Génesis Castillo Jiménez

Results-driven Account Manager with over 13 years of experience across B2B account management, sales, financial advisory, HR case management, contract management, and legal counseling. Proven ability to exceed KPIs, manage large-scale seller portfolios of 450–500 accounts annually, and drive revenue growth in high-volume, fast-paced environments. Combines a strong legal background with commercial expertise to deliver strategic value.

Account Manager (B2B) - Amazon

(2023-06 - 2026-04)

• Managed seller portfolios ranging from 16 deep-engagement accounts to 450–500 accounts annually through scalable outreach and strategic account management.
• Recruited new sellers into the Amazon Business program, consistently meeting and exceeding weekly First Appointment KPI targets.
• Drove adoption of key B2B features: Business Pricing (BP), Quantity Discounts (QD), Business Profile, and FBA to maximize seller competitiveness and revenue growth.
• Managed 889 seller certification renewals, ensuring compliance and continuity of account eligibility.
• Increased BDGV (Business Gross Value) coverage through targeted outreach, strategic account planning, and feature enablement.
• Monitored and improved ABFA scores across four pillars: Pricing (IVP), Qualifications, Fulfillment (FBA, SFP, SSA), and Selection/Bulk (Package Hierarchy).
• Tracked key B2B metrics: YTD AB GMS, % AB of Total GMS, BDGV coverage, Business Pricing & QD adoption, and Automated Pricing status.
• Managed Account Health metrics: ODR, LSR, CR, VTR, OTDR, and BHC (Buyer-Seller Contact).
• Conducted weekly performance reviews and business planning sessions with sellers, delivering structured recaps: context, audit findings, actions, and next steps.
• Consistently surpassed weekly KPI targets for First Appointments and BDGV growth, demonstrating strong pipeline management and seller engagement skills.
• Utilized Seller 360 and Redshift to extract and analyze seller performance data for data-driven decision making.
• Collaborated cross-functionally to deliver customized B2B solutions aligned with each seller's growth stage and business objectives.

HR Case Manager - Amazon

(2022-10 - 2023-05)

• Managed a high-volume caseload of Disability and Leave of Absence (DLS/LOA) cases for Amazon employees across the United States.
• Reviewed, evaluated, and approved medical documentation to support leave requests in compliance with FMLA, ADA, and HIPAA regulations.
• Processed and approved employee leave payments, ensuring accuracy, compliance, and timely disbursement.
• Provided detailed guidance to employees on leave policies, eligibility requirements, and procedures throughout the full leave lifecycle.
• Maintained strict confidentiality of sensitive employee medical and personal information per HIPAA and internal Amazon policies.
• Collaborated with internal HR teams to resolve complex cases and drive process improvements.
• Promoted from HR Agent to HR Case Manager in under 3 months, demonstrating exceptional performance and leadership capability.

Sales Representative & Project Coordinator - Edutech de Centroamérica

(2018 - 2022-08)

• Managed sales pipeline and client relationships, contributing to sustained business growth.
• Led end-to-end logistics for the "Spelling Booster" national educational competition across private high schools in Costa Rica.
• Delivered training programs to teammates and customers, improving product knowledge and service quality.
• Supported contract management, creation, and project development initiatives.

Financial & Sales Advisor - Coopemedicos

(2016 - 2017)

• Provided personalized financial advisory services and sales support to members and clients.
• Conducted credit analysis and managed loan approval processes ensuring regulatory compliance.
• Maintained high customer satisfaction through tailored financial guidance.

Customer Service & Sales Representative - Instituto Nacional de Seguros (INS)

(2015 - 2015)

• Delivered customer service and sales support in the insurance sector.
• Assisted clients in selecting appropriate insurance products based on individual needs.

Customer Service & Sales Advisor - BAC Credomatic

(2012 - 2014)

• Provided customer service and sales advisory for banking and credit card products.
• Supported clients in financial product selection and account management.

Licentiate Degree in Law - Law - Universidad Escuela Libre de Derecho (2018)

Bachelor's Degree in Law - Law - Universidad Escuela Libre de Derecho (2012 - 2016)