Martina Lackova

Operations and Customer Experience Specialist with 10+ years of experience in Amazon's international environment. Skilled in process improvement, quality assurance, customer support operations, stakeholder management, root cause analysis, SOP development, testing, and training. Proven track record of identifying operational inefficiencies, improving workflows, reducing support volume, and collaborating with technical and product teams to enhance customer experience and operational performance.

Customer Experience & Operations Specialist at Amazon (2020-01 – Present)

• Conduct regular quality reviews of support tickets to ensure accuracy, tone, and adherence to guidelines
• Act as a key point of contact for customer experience-related issues, supporting team members with complex cases and ensuring consistent resolution quality
• Analyzed monthly operational reports to identify trends, recurring issues, root causes, and process gaps, using data-driven insights to inform operational decisions and prioritize improvement opportunities
• Own and maintain SOPs, operational documentation, knowledge repositories, and process guidance materials to ensure consistency and compliance
• Coordinate with cross-functional stakeholders, including technical, product, and operational teams, to resolve issues, improve processes, and support operational execution
• Perform end-to-end testing of new features, identifying defects and ensuring smooth implementation from an operational perspective
• Developed customer-facing and internal documentation that improved information clarity and reduced support demand
• Participate in cross-functional initiatives, representing operations and customer experience perspectives
• Eliminated a deprecated process generating approximately 50 support cases per day, reducing workload equivalent to ~2 FTE annually
• Conducted operational testing and validation of new features, identifying defects and supporting successful production releases
• Supported onboarding of new team members by providing training, process guidance, and knowledge transfer to ensure successful integration and operational readiness
• Partnered with technical and product teams to resolve operational issues and improve customer experience across EU operations

Accountant at Clarios (2019-11 – 2020-07)

• Processed and reviewed employee expense reports, ensuring compliance with company policies and financial controls
• Investigated discrepancies and collaborated with international stakeholders to resolve issues efficiently
• Performed data validation, corrections, and approvals while maintaining accuracy and service quality standards
• Provided guidance to colleagues regarding expense management processes and policy requirements

Seller Support Specialist at Amazon (2011-10 – 2019-11)

• Delivered high-volume support to Amazon sellers across European marketplaces via phone and email
• Investigated complex account and operational issues, identifying root causes and ensuring accurate, timely resolution
• Managed escalations and sensitive cases while maintaining service levels and customer satisfaction
• Partnered with technical teams to resolve system-related issues affecting seller operations
• Supported onboarding and coaching of new team members, sharing process knowledge and best practices
• Delivered training and knowledge-transfer sessions for newly established international teams, including South Africa

Bachelor's Degree in Mass Communication / Media Studies – University of Ss. Cyril and Methodius in Trnava (2011-01 – 2014-12)