Cats
Mylyn Laureta
Amazon Flex Support Specialist / Customer Service Professional
Pasay City
Summary
Results-driven Customer Service Professional with a strong technical foundation in Information Technology and extensive experience in logistics and operations support. Cross-trained in Flex Onboarding, Offroad Support, and UK Amazon Logistics, ensuring data accuracy and compliance while resolving operational bottlenecks. Expertise in document verification and issue resolution enhances delivery partner activation and customer experience, driving operational efficiency and scalable growth.
Overview
2
2
Certificates
2
2
years of professional experience
Work History
Amazon Flex Support Specialist
Amazon
08.2024 - Current
- Document Verification & Compliance: Audited and validated critical user onboarding documentation, including licenses and insurance records, maintaining 100% adherence to strict platform eligibility criteria and mitigating compliance risks.
- Onboarding & Application Troubleshooting: Resolved complex application errors and systemic onboarding issues, accelerating time-to-activation for delivery partners and improving user satisfaction ratings through clear, effective communication.
- Investigation & Appeals Management: Led Investigation & Appeals Review process; researched offboarded accounts and performance standings to resolve expired documents, failed inspections, or policy violations.
- International Logistics Cross-Training: Cross-trained to support UK Amazon Logistics (AMZL) on-road driver support, adapting to region-specific protocols, delivery success metrics, and unique driver requirements.
- Cross-Functional & Stakeholder Coordination: Acted as the vital operational point of contact between UK Delivery Stations (DS), driver dispatch, and end customers to coordinate delivery re-attempts, directly safeguarding Delivery Station Customer Experience (DS CX) targets.
- Cross-Functional & Stakeholder Coordination: Coordinated between UK Delivery Stations (DS), driver dispatch, and end customers to manage delivery re-attempts, safeguarding Delivery Station Customer Experience (DS CX) targets.
Customer Service Associate
Amazon
08.2023 - 11.2023
- Verified customer credentials and managed high-priority account modifications securely, adhering strictly to enterprise-level data privacy protocols and sensitive information standards.
- Resolved complex account disputes, order logistics issues, and billing discrepancies while managing high-volume inbound retail customer inquiries.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
IT Department Assistant
City Government of Tarlac
12.2019 - 01.2020
- Designed and produced official government employee identification cards using Adobe Photoshop, ensuring visual precision and accurate data alignment.
- Database Records Management: Inputted, updated, and audited sensitive municipal employee directories within the local government database, maintaining rigorous accuracy and structural confidentiality.
- Delivered technical and administrative support in IT department, streamlining workflows and resolving software and hardware issues.
- Handled travel arrangements for department staff, minimizing disruptions by coordinating itineraries efficiently.
- Organized files both physically and electronically, improving document accessibility for all team members.
Education
Bachelor of Information Technology - Network And System Administration
05.2022
Senior High School Diploma - TVL-ICT
05.2020
Skills
On-Road Driver Support
Customer relationship management
Remote support
Ticket management
Customer service
Empathy and patience
Debugging
Network troubleshooting
Data entry
RTS Prevention
Delivery Metrics Management
Geofence Overrides
Flex Onboarding /Off-road Support
Database Records Administration
Data Privacy Protocols (GDPR/PII Audit Compliance)
Investigation & Appeals Review
Document Verification
Risk Assessment
Certification
• Highest PRR (Production Run Rate) - October 2024 (Combined Workgroup)
Interests
Crochet
Computer and Mobile Games
Timeline
Amazon Flex Support Specialist - Amazon
08.2024 - Current
Customer Service Associate - Amazon
08.2023 - 11.2023
IT Department Assistant - City Government of Tarlac
12.2019 - 01.2020
Golden Olympus Colleges - Senior High School Diploma, TVL-ICT
Tarlac State University - Bachelor of Information Technology, Network And System Administration
LINKS
LinkedIn