Page1
Nadine Jasmine Longatte
Technical Account Manager (Seller Support, DE Division) at Amazon.de
nadine.longatte@gmail.c...
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• Support internal and external customers: timely, efficiently, detailed, to provide customer-oriented
assistance. •...
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My outstanding performance and good interpersonal skills were noted by my superiors and six months
after joining Ama...
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"Bias for Action" & "Disagree and Commit". This reflects that the employee consistently shows leadership
qualities. ...
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July 2014 to November 2014
Members:Nadine Jasmine Longatte
This Mentorship was established to support and encourage ...
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Languages
German
English
Skills & Expertise
Time Management
Training
Call Centers
Beauty Industry
Makeup Artistry
Co...
Page7
Nadine Jasmine Longatte
Technical Account Manager (Seller Support, DE Division) at Amazon.de
nadine.longatte@gmail.c...
of 7

Nadine JasmineLongatte

Published on: Mar 3, 2016
Source: www.slideshare.net


Transcripts - Nadine JasmineLongatte

  • 1. Page1 Nadine Jasmine Longatte Technical Account Manager (Seller Support, DE Division) at Amazon.de nadine.longatte@gmail.com Summary I am ambitious and have a great sense of duty, discipline and responsibility. I like to plan things for the long- term well in advance. I have no problem to endure physical and emotional hardships in achieving my long-term goals. I guess you could say, I know what I want, and I am going to strive to get it. Experience Technical Account Manager (Seller Support, DE Division) at Amazon January 2014 - Present (1 year 5 months) I act as the primary interface between Amazon.de and our business partners. I am responsible for providing timely and accurate operational support to Merchants selling on the Amazon platform. We address chronic system issues, provide process improvements, develop internal documentation and contribute to a team environment, all while adhering to service level agreements for phone/Email/Chat cases. This includes setting up clients businesses on the Amazon Platform. Investigating payments, product listings, inventory, orders, storefront, analyzing performance metrics and assessing business reports. Key Role: · Demonstrating effective, clear professional written and oral communication in German and English. · Building Platform and business knowledge to better serve sellers · Demonstrating excellent time- management skills and ability to work independently · Contributing to a positive team environment and proactively aiding team members with difficult contacts as needed. · Maintaining impeccable performance metrics such as quality, productivity, first contact resolution, and attendance. · Actively seeking solutions through logical reasoning and data interpretation skills and identifying trends to appropriate channel including improvement suggestions. · Liaising with other departments such as Customer Service, Merchant Investigations or Payments Teams as required to resolve Seller’s issues and questions Additional Skills In House Training- Effective August 2014 › Specialized support on Brand Registry applications and in Ungating issues › Category Approvals to list products in our gated categories › TAM Level3 - iidp Specialist - trained to resolve high level technical problems related to the Amazon catalog, taking necessary action to improve the information given on the Product Detailpages as well as making changes in category and image issues › Snowball- Support by handling extremely aging cases and able to drive resolution for sellers in a quick and efficient manner. 2 recommendations available upon request Customer Service at Amazon.de and Javari.de at Amazon February 2011 - Present (4 years 4 months)
  • 2. Page2 • Support internal and external customers: timely, efficiently, detailed, to provide customer-oriented assistance. • Support national and international customers in German and English communication per Email, Telephone or Live Chat • Taking responsibility for the development and knowledge of CSA's. • Assistance in the monitoring and reduction of the handling time and contact volumes. • Monitor the productivity of CSA's. • Floor covering to communicate and coordinate. • Proactive communication Freelance Make-Up Artist and Nail Technician at Nadine Longatte- Make-Up Artistry January 2008 - Present (7 years 5 months) I am a qualified Nail Technician and Make-up Artist who studied Nails through Nsi Nail Systems International and Make-up through the Make-Up Issue. Nails- I am qualified in : *Tip Overlays *Sculptured *Acrylic *Gel *Fibre and Silk (I only use Nsi Products) Make-up- I am qualified in: *Beauty *Bridal *Film *Photography *Theatrical *Special Effects *High Fashion and Avant Garde -NSI Nail Systems International Certificate -International Certificate as a qualified Make-up Artist https://www.facebook.com/pages/Nadine- Longatte-Make-Up-Artistry/163520993658283?ref=hl Portfolio: https://www.facebook.com/pages/Nadine- Longatte-Make-Up-Artistry/163520993658283?sk=photos_albums Personal Assistant to Chief Representative Officer/Wealth Manager at Imexbank SA April 2009 - September 2009 (6 months) Representative Office of Imex-bank SA (Ukrainian Bank) Personal Assistant for Chief Representative Officer/Wealth Manager -Certificate of Attendance of workshop “Financial Management for Non-Financial Managers” at the Cape Regional Chamber of Commerce Sales Consultant and Tour Guide (German/English) at The Diamond Works / Tourvest September 2008 - March 2009 (7 months) I was a Sales Consultant and Tour Guide ( Language German/ English) for international tourists, leading them on a 30- 40 minute tour on diamond cutting, jewellery manufacturing as well as the history of diamonds and tanzanite. Certificate in Jewellery and precious stones knowledge Customer Services and Sales Representative (Deutsch/German) at Lufthansa April 2008 - August 2008 (5 months) Lufthansa Global Telesales Making/Amending bookings on a reservation system Providing fare quotes Providing passengers with flight information and similar Demonstrating clear and polite written and oral communication. Providing information on the frequent flyer program etc. - Certificate for completion of Global Amadeus/Guide-Res CASPAR Flight Reservation Training course - Certificate for outperforming and exceeding target at Lufthansa call centre Honors and Awards Customer Service Mentor Thilo Schmiedeknecht | CS Manager Team September 2011
