Adolfo Rojas

Analytical, organized and detail-oriented with +15 years of experience in coordination, customer satisfaction and risk management fields. Collaborative team player with ownership mentality and a record of delivering the highest quality strategic solutions to resolve challenges and propel business growth. Career focused on sustainable improvement, decision-making based on data analytics, and employee engagement while achieving efficiencies/effectiveness.

Proven capacity to ensure readiness at launch of high impact programs and new processes by successfully applying project management skills.

English Professor for Business Administration & Tourism at San Isidro Labrador International University (2025-07 – Present)

• Deliver sessions to in Business Administration and Tourism undergraduates
• Responsible for creating and delivering curriculum, leading classroom discussion, and providing guidance to Business Administration and Tourism students
• Promote a positive, purposeful and professional working atmosphere that challenges students and encourages cooperation among peers

Content Risk Manager / BRM (Books Risk Management) at Amazon LLC, AFZ (2018-03 – 2025-04)

• Managed up to 40-team members on tasks associated with customer contact inflow, KDP (Kindle Direct Publishing) account status, quality assurance and data labeling
• Managed planning and deliverables for multiple programs, including resource allocation and infrastructure planning
• Proactively gathered, analyzed, and shared data with higher management to influence business decisions
• Led end-to-end efforts for optimization of tasks related to day-to-day operations, team productivity, customer experience and workforce metrics
• Exhibited & drove a culture of putting Customers first, while also emphasizing on Employee satisfaction

Content Risk Specialist / CRM (Content Risk Management) at Amazon LLC, AFZ (2015-01 – 2018-03)

• Managed end-to-end escalation lifecycle including intake, deep dive, issue resolution, root cause analysis, identification and implementation of preventative actions, and summarizing outcomes
• Coordinated various stakeholder groups (such as Legal, Tech, Operations, Finance) involved in escalations to deep dive, drive alignment, and implement sustainable solutions
• Analyzed data to identify trends and actionable learnings across escalations to define and implement systemic program and technical solutions

CS Associate Senior / CreateSpace at Amazon LLC, AFZ (2012-06 – 2015-01)

• Provided support to self-published authors to offer their product (Books / CDs / DVDs) through the Amazon catalog
• Approved and adjusted payments via Oracle as well as Legal documentation handling for payment processing and fraud detection

Digital CS Specialist / Kindle Support at Amazon LLC, AFZ (2010-07 – 2012-06)

• Attended complex scenarios that could not be resolved by Digital CS Associate, including escalations
• Additionally, mentoring and training delivered to tenure peers and new hires
• Worked closely with leadership to monitor team metrics and root causes for customer volume inflow

Bell TV Representative at IBM Costa Rica, Ultralag (2009-08 – 2010-07)

• Arranged Bell TV installations/repairs/device replacement
• Provided clarification to their TV bill, submitted refunds, and offered additional services
• Provided training and mentoring to new hires and tenure peers

Service Coordinator / Depot at Alienware Corporation, AFZ (2006-07 – 2009-06)

• Kept control of the replacement part inventory for Alienware equipment coming in the company's facilities for PC repair and going out for either disposal or refurbishing
• Owned meetings with Operational Managers from all Depot facilities to clarify and explain inventory movement and the gathering of approval of Purchase Orders for future replacement parts investments, Credit Memos for write-offs and allocation of Sales Invoices

Tourist Guide / Administrator at Hacienda Baru (2004-10 – 2006-03)

• Guided tourists through the trails, zip lines (canopy) and other ecotours
• Ordered products and maintained finance related to ordering items for the gift shop and income from cabins and tours

Fundamentals and Application of AI – CINDE Costa Rica

AI for Business – Amazon LLC (2024 – 2024)

Product Management for BRM (Books Risk Management) – Amazon LLC (2021 – 2021)

MySQL Basics || Data Analytics – Amazon LLC (2020 – 2020)

Bachelor's Degree in English Teaching – Universidad Latina (2003 – 2006)

Tecnico Medio in Electromecanica – Instituto Nacional de Aprendizaje (1999 – 2000)