Gregory Wayne Smith Jimenez

Results-driven professional with experience in customer case resolution, affiliate support, and issue escalation. Strong analytical skills, recognized for high productivity and quality. Bilingual in Spanish and English.

Affiliate & Influencer Program Support at Amazon (2024-08 – Present)

Provide support and guidance to customers and participants in the Amazon Affiliate & Influencer Program

• Guide customers interested in joining the Amazon Affiliate & Influencer Program
• Provide participants with guidance on tools, compliance requirements, and operational processes
• Investigate payment-related issues and create escalation tickets to ensure timely resolution
• Support participants in understanding policy guidelines to prevent account risks or payment delays

HBS Customer Service Associate at Amazon (2022-07 – 2024-08)

Resolve complex customer cases and provide guidance to team members on handling difficult contacts

• Resolve complex customer cases while maintaining strict confidentiality and compliance with Amazon policies
• Analyze account histories and transaction patterns to determine appropriate resolutions
• Provide guidance and feedback to team members on handling difficult contacts and escalations
• Recognized as Top Performer for exceeding productivity and quality benchmarks
• Support resolution of high-impact customer issues across phone and email channels

HBS Resolution Specialist at Amazon (2022-08 – 2023-02)

Specialist role focused on resolution of customer cases and escalations

Consumer Support Retail Generalist at Amazon (2021-10 – 2022-05)

Investigate escalated cases and assist customers with order, account, and transactional concerns

• Investigated escalated cases and identified systemic issues requiring cross-functional escalation
• Created detailed tickets to report process variances and system defects
• Operated in a fast-paced, high-risk environment requiring strong judgment and decision-making
• Maintained updated knowledge of Amazon policies, tools, and operational procedures
• Assisted customers with order, account, and transactional concerns
• Ensured compliance with security and data protection standards

Degree in Physical Education in Physical Education – Universidad Florencio del Castillo (2017-01 – 2022-01)

Bachelor's Degree in Physical Education Teaching in Physical Education Teaching – Universidad Florencio del Castillo (2014-01 – 2017-01)

High School Diploma – Liceo Unesco (2006-01 – 2012-01)