Claudio Basso

Operations Manager, Amazon D2as (Devices, Digital & Alexa Support) @Amazon

Roma, IT

People Management• Lead the global D2AS Forums moderation team (60 heads in between Moderators, Leads and Managers based in Costa Rica, Japan, Italy, India and the United States); responsible for the performance of the team• Ability to set the vision and culture of the team by handling individual and team performance expectations and goals• Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employees; and effective conflict resolution• Handle the career growth and development of the team• Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departmentsOperations and Project Management• Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team• Drive creation of staffing plans, schedules, quality initiatives, and process change initiatives• Participate in business leadership meetings, helping to develop and drive strategies and programs • Works to build and maintain customer trust• Solving complex customer support issues and proactively heading off negative service trends• Identifying and eliminating root cause barriers to accuracy, productivity, and quality• Understanding and correctly utilising resources provided by internal systems, departments, policies, and procedures• Developing and achieving performance goals and objectives to achieve customer support expectations