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Inna Drobinoga

Inna Drobinoga

Operations Supervisor

Followers of Inna Drobinoga340 followers
location of Inna DrobinogaSan Carlos, Alajuela, Costa Rica

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  • Timeline

  • About me

    Front End/Tools Developer

  • Education

    • Amati's University

      -
      Bachelors Business Administration and Management, General

    • AWS re/Start

      2023 - 2023
      Cloud Architect Cloud Development

    • AWS Tool Builders Academy

      2022 - 2023
      Front End Development

      The Tool Builders Academy (TBA) is an internal program designed to develop a talent pool of skilled individuals who can build tools and automation for the Customer Services (CS) organization at AWS. Launched in October 2021, the program collaborates with multiple teams including HR, Capacity Planning, WFM, and CS Leadership. Each cohort of TBA consists of 15 members who spend four months away from their case work to focus on skill development in tool building activities. The program is aimed at… Mostrar más The Tool Builders Academy (TBA) is an internal program designed to develop a talent pool of skilled individuals who can build tools and automation for the Customer Services (CS) organization at AWS. Launched in October 2021, the program collaborates with multiple teams including HR, Capacity Planning, WFM, and CS Leadership. Each cohort of TBA consists of 15 members who spend four months away from their case work to focus on skill development in tool building activities. The program is aimed at mitigating CS's reliance on external developer resources, which often results in delays in release and missed opportunities to improve employee experience and builder efficiency. TBA is focused on developing new tools, maintaining existing internal tools, and raising the security bar for CS org quickly and efficiently. Mostrar menos

  • Experience

    • Amazon

      Oct 2017 - Oct 2021
      Operations Supervisor

      Provided exceptional support to retail staff, addressing inquiries and escalating systemic issues.- - Achieved recognition multiple times, including Amazing Recognition and monthly top achiever awards.- - Served as the point of escalation for unhappy customers, resolving issues effectively.- - Implemented improvements based on outstanding metric results and shared insights with other teams.- - Mentored and coached new and senior associates, conducted data analysis, and facilitated training. Mostrar menos

    • Amazon Web Services (AWS)

      Oct 2021 - now

      - - Developed tools on AWS using specific packages on various platforms, including Windows, Linux, and macOS.- - Created widgets with JavaScript and acquired basic knowledge of automated services.- - Created over 30 code reviews related to given tasks including Features, Maintenance and Bugs categories, ensuring code quality, adherence to best practices, and efficient problem-solving.- - Reviewed over 100 code reviews, maintaining high-quality code standards and facilitating collaborative improvement.- - Engaged directly with customers, providing detailed updates on tool progress and addressing inquiries.- - Produced comprehensive documentation, including wiki pages and instructional videos.- - Collaborated on knowledge-sharing projects and created instructional videos explaining specific tasks. Mostrar menos - - Provided exceptional technical support to AWS customers, addressing their inquiries, troubleshooting issues, and ensuring prompt resolution.- - Awarded Employee of the Month three times for consistently delivering outstanding customer service and exceeding performance targets.- - Developed a deep understanding of AWS cloud services, architectures, and best practices.- - Obtained AWS certifications as a Cloud Practitioner and Cloud Architect, demonstrating comprehensive knowledge and expertise in cloud computing.- - Collaborated effectively with cross-functional teams to resolve complex technical issues, escalating cases when necessary.- - Assisted customers with basic troubleshooting, identified root causes of problems, and implemented appropriate solutions.- - Directed customers to relevant departments or resources for specialized assistance, ensuring their needs were met efficiently.- - Provided billing adjustments and addressed customer concerns regarding invoicing or account-related matters.- - Maintained accurate and detailed records of customer interactions, ensuring proper documentation of issues and resolutions.- - Demonstrated strong communication skills, effectively explaining technical concepts to customers with varying levels of technical expertise. Mostrar menos

      • Frontend Developer

        Nov 2022 - now

      • AWS TCSA

        Oct 2021 - Oct 2022

  • Licenses & Certifications

    • AWS Certified Solutions Architect – Associate

      Amazon Web Services (AWS)
      Aug 2022
      View certificate certificate