Особисті дані приховані

SERGEY BORONIN
Amazon Technical & Customer Support Manager
Kharkiv, Ukraine | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») | Telegram: @murkator
SUMMARY
Amazon Technical & Customer Support Manager with 5+ years of experience resolving account, listing, and order issues across US and EU marketplaces. Proven track record of resolving 95% of support cases within SLA using Zendesk, Amazon Messaging, and Amazon Seller Support workflows. Skilled in Account Health management, Voice of the Customer tracking, hijacker removal, and technical troubleshooting — backed by a systems/networking background (TCP/IP, SUN Solaris administration). Comfortable owning issues end-to-end, from first contact through resolution and process improvement.
KEY SKILLS & COMPETENCIES
• Customer & Technical Support: case resolution via Zendesk and Amazon Messaging; issue triage and troubleshooting.
• Account Health & Compliance: AHR monitoring, Policy Violation resolution, Voice of the Customer tracking.
• Order & Inventory Operations: SLA tracking, FBA shipment prep, stranded inventory and reimbursement resolution.
• Brand Protection: hijacker removal via Brand Registry, negative feedback/review removal requests.
• Amazon Seller Central: listing accuracy, inventory management, promotional strategy.
• Tools: Zendesk, Helium 10, Sellerboard, Keepa, SellerSprite, Lingxing OMS, Excel.
• Technical Knowledge: TCP/IP fundamentals, system administration (SUN Solaris).
WORK EXPERIENCE
Amazon Listing Specialist — E-Gate Germany GmbH (Amazon / OTTO / Temu)09/2025 – 03/2026
• Detected and resolved abnormal orders across multiple marketplaces, preventing disruptions to fulfillment workflows.
• Controlled daily shipment deadlines and tracked SLA compliance across Amazon, OTTO, and Temu.
• Coordinated order processing and logistics flow across multiple marketplaces, maintaining operational consistency.
• Prepared and coordinated FBA shipments based on Sales team requests, supporting timely inventory flow.
Account Manager, PL — AmzProfessional (Amazon)09/2023 – 10/2024
• Managed Amazon Seller Support cases, resolving listing and account-related issues.
• Monitored and maintained Account Health Rating (AHR) to ensure compliance with Amazon's performance standards.
• Addressed customer feedback, reviews, and return requests to maintain a positive seller rating.
• Created and optimized product listings, including SEO titles and bullet points, using A/B testing.
• Conducted competitor analysis — Buy Box status, pricing, BSR, and review count — to refine strategy.
• Optimized PPC campaigns, improving ACOS, CTR, ROI, and CVR.
• Grew sales by 16% year-over-year through Amazon's internal optimization tools.
Account Admin — Nextdoor Store (Amazon)04/2022 – 05/2023
• Processed reimbursement claims for lost or damaged inventory.
• Resolved Policy Violations and shipping issues flagged in Performance Notifications.
• Fixed stranded inventory issues to maintain product availability.
• Completed WEEE certification and registration for selling portable radios in the EU marketplace.
• Launched 3 new products across US and EU marketplaces — listings, media content, and PPC campaigns.
• Updated product images and enhanced content: A+ Content, Brand Story, SEO optimization.
• Managed promotional activity, including Prime Discounts, Coupons, and Lightning Deals.
Customer & Technical Support Manager, PL — EASYFEET (Amazon)09/2021 – 01/2022
• Responded to customer inquiries via Amazon Messaging, resolving issues at first contact where possible.
• Tracked Voice of the Customer metrics, including return rates and customer reviews, to flag recurring issues early.
• Managed Account Health, handling support cases end-to-end through issue resolution.
• Removed hijackers via Brand Registry and Public Report options to protect listing integrity.
• Monitored listing changes using Helium 10 and Sellerboard alerts, catching unauthorized edits quickly.
• Ensured accuracy of product information — titles, bullet points, descriptions, A+ content, pricing.
• Submitted eligible removal requests for negative reviews and feedback under Amazon's policies.
• Indexed relevant keywords to improve product visibility.
PERSONAL QUALITIES
• Problem-solving mindset: resolved 95% of account and support issues within SLA.
• Proactive, adaptable, and detail-oriented under time pressure.
• Collaborative team player with a calm, structured approach to escalations.
EDUCATION
Kharkiv Polytechnic Institute — Department of Physical Engineering, Diploma with Honors
Business Study Program — Cincinnati, Ohio, USA
LANGUAGES
Fluent in English.