Enterprise Support Escalations Specialist

SEAN SCHNARE

Richmond, KY • 859-***-**** • ****.*******@*******.***

PROFESSIONAL SUMMARY

Analytical and self-directed operations professional serving as an Enterprise Support Specialist at Amazon EOCS, owning complex escalations for high-value Enterprise and Large Enterprise accounts. Demonstrated expertise in root-cause analysis, cross-functional resolution, process improvement, and trend identification across a high-stakes, remote environment. Recognized as a Top Performer with consistent compensation growth through L1 to L3 advancement and multiple STEP program raises, including a most recent pay increase reflecting continued performance. Core strengths: case ownership, systemic problem-solving, stakeholder communication, and continuous process improvement.

PROFESSIONAL EXPERIENCE

Enterprise Support Associate — Amazon EOCS August 2023 – Present Remote

–Own end-to-end resolution of 2,300+ complex escalations for Enterprise and Large Enterprise accounts across government, education, and corporate sectors (minimum $1M annual spend), earning sustained Top Performer recognition and consistent STEP program compensation increases.

–Serve as the subject matter expert for escalations arriving from front-line Customer Advisor and Customer Success Manager teams, maintaining full communication ownership through final resolution with account administrators.

–Conduct root-cause analysis on high-impact customer pain points, partnering cross-functionally with business and product teams to deliver both immediate fixes and long-term systemic solutions that benefit the broader customer base.

–Proactively identify emerging trends and recurring issues through customer feedback and case data, creating and documenting new processes and ensuring CS reference materials remain accurate and up to date.

–Collaborate with sales partners to deliver in-depth analysis of enterprise customer pain points, supporting strategic account health and surfacing opportunities to reduce administrator effort and drive increased platform usage.

–Uphold service level standards through rigorous quality review, escalating systemic concerns to leadership and contributing to a continuous process improvement culture across the CS network.

–Consistently led weekly positive HMD (How's My Driving) response performance; recognized for exceptional written communication, conflict resolution, and ability to adapt tone and approach to diverse stakeholders.

Amazon Business Customer Support October 2021 – December 2022 Remote

–Triaged and resolved B2B customer issues across multiple industries; recognized as a subject matter expert within the team.

–Partnered with sales teams to improve client solutions and overall service efficiency.

–Achieved a 90% first-contact resolution rate while managing 20+ complex inquiries per day.

Floating Machine Operator — Aisin Automotive 2019 – 2021 London, KY

–Operated complex manufacturing equipment and performed quality testing with a strong focus on precision and adaptability.

–Cross-trained across multiple production functions to improve operational flexibility and team efficiency.

CORE SKILLS

Case Management: Escalation handling, issue analysis, policy-compliant resolution across high-volume environments

Research & Documentation: Accurate reporting, legal/regulatory research, clear written communication

Technical Proficiency: Excel (VLOOKUP, Power Query), enterprise ticketing systems, rapid platform onboarding

Assessment & Collaboration: Information gathering, cross-functional partnership, federal and internal team coordination

Leadership Competencies: Customer Obsession, Extreme Ownership, Adaptability, Bias for Action

PROFESSIONAL DEVELOPMENT

Self-Directed Learning Ongoing

Focus areas: customer service excellence, data analysis, legal research, and security practices — acquired through hands-on experience and independent study.

CERTIFICATIONS

–Amazon Customer Service Training (2023)

–Excel Data Analysis (2024)

SELECTED ACHIEVEMENTS

–Advanced from L1 to L3 within three years at Amazon, with consistent compensation growth through the STEP program, including a most recent raise reflecting continued high performance.

–Recognized as Top Performer across multiple review periods for outstanding enterprise support results and measurable contributions to team and process quality.

–Maintained full ownership of 2,300+ complex cases for high-profile enterprise clients, demonstrating resilience, sound judgment, and a bias for action under pressure.

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