Crisnie Ann Cleope

Amazon FBA & MFN Reimbursement Specialist (All Amazon Processes)

Experienced in handling end-to-end Amazon account operations with a strong focus on FBA and MFN reimbursement processes. Skilled at managing Seller Central, ensuring accurate reconciliation of inventory, and securing reimbursements for lost, damaged, or mismanaged units. Proficient in monitoring account health, resolving performance notifications, and maintaining compliance with Amazon policies. Adept at processing orders, shipments, returns, and refunds while providing excellent customer service. Capable of managing product listings, optimizing keywords, and conducting market research to improve sales performance.

Key Responsibilities:

Manage and monitor FBA & MFN orders, shipments, and returns.

File and track reimbursement claims for lost, damaged, or incorrect inventory.

Conduct regular inventory reconciliation and reporting.

Handle customer inquiries, returns, and refunds to maintain satisfaction.

Create, edit, and optimize product listings with SEO-driven content.

Ensure account compliance with Amazon policies and resolve case escalations.

Prepare and analyze sales, reimbursement, and inventory reports.

Assist in competitor and market research to support business growth.

Customer Service Representative & Quality Assurance Specialist

Provided frontline support to beneficiaries and healthcare providers, addressing claims, benefits, and policy inquiries with accuracy and empathy. Skilled in handling escalated issues, resolving concerns, and maintaining high levels of customer satisfaction. Conducted quality assurance reviews to evaluate call performance, focusing on NPS (Net Promoter Score), customer experience, and detractor recovery. Collaborated with teams to identify process gaps, improve service delivery, and ensure compliance with healthcare policies and regulations.

Key Responsibilities:

Assisted beneficiaries and providers with claims, benefits, and eligibility inquiries.

Delivered accurate resolutions for billing, claims status, and coverage issues.

Handled escalated cases with professionalism, reducing detractors and improving NPS.

Conducted call monitoring and quality reviews to assess service delivery.

Provided coaching and feedback to enhance representative performance.

Ensured compliance with HIPAA, company policies, and healthcare regulations.

Analyzed quality reports to identify trends and recommend improvements.

Job description for Technical support representative of Optus mobile phone, Email. dongle, DSL for a year

Technical Support Representative – Optus

Delivered front-line technical assistance to customers for mobile phones, email, internet dongles, and DSL services. Handled troubleshooting, configuration, and service restoration while ensuring excellent customer experience. Guided users through step-by-step solutions, resolved connectivity issues, and coordinated with higher-level support when necessary. Consistently achieved service-level targets by balancing technical expertise with strong communication and problem-solving skills.

Key Responsibilities:

Provided technical support for mobile devices, email setup, dongles, and DSL services.

Troubleshot network, connectivity, and configuration issues remotely.

Assisted customers with account setup, service activation, and software updates.

Educated customers on product features, usage, and self-help steps.

Escalated complex cases to advanced support teams while ensuring follow-up.

Maintained accurate records of customer interactions and resolutions.

Met quality and performance metrics, contributing to overall team success.