Esteban Alvarez Ramirez

Responsible for a team of 20+ CSAs and their performance management while delivering coaching, metrics report out, quality, productivity and process improvement. Responsible for accordance with organizational policies and procedures such as motivating, rewarding, disciplining, resolving conflicts, interviewing, attendance and training. Perform engagement with team members, individually to understand how to most effectively coach and motivate them and invest time in working their development.

During my time in this role, I gave customer support to all Amazon Spain by helping customers to resolve different situations and problems with their packages or account, also by making invoices, and prevent abuse behaviors from customers. I was also helping my manager at peak season with all the new hires and tenior agents by mentoring and helping them with all the issues that they could have.

During my time in this role I gave customer to support related to an called RairserEdge which is a Data Base where the customers in USA can make donations.

Due to my great performance while being a Business Agent, I was chosen to be a team lead. With assignments such as Mentoring and coaching a number of 15 agents, sharing weekly metrics, dealing with escalations and premium customers daily.

I was part on PSG group of Latin America, during my time in this role I provided tech support to laptops, desktops, workstations, thin clients and tablets, I stood out in metrics and performance while supporting in this area. Working on this department I was part of the electronic cases bringing support to the costumers via chat and e-mail for all the region on Latin America.