  • 3. Page3 My outstanding performance and good interpersonal skills were noted by my superiors and six months after joining Amazon in February 2011 I was already asked to assist with the training of the Retail New Hires and subsequently selected as part of the Away Team and sent to Brasov/Romania for 3 weeks to mentor and build up a new team. I worked in the Customer Service Sector until I was promoted to Mentor (Rover) in September 2011. In my function as Mentor I was able to monitor the average handling time, after callwork, individual performance and contacts per hour of the agents and helped them solve problems which they had not previously dealt with, thus improving their skills in handling complex customer queries and improving our metrics. This generally also increased their self-confidence giving them the confidence to tackle problems on their own which in turn increases productivity on the floor. Key Roles: • Keeping abreast of current Amazon.com developments. • Maintaining a high level of accessibility as a general resource for department members. • Maintaining knowledge of Customer Service resources and Tools • Assessing Agents strengths and weaknesses and addressing these via side by side coachings. • Facilitating communication between CS Associates and the management team I left this position when I was promoted to Technical Account Manager within another department in January 2014. Brasov / Romania Away Team for 3 weeks to Mentor Heidemarie Adden October 2011 Due to my excellent performance record I and a colleague were chosen to be part of the Away Team in Brasov / Romania last September to mentor the new Team. We arrived with different expectations of the team and were pleasantly surprised when we were introduced to the team and received such a warm welcome. The Team atmosphere over the whole period never wavered- they were keen to learn, very interested and it gave us a good feeling of belonging, and that we felt really needed and valued. The Group in general was very vibey and positive and pleasant to be with. We did not expect them to articulate in German so well: being Romanian. We held presentations to educate and coached the Team to improve their knowledge and remedy their weaknesses in certain fields. The feedback we received from Tuan Nguyen ( Project Manager ) was outstanding so we were requested by our Cape Town Offices to stay another week to assist further. Upon our return I was asked to provide a Summary/ Feedback on each Agent and the Leadership Team to Tuan Nguyen. He responded with the following: Hello Nadine, many thanks for your feedback about our team and I’m very glad that your overall impression is very positive. We will continuing working with the CSAs in question on an individual basis to help them to improve and of course will maintain and improve the performance of those who already made very good progress. We would like to welcome you again in Brasov, maybe next year, so that you also get an impression once the team is more experience to share best practices. Obviously this would be also a good chance to show you our new floor. Thanks and regards, Tuan Recognition at the Annual Amazon Anniversary Party 2014 Elizna Van Tonder November 2014 "An award given by the Rewards & Recognition committee for being nominated and winning recognition for the second time in one or more of the 14 Leadership Principles which guide us at Amazon. Principle:
  • 4. Page4 "Bias for Action" & "Disagree and Commit". This reflects that the employee consistently shows leadership qualities. Overall feedback from your management team was that you support your team and deliver great value and quality as a peer coach to your colleagues. You were also a top performer in Q3. Official Communication from the Operations Manager that evening: The Rewards and Recognition committee who consists of 10 people did a vote since the beginning of the program until end July 2014 who the overall winners were. You were one of the people who stood out as one of only 13 winners. I was granted with a R1000 Groupon Voucher. I am very proud for winning this award. Top Performer in Q3 Sabine Guvpert October 2014 BEST PERFORMER OVERALL IN Q3 ( FCR/ CPH/ RR/ AHT/ TTR) BEST PERFORMER IN PRR IN Q3 (POSITIVE RESPONSE RATE) BEST PERFORMER IN YRR IN Q3 (YES RESPONSE RATE) The PRR and YRR is based on the feedback provided by the merchants I work with, if they were satisfied with the support provided by myself. Projects Standard Text / Blurb Review Project February 2012 to Present Members:Nadine Jasmine Longatte Due to my good writing and translation skills I was chosen to participate in a project to improve the quality of English blurbs which are used by German Retail agents. I analyzed the blurbs, categorized areas of improvement, recommended improved blurbs and rewrote blurbs based on the German Context. There were 330 Blurbs that were transcribed , translated, and implemented into our knowledge base by our Customer Service Integration Team abroad. Brasov / Romania Away Team October 2011 to Present Members:Nadine Jasmine Longatte, Julian Biermann Due to my excellent performance record I and a colleague were chosen to be part of the Away Team in Brasov / Romania in September 2011 to mentor the new Team. Kaizen: Data Mining for Non German Buyers July 2012 to Present Members:Nadine Jasmine Longatte A Kaizen is the practice of continuous improvement. We wanted to find out what % of our non-German clients struggle to understand our German website and German emails/ calls from the associates. We also wanted to find out what the specific contact drivers were so that we could understand what questions arise and where processes can improve. To understand the background and the customer's perspective, we started with data mining. Thereafter we created a power point presentation on our findings and the solutions that we propose and forwarded this to upper management for review. Amazon Mentorship
