AILEEN APHAYARAJ
Oxnard
Summary
Results-driven customer service professional dedicated to providing exceptional support and ensuring customer satisfaction. Leveraging strong communication, problem-solving, and interpersonal skills to contribute to a dynamic customer service team and enhance the overall customer experience.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Lead Retail Associate
Amazon CXO-Los Angeles (LOKS)
09.2023 - Current
- Oversee a team of customer service associates, ensuring they meet performance goals, stay motivated, and adhere to Amazon's customer service standards.
- Provide ongoing coaching and feedback to associates, helping them improve their skills and enhance their performance. This includes one on one sessions, training, and offering constructive criticism when needed.
- Create a positive and motivating environment that encourages team members to succeed and maintain high morale, which can directly impact productivity and customer satisfaction.
- Handle complex or escalated customer inquiries related to pickups and returns. This might include disputes over return eligibility, missing items, or problems with delivery and pickup services.
- Effectively manage irate or frustrated customers, using empathy, patience, and strong communications skills to calm the situation and ensure that the customer's issue is addressed in a manner that satisfies both parties.
- Help the team be prepared for periods of increased volume, such as during the holiday season or sales events. This might involve prioritizing certain tasks or increasing team engagement.
- Train new and existing team members on proper procedures for handling pickups and returns, including how to process packages, verify returns, and use Amazon’s internal systems.
- Monitor performance metrics like pickup and return volumes, return processing times, customer satisfaction scores, and any issues or delays in the pickup/returns process. Report performance metrics to the team and senior management.
- Ensure that all pickup and return operations are in compliance with Amazon’s policies and procedures, including safety standards, return policies, and customer service guidelines.
- Monitor the safety of the work environment, ensuring that associates are following proper safety protocols when handling returns or pickups, especially if items are heavy or fragile.
- Gather feedback from both customers and team members to help refine the pickup and return processes. This could include suggestions for new technology, better customer communication, or operational adjustments.
- Ensure the site is fully stocked with all required materials, including signage, packaging supplies, and customer service tools, allowing staff to efficiently handle returns and pickups.
Education
High School Diploma -
Pacifica High School
Oxnard, CA06.2018
Skills
- Strong Leadership
- Customer Service Expertise
- Problem Solving
- Effective Communication
- Data Driven
- Conflict Resolution
- Staff Training and Development
- Time Management
- Attention To Detail
Certification
- Grocery Talent Academy, Amazon - April 2025
Timeline
Lead Retail Associate
Amazon CXO-Los Angeles (LOKS)
09.2023 - Current
High School Diploma -
Pacifica High School
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