Sebastián Vera

Throughout my professional experience, I have worked in fast-paced environments where quick decision-making and problem-solving skills are crucial. I have also had opportunities to lead groups, enhancing my communication skills and assertiveness. In my current role as a Resolution Specialist Associate, I prioritize customer's trust above all things. I am always focused in efficiently resolving customer issues while maintaining a friendly and professional demeanor. Building long-lasting customer relationships is one of my major goals, and I am committed to providing high-quality service at all times.

DART - Systemic issues (2024-01 - Current)

Amazon

Detection, documentation, and escalation of systemic issues negatively impacting customer experience, contact flow, and quality within customer service, particularly in the escalations area.

DART - Contacts audit (2023-07 - 2024-01)

Amazon

Auditing of escalation contacts via phone and chat to provide feedback to associates, focusing on areas for improvement and highlighting best practices that positively contribute to quality and efficiency metrics.

Dart Usage Rate Clinic (2023-07 - 2024-01)

Amazon

Auditing of agent contacts who consult DART to verify whether the queries or escalation practices are valid or invalid. This is done to provide feedback to agents on how they should use DART, as well as to educate them on the tools and policies that they can use to avoid escalation.