  • 5. Page5 July 2014 to November 2014 Members:Nadine Jasmine Longatte This Mentorship was established to support and encourage employee growth, provide opportunities for skill building, facilitate cross-organizational understanding and improve social networks inside of Amazon. I spent 20 hours a week mentoring the Team and the other 20 hours resuming with my own daily tasks. Personal Benefits: I could increase my mentoring skills, which could be used in numerous personal and professional areas of my life. I gained tremendous satisfaction from contributing to the development of capable individuals Benefits for Amazon and Employees: I could increase their professional network I could pass on my experience I could demonstrate their ability to recognize and develop talent They would receive personalized feedback and encouragement for areas of development They could Acquire and improve their knowledge, skill and attitude I could teach them to save time by learning shortcuts and strategies that normally take months of trial and error to obtain Feedback from my Leadership Team: Her product knowledge, technical skills and association with her team members is commendable. Especially her willingness and ability to help and support her team member’s (new hires and tenured associates) as a mentor is exemplary. The feedback we received from the team is that her Andon Cord support is very efficient and very high in quality. The team is trusting Nadine’s knowledge and relying on her in any way. Mentoring the Newhires August 2014 to Present Members:Nadine Jasmine Longatte I was asked to assist in mentoring the New Hires for 3 weeks who just begun officially, supporting them, easing them into the workplace and helping with subject matters not covered in their training. Feedback Newhires: - Very quick in resolving cases/questions - New Hires loved her positive attitude, in depth annotations and found them really motivating - She constantly checked up on the agents Feedback Supervisor: - Nadine is really efficient when resolving cases - One can always depend on Nadine to have your back and to support you in a tough situation. - Nadine has the courage to stand up for herself and to disagree/ challenges something when she feels that something is injustice or does not make any sense Leadership Principles - Disagree and Commit - Earn the trust of Others - Deliver Results Area of Opportunity: The annotations that Nadine leaves in cases might be a little difficult to understand for some agents with little experience. TTR Mining May 2015 to Present Members:Nadine Jasmine Longatte I was asked to analyze several reports where there were service level misses regarding our incoming contact volume and to write a report for each of these misses; what happened that these were handled out of service level, how it could have been avoided, process improvement as well as coaching the Team to follow escalation processes to reduce number of aged contacts. This allowed me to gain deeper analytical understanding.
  • 6. Page6 Languages German English Skills & Expertise Time Management Training Call Centers Beauty Industry Makeup Artistry Cosmetics German Customer Experience E-commerce Customer Satisfaction Customer Service Negotiation Marketing Sales Team Leadership Education Varsity College Bachelor's degree, Psychology and Criminology, 2007 - 2008 Abbott's College Milnerton Matric, 2006 - 2006 Grade: Grade 12 Activities and Societies: English 1st language HG, Afrikaans 2nd language HG, Accountancy HG, Computer studies HG, Business Economics HG, History, Art, Arts and Culture Table View High School Secondary Education, 2002 - 2005 Grade: Grade 8 - 11 Activities and Societies: English 1st language HG, Afrikaans 2nd language HG, Accountancy HG, Computer studies HG, Business Economics HG, History, Art, Arts and Culture Deutsche Schule Kapstadt Primary Education, 1995 - 2001 Grade: Grade 1 - 7 Activities and Societies: German, English, French, Maths, Biology, History, Geography, Accounting, Afrikaans, Drama and Art (all subjects taught in German) Interests Horse riding, bike riding, quad biking, reading and outdoor activities
  • 7. Page7 Nadine Jasmine Longatte Technical Account Manager (Seller Support, DE Division) at Amazon.de nadine.longatte@gmail.com 2 people have recommended Nadine Jasmine "Nadine is a top performer within our team and actively contributes to our growing teams' dynamic and culture. Coming in during the iteration phase of our internal start-up, Nadine was quick to adapt and step up to make sure the processes that would later settled into standard work were right for our business. She consistently pushes the team (sometimes managing upwards) to ensure that we deliver excellence, which is admired and highly appreciated. We are absolutely thrilled to have her on our team and look forward to watching her grow further within Amazon!" — David Keys, managed Nadine Jasmine indirectly "Nadine overcomes adversity and obstacles daily. Always focused and hard working. Self motivation and achievement comes naturally for Nadine. I have no doubt she will succeed in which ever environment shes placed in" — Niyaaz Adonis, Technical Account Manager, Amazon, worked with Nadine Jasmine at Amazon.de Contact Nadine Jasmine on LinkedIn

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