Nicholas K. Bowers

**** **** ** *** * Santa Monica, CA 90401 206-***-****

ad3ovd@r.postjobfree.com

Objective

Dedicated professional with excellent customer service skills and extensive knowledge in Human Resources and Organizational skills. I am Looking for a position as a HR Assistant or Recruiting Coordinator to put my Degree that I have earned to work.

Experience

Technical Support Agent

Epson USA Corporate

Los Alamitos, CA

February 2021 – Present

-Assist customer with troubleshooting Large Format Epson Printers

-Assist customers with creating service calls for Epson Printers in the United States and Canada

-Gone through multiple onsite trainings on using numerous large format printers and label printers

-Been honored to be one of the top sellers in One Time Flat Repair Service Plans

Technical Customer Service Agent – Route 53 TCSA

Amazon Web Services

Seattle, WA

November 2016 – February 2021

-Deep Dive with customer cases on Instance issues within AWS

-Assist the customer in solving issues with their virtual servers.

-Currently have 100+ 5 Star Ratings in the 3+ months that I have been in AWS

-Assist with the training of new hires in the department when needed

-Managed multiple process improvement projects to improve the customer experience in the AWS Organization

-Piloted the Chat Function here at AWS and pinpointed all the customer facing issues with the function on the website.

-Volunteered with AWS Billing and Accounts war rooms monthly to assist with improving the AWS experience with higher ups.

-Assisted on the AWS Roaming Team to assist TCSAs with complicated AWS Cases.

-Assist customers with Internet domain issues and working hand in hand with Engineers on solutions to Systemic issues.

-Trained in the Marketplace Customer Service Org assisting customers with Marketplace Buyer Questions

HR Assistant

Amazon.com

Seattle, WA

June 2014 – October 2016

-Assist the VCC leads and managers with termination of employees

-Assist employee with general questions on benefits and leave within the company

-Work with internal HR team to change methods within in the HR space in the Virtual Contact Center

-Worked with terminations and separation via Peoplesoft

-Answered questions about pay and attendance

-Assist with Interview Loops for new hires and internal employees

-Assist the HR Work Authorizations Team with Processing Employees into Amazon ( DAY 0 TEAM)- HireRight Certified

-Assisted with Virtual system Onboarding of the First VCC Amazon.jp New Hires on Day 1/ set them up with VPN and RD

-VCC Triage Tech with Remote IT for the VCC here at Amazon.com

-Assisted by helping with Customer Connections for New Hires (Customer Obsession 101) with helping with activities and giving the new hires examples with real customer experiences.

-Assisted HR Onboarding in sending out Germaltos to Virtual Contact Center New Hires via Powershell at TRB

-Worked Remote IT for New Hire Onboarding assisting new hires in setting up VPNs and get set up on the Amazon Production Scheduling system so he/she could work from home.

C2-CS DIGITAL MAYDAY KINDLE TECH SUPPORT ASSOCIATE

Amazon.com

Seattle, WA

August 2013 – November 2016

-Take Retail and Kindle Tier 1 Calls, AIV/Appstore Trained, Mayday and Kindle Tier 2 Trained

-Participated in Numerous Process Improvement Projects with the Mayday and Digital OU's

-Assisted with the Mayday Elf Christmas Project

-Piloted the CSC Co-Pilot, CSC Navigator and the Mayday Projects here in C2-CS

-Help Facilitate New Hire Orientation for Amazon

-Participated in numerous customer facing ACES projects/ Worked on Deep Dives and Data Analysis usually on these projects

-Participated in the Concessions CS Kaizen with the ACES team to see how to help minimize concession abused in Customer Service

-Worked CS Support on the Amazon Books Project ( Project Jane)/ assisted with creation of the References and Policies of the bookstore

-Assisted with numerous customer facing Projects( Powerfast Adapter, Prime Now Kindle Replacements)

-Worked with TRB to send out Germaltos to Amazon Customer Service New Hires

-Assisted the ACES team with a Deep Dive Project on Customer Follow-ups

-Worked with the Machine Learning Team to help them set up a system called LISA for Customer Chats into Amazon.com

-Assisted ACES with a deep dive on Powerfast Adapter replacements and how to eliminate customer effort

AIRLINE RESERVATIONS CUSTOMER SERVICE CALL CENTER AGENT

Virgin America Airlines (Xerox Corporation)

Kent, WA

August 2010 – August 2013

-Make Domestic and International Reservations/ Changes/ Inquires for guests

-Assisted on the Irregular Operation Team in bad weather situations when needed

-Managed and Developed the Airline Mileage Desk- Booked Virgin Atlantic, Virgin Australia and Hawaiian Airlines points flights// worked on many projects with Headquarters to help Grow the Velocity Airline Mileage Program to different areas of the country and the world.

-Tier 2 Call Center Agent- Dealt with Escalation calls and made independent decisions when warranted for the customer.

-Participated in developing training for all the call centers on the Sabre Software transition of the whole Virgin America Company in the Reservation centers and at all the Airport Sites.

-Pioneered the Training Program for the Call Center with Sabre Airline Reservation Software in the Dallas and Seattle Reservation Centers

ADVANTAGE TELEPHONE CUSTOMER SERVICE CALL CENTER AGENT

American Airlines

Fort Worth, TX

September 2008 – July 2010

Assist guests with their Advantage mileage account maintenance

Assisted taking Escalation calls in the call center when needed

Airline Partner desk agent - got verification of miles from other Airlines to add points to guests Advantage airline mileage accounts

Tier 3 Call Center Agent -Escalations/ On Call Coaching Lead – assisted agents in improving their skills by pinpointing their weaknesses and building on them.

Helped on 2 Projects in Minimizing Customer Effort on Calls // 1. Helped merge the Airline Reservations System at American ( Acorn) with the Advantage Customer Service System so that the agents could get real time mileage accrual on customers’ accounts when customers flew on American Airlines// 2. Helped on the project to minimize the time for miles to get posted while flying AA flights from 72 hours to 36 hours so that the customers could use their mileage freely for future flights which led to less calls about adding miles to the accounts.

AIRLINE RESERVATIONS CALL CENTER AGENT

Continental Airlines

Houston, TX

May 2006 – September 2008

Assisted guests with their future and current reservations (worldwide)

Worked on the rewards mileage reservations desk

Assisted in the Escalation Queue when needed

Groups Desk Agent Tier 3 Call Center Agent- Worked on the Disney Desk, Vacation Desk and the Gold Member OnePass Desk( High Profile Members)

improved the SharePoint on Electronics Services Desk so that employees can have up to date information about the happenings in the Reservations center that were customer facing.

Assisted in 13 airport projects where I was sent to each location for 2 to 3 month periods to help with the growth of the employees and to assist with airport operations.

Worked on the Disney Desk where I assisted customers with Air, Hotel and Car Accommodations to and from the Disney Properties.

Worked on Executive accounts with booking travel for contracted companies that use the airline for their employee travel.

ASSISTANT MANAGER

Office Depot

Multiple Locations in Louisiana and Texas

March 2003-May 2006

Assisted the workforce in store appearance and store goals

Managed a workforce to 60 or more

Ran the Technology Department and Customer Service Desk at 2 store locations

Managed with process improvement for employees and management in multiple store locations in my district

Education

Ashford University

Bachelors of Arts Degree in Human Resources Management with a Focus in Leadership Development

October 2010- August 2013

Completed Human Resources Management core classes

Graduated 08/2013 with a Bachelors of Arts Degree

University of Texas- Arlington

Bachelors of Arts Degree in Music Business with a Focus in Clarinet Performance

August 2001- May 2004

Completed my Music Business Degree

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