Nicole Maria Quintanilla Madriz

- During this role, I was responsible for the audits of contacts and to provide actionable, specific feedback to agents. I was able to gain trust as a leader and anticipated their needs - I improved efficiency and effectiveness of existing processes, using Microsoft office tools such as excel and outlook through time management and organizational techniques - I directed meetings with associates and managers, plan the scheduling and the material to deliver updates about the product and feedback in team huddles and one-on-one’s - I have worked with Associates and Team Managers in driving quality, improving performance, and examining data to identify continuous learning needs - I improved my problem solver abilities, and was able to develop resourcefulness in a multi- tasked environment and developed high ability to appropriately prioritize work and responsibilities in a fast-paced environment. temporary position

- I take contacts from Amazon employees across the US. - I have developed and taken ownership of several projects related to, Mental health, Career Development, Engagement, HR empathy, and mentoring new hires - I work one-on-one with employees while maintaining successful partnerships with HR Business Partners, Benefits, Stocks, Payroll, Talent Management and Operations partners to find the solution for the employee while providing a world-class experience. - I have been able to master my research skills to resolve and document HR cases

- Assisted Amazon customers during peak season and learned how to work in a high- paced environment. - Developed Customer Service and communication Skills, Multitasking skills. I was able to work with a lot of tools and had a lot of tasks - I learned how to prevent and reduce the amount of concessions and report compromised accounts. - Identified several areas of opportunity of our department. I learned how to gather data, escalate issues, present solutions, and calculate the impact. - Worked to present an option to improve the way we handle the contacts so it would be more efficient. - I also helped with datamining to investigate about an ongoing issue in the department, in order to search for a solution - I developed empiric Coaching experience through several tasks, and helping new peers