SDS Training Specialist at Amazon Resume Sample

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SDS Training Specialist at Amazon Resume Sample (Full Text Version)

Fernando Garcia

Job email:
Phone number: 555-555-5555

Value offered

  • More than 4 years of experience in internships and corporate sector, including customer service, with an emphasis in logistics support.
  • Experience in a leadership position as CS Team Manager [A] and as SDS Escalation Specialist.
  • Serve as a SME in multiple domains of specialized recipient and driver support, and successfully provided and developed trainings in SDS.
  • I enjoy the mentoring experience, to help others grow and develop, while at the same time achieve better overall performance, and improve engagement.

Work experience

10/2019 - present, ES SDS Escalations Specialist, Heredia, Costa Rica

Part of the initial ES CASE team, responsible for solving escalated customer contacts from the SDS team in Spain and using the available tools to investigate and provide timely and efficient solutions to complex problems.

  • Partnered with business teams inside and outside SDS to ensure problems were addressed and corrected.
  • Serve as a SME in multiple domains of specialized recipient and driver support.
  • Display a positive work ethic, strong interpersonal skills, adherence to company policies and a commitment to excellent customer service in each escalated contact.
  • Provide entry level associates guidance and direction on how to research and resolve customer issues and help remove barriers to ensure associates are empowered to deliver a world class customer experience.
07/2020 - 12/2020, CS Team Manager [A], VCC, Costa Rica

Lead a team of 15+ associates and be responsible for the overall performance, engagement and operational delivery. 2 months at NA CS, and 3 months at ES CS.

  • Established and managed strategies in order to retain and improve engagement while meeting the KPI goals.
  • Maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
  • Mentoring and development of tenure agents to prepare them for other positions.
05/2020 - 06/2020, SME / Interim Training Assistant, Heredia, Costa Rica

Involved in the initial launch of SDS VCS-COL, as SME (subject matter expert), providing training and support to SDS NH and BOG team managers.

  • Managing more than 30 trainees, including day-to-day communication and motivation as well as training sessions and time management.
  • Develop training content for new or existing roles.
12/2019 - 05/2020, ES Flex Offroad Support Associate, Heredia, Costa Rica

Provide off-road support to drivers (delivery partners) by researching and troubleshooting with internal tools.

  • Part of the off-road driver support initial team in .ES SDS at SJO.
  • Represent customer obsession and ownership on every contact.
03/2020 - 05/2020, ES & UK Special Handling Backup, Heredia, Costa Rica

Provide drivers and customers assistance with Amazon Logistics Heavy/Bulky items in the United Kingdom and Spain.

  • Facilitate driver-customer communication, and guidance through the correct procedures in a delivery, collection arrangement through different carriers in Europe, and other dispatch details enquiries.
03/2019 - 10/2019, ES SDS Associate, Heredia, Costa Rica

Support both the drivers delivering the packages and the customers who are waiting to receive them, exhausting all options in order to assist in successful deliveries.

  • Display ability to dive deep and accurately assist drivers and customers.
  • Assisted with data collection and suggestions for improve processes.
  • Creative and analytical problem solver with a passion for excellence in CS.
10/2018 - 03/2019, ES CS Associate, Heredia, Costa Rica
  • Participation in Customer Journey Maps, for the improvement in customer experiences.
  • Collaboration in data mining to develop Kaizen and Gemba Walks events for the continuous improvement of various processes.
  • Helped to create and update processes within the knowledge center, ensuring their relevance. Mainly with the warranty repair process.
10/2015 - 01/2017, CSNA Associate & CSNA Associate VCC, Heredia, Costa Rica
  • Appointed as data-miner for the team, analyzing trends and creating reports for the team manager.
  • Involved in the launch of VCC Pilot Project for NA Retail Spanish in Costa Rica.


2021, Licenciate, Construction Engineering, Costa Rica Institute of Technology (TEC), Cartago, Costa Rica
2014, Professional Development Program (PDP), Miravalles University Center, San José, Costa Rica




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Company Overview:

Amazon is one of the fastest-growing companies with 10,000+ employees and revenue $10+ billion per year. It offers a competitive salary, various cool employee benefits, and a lot of opportunities for growth. However, things can be very siloed and bureaucratic in such big companies. Get ready for too many information, too many emails, and little guidance. However, if you’re willing to go the extra mile, accept the challenges and prove yourself, you will be very successful here. Some Amazon employees praise a four-day work week, whereas some claim that kitchen could have better snack options. It all depends on your priorities.

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