Ronny Vasquez

Customer-focused Contact Center professional with 8+ years of experience at Amazon supporting high-volume, live customer interactions. Proven ability to resolve complex inquiries using empathy, critical thinking, and strong process adherence. Experienced in remote work environments, consistently meeting schedules, SLAs, and performance metrics. Trilingual (English, Spanish, Portuguese) with strong communication, confidentiality, and multitasking skills.

Customer Service & QA Analyst - Amazon - Costa Rica

(2017 - 2025)

• Handled high volumes of live phone, chat, and email contacts in English, Spanish, and Portuguese while meeting quality and productivity targets.
• Resolved complex and sensitive inquiries through real-time problem-solving, documentation review, and appropriate escalation.
• Conducted investigations and data validation while adhering to strict confidentiality and compliance standards.
• Maintained SLA compliance, schedule adherence, and performance metrics in a remote work environment.
• Collaborated with cross-functional teams and provided peer feedback to support service improvements.

Customer Experience & Merchandising Assistant - Italian Supermarket - Calgary, Canada

(2025-09 - 2025-12)

• Delivered customer-focused support using empathetic communication and problem resolution.
• Ensured accurate product presentation, labeling, and inventory checks to meet quality standards.

High School Diploma

Technical Certificate - English for Service Centers