Luis Carranza

Experience

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  Amazon

  Jan 2017 - Oct 2019

  Customer Service Representative

  As a customer service agent, I specialized in resolving customer concerns accurately and efficiently, ensuring satisfaction through a detail-oriented approach and adherence to company SOPs. I utilized various systems and tools to troubleshoot complex issues, providing effective resolutions tailored to each customer's needs. My role also involved handling escalations, where I applied high-level troubleshooting techniques to address sensitive situations with professionalism and care. My passion for delivering exceptional service drove me to consistently exceed expectations and ensure customers left with a positive experience. Mostrar menos

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  Amazon

  Oct 2019 - Jan 2023

  As an HR specialist, I excelled at creating, updating, and improving standard operating procedures (SOPs) and delivering comprehensive training for scope expansions and refreshers, ensuring agents were fully prepared to handle medical leaves and accommodations. I analyzed data to identify and implement process improvements, turning ideas into actionable projects. My role included coaching agents, providing feedback to partner teams for alignment, and resolving escalations through detailed investigations of sensitive and confidential information. With expertise in U.S. medical laws, case management, and project execution, I contributed to enhancing efficiency and service quality. As a Tier 1 manager, I coached teams, performed data analysis, and ensured compliance with company KPI goals. Mostrar menos "As a team manager, I was responsible for reviewing team performance, addressing roadblocks, and driving results aligned with company goals. I provided actionable feedback during coaching sessions and created data-driven action plans to support team members in meeting performance metrics. Additionally, I managed sensitive and confidential information with the utmost accuracy, promptly resolving issues such as pay-slip defects and critical situations.I conducted weekly reviews of organizational metrics, presenting updates, calibrating metrics, and identifying areas for improvement. Beyond core responsibilities, I spearheaded process improvement initiatives that enhanced efficiency and exceeded role expectations. Mostrar menos

  • Human Resources Specialist

    Oct 2020 - Jan 2023

  • Customer Service Manager

    Oct 2019 - Oct 2021
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  Orion Market Place

  Mar 2023 - now

  Especialista en TI

  As an IT professional, I have extensive experience resolving diverse computer problems efficiently, ranging from hardware malfunctions to software issues. I excel at installing and configuring software, ensuring smooth functionality across various systems. My troubleshooting skills allow me to quickly diagnose and address technical challenges, delivering effective solutions tailored to customers' needs. With a commitment to providing exceptional service, I take pride in helping clients overcome their IT hurdles, enhancing their productivity and satisfaction. Mostrar menos

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  Amazon

  Jan 2024 - now

  Investigation Specialist

  I specialize in investigating and preventing fraud while ensuring the security of customers' data. My role includes overseeing team performance, providing calibrations, coaching, and implementing strategies to enhance efficiency through process improvement projects and innovative ideas. I excel at communicating with stakeholders, offering clear visibility into risk factors to mitigate potential losses and safeguard the company's revenue and profitability. With a proactive approach, I am committed to delivering impactful solutions that protect assets and support organizational success. Mostrar menos