Sebastián Flores Gutiérrez Sr. Issue Assistance Associate

Supervisor Customer Support

MOURI Tech

Apr 2025 - Current (1 year 7 months)

Supervise and develop customer service specialists, providing training, coaching,
performance feedback, and workload prioritization while overseeing daily operations and
escalations.
Lead performance reviews, manage schedules and attendance, and reports on KPIs;
actively participate in cross-functional meetings and continuous improvement projects to
support business growth and operational excellence.

Issue Assistance Specialist

Amazon

Dec 2023 - May 2025 (1 year 6 months)

● Managed complex seller and customer-facing operational escalations, ensuring timely resolution while maintaining compliance with Amazon policies and service-level agreements.
● Investigated high-priority Account Health, catalog, listing, brand compliance, and Restricted Products cases using root cause analysis and policy interpretation.
● Supported Amazon Seller Central operations, including listing troubleshooting, flat file investigations, product variations, bundles, catalog corrections, and marketplace compliance.
● Assisted with FBA-related investigations involving inventory discrepancies, stranded inventory, fulfillment issues, and operational exceptions.
● Drafted and reviewed seller appeals and Plans of Action

Sr. Issue Assistance Associate

Amazon

Feb 2022 - Dec 2023 (1 year 11 months)

Assist Amazon’s sellers to have they products live on the website and compliant with all laws and Amazon’s policy.

DART (escalation specialist)

Amazon

Nov 2021 - Feb 2022 (4 months)

Managed escalations from upset customers and deescalate them

Customer Service Agent

Amazon

Oct 2020 - Nov 2021 (1 year 2 months)

Customer Service agent for North America in english and spanish

Sebastián Flores Gutiérrez

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Sebastián Flores Gutiérrez

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Behavioral traits