Senior Customer Success Specialist & Subject Matter Expert | Amazon | QA Leadership | SOP Development | E-Commerce
I'm a Senior Customer Success Specialist and Subject Matter Expert with 5+ years of experience in e-commerce support, Amazon Seller Central operations, and QA leadership. I'm the go-to person for complex cases — the one teams and team leaders rely on for sound judgment, thorough documentation, and high-resolution accuracy.
My expertise covers the full CS spectrum: running structured QA programs, authoring and maintaining SOPs, handling complex FBM escalations and buyer disputes, and ensuring teams stay aligned on platform requirements and internal processes. I understand Amazon deeply — Seller Central, account health, FBM workflows, and Community Guidelines compliance — and I translate that knowledge into clear, actionable guidance.
What I bring to a role:
- Personal QA score consistently above 96%
- 100% QA completion rate on structured weekly review programs
- 95%+ escalation resolution rate on complex, final-tier cases
- SOP authorship and ownership — I write them, keep them current, and proactively close knowledge gaps
- Reliable partner to team leaders: I lead the knowledge so they can lead the people
I'm detail-oriented, genuinely customer-focused, and known for being dependable under pressure. Whether you need a seasoned SME, a QA lead, or a senior CS specialist who can anchor your team's quality standard — I'm ready.
Tools: Amazon Seller Central · Shopify · Gorgias · Asana · Google Workspace · Slack · Canva · Trello
Muntinlupa City, Philippines · Remote · Open to global roles
Verified
