA SANDOVAL

Handle contacts from Amazon employees located in the USA regarding the following topics:

Leave of absence intake and case managing.

Medical related accommodation requests and case managing.

Missed punches correction.

Time off options like PTO and UPT managing.

Support on the AtoZ app (employee app for HR self service), navigation and password reset.

• Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
• Maintained a high level of product knowledge, providing accurate information to customers.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Handled billing and payment issues by following guidelines and resolving disputes.
• Assisted customers to changer their account's passwords.

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Monitoring of my agents KPI´s.
• Coaching my agents to get better results.
• Training agents on retention skills.
• On floor assistance for the agents.

• Outbound calls to Claro subscribers who wanted to terminate their contract and through offers and commercial skills convince them to not cancel the service.
• Outbound calls to former subscribers and offer them to reactivate their service through commercial skills and specially designed offers.
• Assisted colleagues with difficult cases by offering guidance and sharing expertise from past experiences as a Retention Agent.

• Redaction of legal documents.
• Used knowledge of legal precedents to analyze probable outcome of cases.
• Analyzed and applied legal principles and performed legal research to support litigation strategy.
• Improved client satisfaction with timely communication and thorough explanations of complex legal concepts.
• Represented clients in court proceedings, hearings and arbitrations.
• Monitoring and managing active legal processes.

• Support and assistance for the public judicial services user.
• Case managing.
• Negotiated settlements and mediated disputes between parties finding mutually beneficial solutions as part the legal process.
• Drafting court decisions.