Alejandro Estrada

Leading daily conferences with delivery service providers regarding on-road and in-station issues, and finding resolutions to them. Have created lasting processes that benefit operations Frequent POC for Delivery Station Liaisons and Customer Service associates with issues related to customer obsession

Shift Assistant at Amazon (2016-07 – Present)

• Leading daily conferences with delivery service providers regarding on-road and in-station issues, and finding resolutions to them.
• Have created lasting processes that benefit operations
• Frequent POC for Delivery Station Liaisons and Customer Service associates with issues related to customer obsession
• The ability to create strong interpersonal relations with third party company employees, which promotes productivity and a positive work environment
• Leading all-hands meetings for associates, as well as drivers, with an emphasis on engagement and interaction
• Highly skilled in training new associates and creating strong bonds to promote learning
• Efficiently debriefing hundreds of delivery associates while maintaining trackers
• Coordinating rescue drivers to struggling routes while accounting for stem time, scheduling, and chaining rescues together
• Responsible for scrubbing COMP and ensuring a proper hand off for the next shift
• Highly skilled in troubleshooting all package scenarios
• Able to effectively sort and dispatch 5,000+ Same Day packages per day
• Comfortable with creating and resolving high severity trouble tickets.
• Able to identify and resolve root causes when confronted with inaccessibility or navigation issues
• Call Compliance and Hand Off reports
• Inventory POC for dispatchers and coworkers regarding malfunctioning equipment

Fulfillment Associate at Amazon (2015-07 – 2016-07)

• Started in Prep Receive which included bagging, stickering and wrapping Amazon products, as well as "water-spidering" for the department
• Moved to the Pallet Receive department before my Learning Curve had ended
• Wrapped and downstacked pallets to be received and transported to Outbound dock
• Top performer in receiving pallets
• Skilled PIT equipment driver specializing in Center Rider, RC Forklift and Clamp Forklift
• Trained spotter in Trailer Dock Release
• Frequent experience in performing Process Guide duties when the need arises
• Responsible for Pallet Receive accounting for up to 26% of Inbound volume
• Experience in removing barriers between employees
• Very attentive to quality and detail as well as Amazon safety and standard work
• Promoted to Shift Assistant in AMZL 7/2016

Loyalty Sales Associate at Alorica (2015-04 – 2015-04)

Resigned due to relocation

• Made outbound calls to select Verizon Wireless customers to invoke personal and contractual loyalty
• Provided exclusive offers and promotions
• Trained to Connect, Discover, Recommend and Close on each call to promote sales

Quality Assurance Representative at Alorica (2014-11 – 2015-03)

Promoted to Loyalty Sales Associate 4/2015.

• Audited and reported trends in call volumes and company goals regarding handle times and promoter scores
• Audited key performance indicators in individual Customer Service Representatives' interactions with customers
• In direct contact with Associate Directors and the Site Director, e-mailing reports of call avoidance and other actionable offenses
• Assisted Team Managers to meet Quality Assurance completion each month
• Provided accurate protocols to prevent our site from failing corporate audits

Customer Service Representative at Alorica (2014-04 – 2014-11)

Promoted to Quality Assurance 11/2014

• Specialized in customer relations to assist customers with their product and service needs.
• Complied with Key Performance Indicators such as adherence, handle time, number of calls answered, and call return
• Developed active listening skills to identify root cause
• Billing expert trained in accurately and efficiently explaining charges and finding options that work best for customers based on need
• Sales experience in recommending phone insurance and other Verizon features such as FamilyBase, International Calling Plans, Global Data, and Cloud Storage
• First tier technical support knowledge in correcting device issues
• Proven expertise in the ability to remain calm and helpful with escalating customers
• Dissuading uncertainty at the end of each call by explaining all changes made to customers' accounts, preventing callbacks

High School Diploma – Godinez Fundamental High School (2015)

B.A. – California State University, Fullerton (2018)