Customer Service Social Media

ANDRES LUIS MORCHAIN M.

Information Technology Engineer

Address: **** ******** **, ***** ***** Fl, 34772

Phone: 407-***-****

E-mail: **************@******.***

Profile

Hardworking and technologically adept, experience with office management. Thirteen (13) years experience maintaining webpages using programming languages as HTML5, Python, C+ Java Scripts and SQL.

Experience managing Social Media Twitter (Hootsuite) platform.

Proficiency in MS Office and computer skills. Spanish native, Bilingual, translator (Spanish - English) and always having the willingness and motivation to learn new technologies.

As a Customer Service agent and Seller Support partner, always helping our customers to succeed.

Experience in “R” Language. Strong working knowledge in Excel.

Some Knowledge of Lean principles and DMAIC methodology. Experience in MS Access and SQL.

Experience with Textminer and Heartbeat when working in Orlando FC in 2017

PROFESSIONAL EXPERIENCE

Amazon - SPS - L3 02/2024 – Actual

Duties: Selling Partners Support

M@ FBA IIDP Feeds Brand Registry FFT ICD BDP

Supervisor: Rachel Gasal

SPS - CRS (Contact Resolution Specialist) - L3 06/2022 – 02/2024

Duties: Selling Partners (SP) with Gross Merchandise Sales (GMS).

M@ FBA IIDP Feeds Brand Registry FFT ICD BDP

Supervisor: Harris Kristin

Amazon - Selling Partner Support Associate - L3 02/2022 – 02/2024

Duties: Seller support.

Supervisor: Joyce Awadzi / Kristin Harris

Amazon CNS Resolution Specialist (L3) [A] 11/2021 – 02/2022

Assisting customers and business with delivery issues, registries, gift cards, Tax issues, account activities, etc. Always trying to develop positive working attitude and collaborating with other peers in our chime room.

Personal and Business accounts.

Team Manager: Mike Piper

Amazon Customer Service (L2) 09/2018 – 11/2021

Virtual Customer Service - VCS – CS. Shipping and Delivery Services - SDS Associate US - MX

Assisting drivers and customer to get all packages delivered at correct locations and finding out what possible delays occurred during the delivery. Pin address location updates. Helping drivers to with possible delivery route and station issues. Reporting customers and drivers behaviors.

Team Managers: Joe Ballesteros and Katherine Haley.

Amazon Prime Now - UFL4 (L1) 06/2017 – 09/2018

Central Operations Associate, logistics

Monitoring deliveries from different cities in United States.

Use tools as Heartbeat, Velocitron, JSON, and Tableau knowledge. Part time job.

Supervisor: Dre Gomez. Manager

EDUCATION / CREDENTIALS

B.Sc. System Engineer, Metropolitan University, Caracas, Venezuela 10/1993

Master: MBA in Project Management. 05/2018

Ana G. Méndez University System, Orlando Campus

GPA: 3.88

Courses

Translation: Legal Translation, General Translation, Medical Translation, Writing and Style in English,

Technology: Java Programming, AWS Cloud Practitioner Essentials, studying, Project Management, CRM, Balanced Scorecard, General Statistics, SEO, Online Marketing, Big Data, R and Python Programming languages, Statistics, Math, Big Data, Project Management, Java, CSS, HTML 5, MySQL, SQL and Hadoop.

Amazon completed courses related to VCS 150 in total.

LANGUAGES: Spanish (Native), English (Mother born in Wales), and French (Father born in France, Normandie).

VOLUNTEERING 10/2015 – 5/2017

Volunteer at the Orange County Animal Services, Orlando, Florida. (85 hours).

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