Sarah Alhamouri
Customer Service Specialist
Amman
Summary
Results-driven customer service professional with extensive experience at Amazon in customer satisfaction, issue resolution, and team leadership. Skilled in quality assurance, process improvement, and training team members for optimal performance. Strong expertise in machine learning data annotation, financial operations, and large language model (LLM) optimization. Seeking a leadership role in Quality Assurance or Customer Relationship Management to leverage my proven skills in enhancing operational efficiency and delivering superior customer experiences.
Overview
4
4
years of professional experience
Work History
Machine Learning Data Associate
Amazon - Alexa & Digital Services
12.2023 - 12.2024
- Ensured high-quality data labeling across text, audio, and image datasets for Alexa’s machine learning models.
- Evaluated bot answer rankings and improved model performance using expertise in large language models (LLMs).
- Conducted video annotation to identify objects and analyze sentiment, contributing to new Alexa features.
- Designed and tested prompts for LLMs to enhance user interaction outcomes.
Advanced Payments Exceptions Specialist
Amazon
02.2023 - 11.2023
- Processed complex financial transactions, including advanced payment exceptions and subscriptions.
- Handled account change requests, resolving unauthorized changes, billing discrepancies, and payment issues.
- Supported Amazon Home Services (AHS) transactions by coordinating between customers and providers, resolving disputes, and ensuring service quality.
- Maintained data security and integrity by addressing missing information, duplicate charges, and financial discrepancies.
Acting Customer Service Team Manager
Amazon
09.2022 - 02.2023
- Supervised and mentored a team of new and experienced associates, enhancing their performance through targeted training.
- Achieved a 65% conversion rate for new hire batches, the highest in the team, without extension periods.
- Developed and analyzed performance reports, identifying improvement areas through data-driven strategies.
- Conducted SWOT analyses to optimize resource allocation and enhance team productivity.
- Recognized as “Top Team Manager” during the 2022 peak season for exceptional leadership and operational efficiency.
Acting Resolution Specialist
Amazon
01.2022 - 08.2022
- Supported customer service associates by providing real-time solutions to complex customer issues.
- Coached team members to adhere to customer service standards and improve issue resolution techniques.
- Enhanced customer satisfaction scores through efficient conflict resolution and workflow prioritization.
Customer Service Associate
Amazon
07.2020 - 12.2021
- Responded to customer inquiries via calls, chats, and emails, resolving billing, payment, and product-related concerns.
- Trained and mentored new associates as a Subject Matter Expert (SME) to uphold service quality.
- Cross-trained to provide backup support for organizational leadership during peak periods.
Education
Master of Arts - Language Interpretation and Translation
Yarmouk University
Bachelor of Arts - Language Interpretation and Translation
Yarmouk University
Skills
Leadership: Team supervision, mentorship, and performance management
Customer Service: Issue resolution, customer satisfaction, and escalation management
Technical Proficiency: Data labeling, LLM optimization, and payment systems troubleshooting
Analytical Skills: SWOT analysis, data-driven decision-making, and process improvement
Soft Skills: Communication, adaptability, attention to detail, and critical thinking
Timeline
Machine Learning Data Associate
Amazon - Alexa & Digital Services
12.2023 - 12.2024
Advanced Payments Exceptions Specialist
Amazon
02.2023 - 11.2023
Acting Customer Service Team Manager
Amazon
09.2022 - 02.2023
Acting Resolution Specialist
Amazon
01.2022 - 08.2022
Customer Service Associate
Amazon
07.2020 - 12.2021
Master of Arts - Language Interpretation and Translation
Yarmouk University
Bachelor of Arts - Language Interpretation and Translation
Yarmouk University