Ailyn Narciso Roda
Dumaguete, Province Of Negros Oriental
Summary
Detail-oriented and adept at making critical decisions and managing deadlines. I possess expertise in analysis and quantitative problem-solving skills, dedicated to fostering company growth and improvements. I excel in managing accounts, optimizing catalogs, and creating impactful listings. My expertise lies in enhancing product visibility, driving sales, and ensuring a seamless customer experience on the Amazon platform.
Overview
14
14
years of professional experience
Work History
AMAZON ACCOUNT MANAGER
CROCS
01.2021 - 03.2025
- Managing Amazon Seller and Vendor Central accounts.
- Optimizing and troubleshooting Amazon listings.
- Monitoring and maintaining Seller Central accounts daily.
- Shopify and Tiktok customer service
- Creating and managing shipping plans.
- Resolving variation issues.
- Developing Standard Operating Procedures (SOPs).
- Crafting Brand Stories, creating A+ content, and managing promotions (coupons, lightning deals).
- Expertise in flat-file management.
- Resolving listing issues (stranded inventory, pricing errors, approvals, voice of the customer, negative feedback and any account health issues).
- Updating product catalog and adding new listings via flat files.
- Monitoring and maintaining Account Health.
- Handling reimbursements for lost, damaged, or incorrectly billed units.
- Providing customer support and managing inventory.
- Submitting cases to Amazon Seller Support as needed.
- Conducting keyword research using Helium 10 Cerebro.
- Serving as the primary contact for client accounts and issue resolution.
AMAZON FLAT-FILE SPECIALIST
3BG LLC
07.2021 - 09.2022
- Expert in /at-4le management
- Creating /at 4les and uploading them to Amazon Seller Central to add new product(s) to the platform, either manually or via /at 4les
- Ensuring the accuracy of products uploaded on Amazon platforms and confirming that all optimizations comply with Amazon rules
- Advising external clients on /at-4le-related questions and issues
- Delivering high-quality services while adhering to strict deadlines
- Crafting product titles, bullet points, product descriptions, and backend keywords
QUALITY ASSURANCE ANALYST
Teleperformance
08.2020 - 01.2021
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Preparing and implementing quality assurance policies and procedures
- Performing routine inspections and quality tests
- Identifying and resolving workflow and production issues
- Used coordination and planning skills to achieve results according to schedule
- Conducted research, gathered information from multiple sources and presented results
- Carried out day-to-day duties accurately and efficiently
AMAZON SELLER SUPPORT COACH
Teleperformance
01.2019 - 08.2020
- Manage the team as a sub-supervisorK coach
- Prepared a variety of different written communications, reports, and documents
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Worked within applicable standards, policies, and regulatory guidelines to promote a safe working environment
- Used Microsoft Word and other software tools to create documents and other communications
- Participated in team-building activities to enhance working relationships
AMAZON SELLER SUPPORT
Teleperformance
07.2017 - 08.2020
- Provided sellers with accurate information concerning platform policies for sales, database issues, and listing financial accounts
- Clarified customer issues and determined the root cause of problems to resolve product or service complaints
- Updated account information to maintain customer records
- Collected and analyzed customer information to prepare product or service reports
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Offered advice and assistance to customers, paying attention to special needs or wants
TECHNICAL SUPPORT REPRESENTATIVE
Concentrix
04.2016 - 05.2016
- Provided Tier 1 IT support to non-technical internal users through desk-side support services
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Documented support interactions for future reference
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Used ticketing systems to manage and process support actions and requests
CUSTOMER SERVICE REPRESENTATIVE
Qualfon Inc
07.2013 - 12.2013
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Clarified customer issues and determined the root cause of problems to resolve product or service complaints
- Updated account information to maintain customer records
DATA TECHNICIAN
SPI Global
06.2011 - 11.2012
- Kept optimal quality levels to prevent critical errors and support team performance targets
- Corrected data entry errors to prevent duplication or data degradation
- Accurately handled data entry for clients into company-based software
- Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues, and improving them
- Added documents to file records and created new records to support filing needs
- Participated in continuous improvement by generating suggestions, and engaging in problem-solving activities to support teamwork
Education
Associate in Computer Technology -
La Consolaction College
Bais City, Province Of Negros Oriental, Philippines04-2010
Skills
- Quality Assurance
- Account Management
- Catalog Management
- Amazon Web Services
- Customer Support
- Collaboration
- Sales
- Data Entry
- Planning
- Communications
- Performance Improvement
- Customer Service
- Microsoft Office Tools
Languages
Filipino
English
Timeline
AMAZON FLAT-FILE SPECIALIST
3BG LLC
07.2021 - 09.2022
AMAZON ACCOUNT MANAGER
CROCS
01.2021 - 03.2025
QUALITY ASSURANCE ANALYST
Teleperformance
08.2020 - 01.2021
AMAZON SELLER SUPPORT COACH
Teleperformance
01.2019 - 08.2020
AMAZON SELLER SUPPORT
Teleperformance
07.2017 - 08.2020
TECHNICAL SUPPORT REPRESENTATIVE
Concentrix
04.2016 - 05.2016
CUSTOMER SERVICE REPRESENTATIVE
Qualfon Inc
07.2013 - 12.2013
DATA TECHNICIAN
SPI Global
06.2011 - 11.2012
Associate in Computer Technology -
La Consolaction College
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