1. Marcy Dehnert marcydehnert79@gmail.com
Work
experience
Amazon.com LLC
01/2015 – Present
Digital Specialist Customer Service Agent II
My role was to provide outstanding customer and technical support for Amazon.com customers in regards to digital
and other technical products via phone and email. Provide account and application support to customers, specifically
with regards to software functionality and troubleshooting of system configuration. Provide prompt, friendly, efficient,
detailed, and helpful service to Amazon.com customers. Act as an advocate for our customer, reporting and acting on
observed areas for improvement. Actively seek solutions to customer needs and identify trends to appropriate
personnel, including possible solutions or suggestions.
Amazon.com LLC
07/2014 – 01/2015
Phone Retail Customer Service Agent II GB
As a retail customer service agent my role was to solve problems, answer questions and resolve customer concerns. I
assisted customers in expediting orders, correcting post-sale problems, site navigation and product inquiries. I utilized a
variety of software tools to navigate customer accounts, research and review policies and communicate effective
solutions in a fun, and fast paced environment.
Amazon.com LLC
07/2013 – 01/2014
Phone Customer Service Agent Retail/Kindle Tier II GB
During this session as a customer service agent I have had the opportunity to experience the updated
retail generalist role that also includes Kindle Tier 1 support and most recently join the Kindle Tier 2 work
group. In addition to providing outstanding customer service for accounts and retail orders I have
challenged myself to provide technical assistance related to Kindle devices and digital orders. This fun
and fast-paced position requires an action-oriented, technically competent, and flexible problem-solver
with excellent communication skills.
09/2012 – 02/2013
Chat & Phone Retail Customer Service Agent II GB
As a retail customer service agent my role was to solve problems, answer questions and resolve customer concerns. I
assisted customers in expediting orders, correcting post-sale problems, site navigation and product inquiries. I utilized a
variety of software tools to navigate customer accounts, research and review policies and communicate effective
solutions in a fun, and fast paced environment.
Classmates Online, Inc
09/2004 – 11/2010
Email Marketing Manager/Coordinator
As an Email Marketing Manager/Coordinator I managed the development and execution of email
marketing campaigns, including new feature notifications, segmented lifecycle campaigns, newsletter &
triggered emails. I was responsible for writing effective creative briefs that included campaign objectives
and strategic messaging and worked with our internal creative services to formulate compelling copy and
design that ensured successful results. These roles required strong project management skills, including
the ability to organize projects from beginning to end and coordinating many moving parts with teams on
different time schedules (Marketing, Creative Services, Legal and IT).
Market Research Analyst
As a Market Researcher I managed primary and secondary research projects for a rapidly growing online
company. This position worked closely with marketing and business development teams to help identify

2. critical business issues, determine relevant market information, select appropriate research
methodologies, develop research instruments, and provide actionable recommendations. I was
responsible for producing and maintaining market and competitive information that enabled the Company
to anticipate and respond to customer demand, competitor actions and environmental changes. Main
responsibilities included conducting quantitative and qualitative research, interpreting results and
reporting findings.
Member Care Representative
As a Member Care Representative I was responsible for offering solutions for all member-related issues
and concerns while balancing the pressure of high-volume productivity with outstanding quality of work
while ensuring site integrity by adhering to strict data entry quality standards and guidelines. I was also
skilled in troubleshooting members’ networking issues and communicating Classmates member feedback
to appropriate parties for issue resolution.
Exotic Metals Forming Company LLC
6/2001 - 10/2003
Human Resources Assistant / Receptionist
I assisted the HR Manager in handling L&I claims, employee requests, filing, data entry, created internal forms,
formatted forms and other documents for the intranet and helped with other various projects. I was also the
event coordinator, ETC coordinator, emergency transporter, and in charge of employee badges and up keeping.
During the last nine months of my employment my duties shifted to being the full-time receptionist. Most of my
human resource duties remained while in this position. As the receptionist I answered the phone, greeted
customers, processed mail, and helped with accounting and engineering tasks. I also helped out other
departments when in need.
Volt Services Group
3/2000 - 3/2001
Microsoft Support Representative
I answered a multi-line phone system and provided support services that were tailored to the customer that is
calling in for technical assistance. I handled support issues and accounts for home users to companies, and
business professionals. This is was very fast paced work environment that required me to go above and beyond
customer expectations and make quick business decisions that are in the best interest of both the customer and
Microsoft. This job also required that I stay up to date with current technologies and policy changes. To do this, I
attended various training classes that provided information on the latest product releases and resources that
can be utilized in order to deliver the most effective and accurate information to the customers most frequent
and known issues.
Education
AA Degree
3/2000
Green River Community College
12401 SE 320th
Street Auburn, WA 98092
High School Diploma
6/1997
Auburn Riverside High School
501 Oravetz Road Auburn, WA 98092
Certificate
s Received
Supervisor Certificate Program
3/2002
Green River Community College
12401 SE 320th
Street Auburn, WA 98092
Employee Transportation Coordinator Training
4/2002

3. WSDOT Public Transportation & Commute Options Office
310 Maple Park Ave. Olympia, WA 98504
Excel & Word Level II
5/2002 & 8/2002
Washington Employer’s Group
24437 Russell Road Kent, WA 98032
Volunteer
Work
Seattle Humane Society
2006 – 2009
Sumner/Puyallup Animal Control
5/2004 – 10/2004