Luis Granados Saenz
Desamparados
Summary
Forward-thinking Operations Specialist bringing 6 years of expertise in retail, b2b, risk management for online sales and technology sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies.
Overview
7
7
years of professional experience
Work History
RISK MANAGEMENT
Amazon
01.2020 - 08.2023
- Fraud data analysis of top selling products
- Supported executive decision-making through the presentation of clear, concise, and well-organized findings from comprehensive analyses.
- Collaborated with cross-functional teams to optimize data collection and integration strategies.
- Project management
- High volume of cases and work under pressure
- Part of the Analytics team Extract, Transform and Load data (SQL intermediate, CSS, HTML intermediate)
- Streamlined reporting processes for increased efficiency and improved data visualization.
Brand Registry Representative
Amazon
01.2018 - 01.2020
- Brand representative tech support.
- Working with complex internal tools to achieve SLA and customer satisfaction metrics
- Solving escalation issues T2
- Ability to handle multiple client specialties accounts issues (FBA, Catalog, Brand Registry, Advertising, Onboarding)
- Dealing with ambiguity and constant change
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Ability to follow complex internal procedures due to legal, complaint, quality department relations
SELLER SUPPORT ASSOCIATE
Amazon
01.2017 - 01.2018
- Resolving multiple seller inquiries using Paragon system, CSC, and plenty of internal technological tools
- Served as a trusted advisor to sellers, guiding them through account set up, listing optimization, order management, and dispute resolution processes.
- Enhanced customer satisfaction by efficiently addressing and resolving support issues.
- Experience in handling high volume of phone calls (70 per day), email and chat complex cases
- Experience to handle change and adoption of new procedures
- Handling cases of multiple specialties (multiple account customers) such as FBA, Merchants@, FUII, IIDP, Vendor
Education
High School Diploma -
IHER
Honduras01.2015
Skills
- Time Management
- Communication
- Problem Resolution
- Team work
- Risk Management
- SQL intermediate
- Fraud Risk Management
- Customer Service
- Call center experience
Languages
Spanish
Proficient
C2
English
Advanced
C1
Timeline
RISK MANAGEMENT
Amazon
01.2020 - 08.2023
Brand Registry Representative
Amazon
01.2018 - 01.2020
SELLER SUPPORT ASSOCIATE
Amazon
01.2017 - 01.2018
High School Diploma -
IHER
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