SANTIAGO F. LARROTA SAAVEDRA
Bogota D.C
Summary
Customer support professional with over 9 years of experience delivering exceptional service across industries such as healthcare, construction, and e-commerce. Currently serving as an Acting Customer Support Team Manager in Amazon’s Concessions Abuse Prevention (CAP) department, leading a team of 20+ associates with a strong focus on coaching, performance, and operational excellence.
Recognized for my commitment to Customer Obsession, leadership under pressure, and ability to consistently Deliver Results. I offer a solid background in team development, root cause analysis, and KPI/SLA management, paired with advanced communication skills in English and Spanish, and conversational Portuguese. My journey has shaped me into a resilient, empathetic, and goal-driven leader who promotes a high-performing and customer-focused environment.
Overview
8
8
years of professional experience
Work History
Acting Customer Support Team Manager
Amazon
10.2024 - Current
I lead a team of 20+ Customer Support Associates within the Concessions Abuse Prevention (CAP) department, focusing on delivering outstanding customer experiences. I consistently drive high performance by applying Amazon’s Leadership Principles—especially Customer Obsession, Deliver Results, and Earn Trust.
Recognized for my high standards, operational discipline, and leadership, I have been consistently ranked among the top performers due to my strong coaching skills, ownership mindset, and ability to exceed goals through continuous improvement.
CAP Resolution Specialist / Costumer Service
Amazon
09.2023 - 10.2024
- As a CAP resolution specialist agent, I provide example, support and help to CSA agents and clients, providing them with help via call, chat or email with all the problems they may present.
- Being flexible and leaders, we give clear resolutions that keep our obsession with the client in mind.
- Showing our professionalism and our desire to continue providing good service to our clients and agents.
Costumer service
Amazon
05.2022 - 09.2023
- First and second point of contact for Amazon customers and agents by attending to their inquiries via phone, chat or email.
- My team is responsible for resolving a wide variety of customer and agent issues within the company, helping them resolve problems and concerns and making them feel unique.
Glazier / Proyect Manager
Walsh Glass & Metal Inc
03.2021 - 04.2022
Electrical Apprentice
Naples Electric
01.2021 - 03.2021
Galzier / Mechanic
AM Architectural Metal & Glass
12.2017 - 06.2020
Education
High School Diploma -
High School New Montessoriano
11.2012
International Business -
EAN University
06.2025
Skills
- Problem resolution
- Enthusiasm and positive attitude
- Time management
- Bilingual
- Coaching and Development
- Problem Solving & Root Cause Analysis
- Adaptability
- Customer Obsession
- Conflict Resolution & Empathy
- Decision Making under Pressure
- Teamwork
- Leadership & People Management
Languages
English
Advanced (C1)
Portuguese
Intermediate (B1)
Spanish
Bilingual or Proficient (C2)
Summary Of Experience
I have been working in customer service for more than 9 years, I started in a hospital in New York City working as a Valet and providing customer service to visitors or patients, here I strengthened my positive and proactive attitude, as this can make the difference in dealing with patients or visitors, you have to make them feel comfortable and well attended. I also developed a great ability in multitasking which was further developed when I started working as a mechanic in construction and customer service for several construction companies in New York City, thanks to this position I strengthened several skills first: My leadership, when it came to managing personnel and indicating to lead us to the company's goals. My patience, when there were problems, controlling my stress and avoiding stressing my co-workers. My empathy, knowing that customers do not always have a positive attitude and even more if there is a problem, you always have to understand them and give them a good service and my ability to solve large or small problems quickly and effectively. Finally, I am currently working as a CAP resolution specialist, where I have been able to strengthen my leadership skills, empathy, problem solving and constant active listening to understand the problem and thus be able to provide help to agents and customers with resolutions from a leader.
Timeline
Acting Customer Support Team Manager
Amazon
10.2024 - Current
CAP Resolution Specialist / Costumer Service
Amazon
09.2023 - 10.2024
Costumer service
Amazon
05.2022 - 09.2023
Glazier / Proyect Manager
Walsh Glass & Metal Inc
03.2021 - 04.2022
Electrical Apprentice
Naples Electric
01.2021 - 03.2021
Galzier / Mechanic
AM Architectural Metal & Glass
12.2017 - 06.2020
International Business -
EAN University
High School Diploma -
High School New Montessoriano
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