**** * ****** ** *********, WA *****

PHONE 206-***-**** • E-MAIL adztcr@r.postjobfree.com

FANNY GARCIA

SKILLS/EXPERTISE

Self-taught in SQL, HTML, Excel using various Amazon internal and external online resources

Highly driven professional with a strong work ethic which has resulted in being a top productivity performer in current and past roles.

Eager to take on challenges beyond my scope of understanding to improve efficiency with my team, and provide an overall better customer experience.

Consistently manage competing priorities with strict deadlines including daily responsibilities and high visibility projects

PROFESSIONAL EXPERIENCE

Amazon Business Payments March 2023-Present

Account Manager/Program Manager

Manage Book of Business with 40 clients (Portfolio totals $19.1MM)

Created and manage team wide used SQL queries to track customer metrics

Created and manage team wide Excel template for building customer account reviews driving a 27% increase in efficiency

Manage operational excellence by maintaining documentation Standard Operating Procedures (SOPs)

Manage program for automation of customer account reviews

Mentor 1 Payment Success Account Manager

Create and led SQL and Excel training courses

Amazon Prime Video Direct LLC May 2019 – March 2023

Customer Experience Manager/Program Manager II

Responsible for building Standard Operating Procedures (SOPs) for team programs

Piloted and managed 2 associates supporting Selection Excellence program to ensure content quality for Prime Video catalog.

Created and managed SQL queries to track metrics for operators, content submission, and end user impacting events.

Developed documentation and plans for tech teams to improve 1) internal tools and 2) end user tools and experience

Worked as point of contact for Content Acquisition Managers and Prime Video Direct providers to help mitigate issues related to content publications on catalog.

Managed relationship with high level accounts using Fixed Fee and Cost Per Hour hybrid system

Maintained the highest production volume for PVD user contacts.

Built and implemented plan to reduce duplicate content submission errors and contacts.

Owned migrations of systems, including blurb repositories for case management system and mass communication services

Managed Tax implementation program for oversees customers. Identified customers impacted, created communication of changes templates, and owned communication phases.

Amazon Web Services, Inc June 2015 – May 2019 Payments Business Operations Systems Analyst, Amazon Web Services January 2017 to May 2019

Used SQL to review customer impacting events and identify gaps in policies and trainings.

Created Weekly Business Review documents reviewed weekly with Leadership team, including project stakeholder, TPMs, PMs and Directors.

Served as main point of contact for CS, Sales, and AR teams for escalated customer contacts, payment issues and process change clarifications.

Created and executed trainings for AR, Sales and Customer Service to ensure readiness of launches or process changes.

Constructed monthly team newsletter to bring visibility of customer pain points to service teams. To improve efficiency, learned HTML and transitioned newsletter to a new format, and created a process doc with a template for team members unfamiliar with HTML formatting.

Managed process gap project with Account Receivable team to realign processes to provide a more positive customer experience for both internal and external customers.

Technical Customer Service Associate/Escalations Lead, AWS Customer Service June 2015 to January 2017

Team lead of 5 Escalations Customer Service Agents (tracked metrics, led 1:1s, career development)

Managed complex, volatile situations for AWS Customer Service (CS); provided exceptional service to external customers’ and other members of AWS CS, AWS Sales, and Executive Customer Relations team.

Served as point of contact for non-CS teams, Sales, AR, Legal, and Payments teams for customer contacts and account updates

Achieved and maintained highest production volumes within 2 weeks of joining the team.

Piloted program to serve as first point of contact for new customers

Participated in Roamer Program: Assist all current employees with questions and guidance and mentor new agents.

Co-led the event coordinating committee, including planning monthly events for the Customer and Premium Support Teams.

EDUCATION

Cascadia Community College March 2009- June 2011

Completed: English 100, 101, and 102, Math 95 and Math 107: Math in Society, Human Sexuality Psychology, and Abnormal Psychology, Sociology, Anthropology

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