Zulma Cortes

• Collaborate with hiring managers and technical teams to understand the specific skills, qualifications, and experience required for technical roles. • Write and refine clear, accurate job descriptions that attract the right candidates. • Utilize various platforms like LinkedIn, job boards, social media, and networking events to find potential candidates. • Develop and maintain a pipeline of qualified candidates for future technical positions. • Conduct initial screenings to assess candidates' technical skills, experience, and cultural fit. • Assess candidates' coding skills, problem-solving abilities, and technical knowledge through tests or coding challenges. • Maintain regular communication with candidates throughout the recruitment process to keep them engaged and informed. • Provide feedback to candidates after interviews, whether they are moving forward in the process or not. • Work closely with hiring managers to align on hiring needs, timelines, and expectations. • Use applicant tracking systems (JobDiva) to manage candidate data and track the progress of recruitment efforts. • Stay informed about the latest trends in the tech industry, including emerging skills, tools, and technologies.

• Answer customer questions via phone, chat, email, or other communication channels. This includes inquiries about orders, products, services, and account management. • Address and resolve customer issues, including order discrepancies, delivery issues, product returns, and refunds. Offer appropriate solutions to ensure customer satisfaction. • Identify when issues need to be escalated to higher-level support or specialized teams. Ensure proper documentation of the case and follow-up until resolution. • Collaborate with other departments, such as logistics, technical support, or product teams, to resolve complex customer issues. • Educate customers about Amazon’s policies, such as shipping, returns, and subscription services like Amazon Prime. • Achieve performance targets, such as response time, resolution time, customer satisfaction scores, and adherence to policies. • Manage and resolve customer complaints in a calm and professional manner. Look for opportunities to turn a negative experience into a positive one. • Use critical thinking to understand the root cause of customer issues and provide effective, long-term solutions.