Manages success of a world wide operations program, including internal and external customers . The program reduces friction and provides support through the customer journey with respect to their interactions with Amazon. As the single threaded leader for all customer experience metrics, Negative response rate and customer perfect pass, measuring and quantifies the customer experience at each required process step or interaction with the world wide Amazon operations team. The end goal is to drive a change management, adoption and customer experience for all Amazon Corporate Account Payable customers.High impacts:✔Elevated Customer Experience Metrics: Spearheaded initiatives leading to a 22 basis point reduction in rejection rates and a 17.44% decrease in post-invoice payee contact, driving significant improvements across four of six process steps in 2024.✔Exceeded CPP Targets: Successfully managed a world-wide operational program that achieved a CPP metric of 78.33% (May TTM), surpassing forecast by 134 basis points and December 2023 metrics by 46 basis points, contributing to five major initiatives that enhanced customer satisfaction.✔Achieved NRR Reduction Goals: Delivered a 219 basis point reduction in TTM NRR by May 2024, with a projected 30.55% decrease in Tax NRR by year-end, surpassing targets through strategic coaching, resource allocation, and process optimization.✔Streamlined Change Management Processes: Developed and implemented a comprehensive change management playbook utilized across Retail, BP, and PMO, resulting in a 6% reduction in BR cases' contact rate and significant time savings, including 1,450 hours saved monthly through a new mass communication strategy.✔Enhanced Global Adoption of EI: Despite limited resources, drove WW EI adoption from 88.52% (Dec '23) to 89.37% (May '24), with strategic initiatives projected to increase engagement by 15% in Q3'24, focusing on overcoming regional challenges and enhancing data collection processes.

Manages overall aspects of the Customer Perfect Pass program and its operational success. The Customer Perfect Pass program measures the customer journey with respect to their interactions with Amazon. The metric measures and quantifies the customer experience at each required process step or interaction with Amazon. The end goal is to drive a customer experience without any friction or Amazon intervention.High impacts:✔ As single threaded leader for the Amazon Finance & Global Business Services customer perfect pass metric I implemented a survey to customers after 1st payment from Amazon. The survey results show customers can have a ‘Perfect Pass’ but still have a negative experience, the survey is a mechanism to get anecdotal feedback the metrics don't show and deep dive areas of causing contacts/friction. Feedback is presented to stakeholders monthly to discuss possible solutions or risks. ✔ I grew electronic invoicing 226 bps TTM. Working to continually review processes looking for opportunities to improve collection of data, understand vendor objections and build targeted strategies I conducted a global deep dive of manual invoicing payees who said they are ‘not interested in EI’ the impact was 24.04% adoption. Additionally, I built and implemented a 3 pronged global mass communication strategy to help drive adoption. 14.1% adoption. showing a 6.41% decrease in manual invoices globally (2.12 FTE savings YoY). ✔ Led the launch of a new expense management system for all 1.25 million Amazon employees. Established a communication plan, provided marketing value material, employee training, support and escalation path to ensure a smooth transition for employee expense reimbursement.✔ Created and implemented a prioritization dashboard and operational plan for Invoice rejections and cancellation which decreased 28.32% and 24.79% respectively. This freed up ~498 hours per month (3.11 FTE savings) , while total invoices ingested increased 10.92%

Focused on driving platform adoption, running programs, and ensuring success at scale. Responsible for working with program managers, support center teams, and business partnership to build and execute adoption strategies for new technology or processes being launched as part of a single-threaded team focusing on Finance Operations (Accounts Payable, Accounts Receivable, Procurement) and the customer experience. Oversees a program with a goal to continually delight customers through new and improved self-service tools, increased transparency, and ease of doing business with Amazon through continuous feedback and communication.High impacts:✔ Implemented new adoption process for IN, LATAM, BTS, APAC and NA, aligning customer communication with PO creation which provided proactive adoption rate increase of 14% world-wide. ✔ Developed and implemented a new global adoption tracking mechanism for Finance & Global Business Services teams to drive strategic adoption in NA, EMEA, and APAC regions while owning analysis and driving adoption improvements. ✔ Created global electronic invoicing launch plan and ongoing adoption guide to be used in cross country launches. Exceeded global EI adoption goals showing a 11.3% increase.✔Led invoicing adoption summit for the Philippian and India communication support centers to discuss adoption strategies and methodology. Adoption growth increased by +12.2% in the following 6 months.✔Researched new customer invoice submission trends. Conducted 25 payee interviews, usability studies and created new setup process to address customer feedback.

Managed overall aspects of program and operational success including increasing revenue, increasing customer satisfaction, and reducing operational costs. Directed project planning and management of a large proactive service program, drove account management, go to market material and service delivery, conducted performance reviews, generated ad-hoc reports, and monitored ongoing marketing project optimization. Oversaw all phases of project portfolios from concept to implementation including scope, risk assessment, comparative analysis, marketing delivery, performance evaluation, and executable business improvement initiatives. High Impacts: ✔ Led 14 account managers to deliver $20+ million in annual revenue.✔ Boosted team revenue by 20% within 8 months’ by defining, training, and coaching on upsell strategies.✔ Assessed market opportunities, developed strategies, and presented product marketing plans to senior leadership. ✔ Established and monitored clear, measurable KPIs and customer service standards for the team.✔ Improved customer service by studying customer service trends, monitoring calls, and evaluating metrics.✔ Facilitated ongoing risk mitigation strategies and resolutions to ensure project initiatives were in line with corporate goals. ✔ Pro-actively worked with cross-departmental teams to identify opportunities to improve team efficiencies and achieve desired results in SEO teaming, the financial billing process, and business intelligence (BI) solutions. ✔ Created a new process to evaluate customer satisfaction, locate revenue opportunities, reduce account cancellations, and improve client expectations. ✔ Wrote and conducted 14 annual performance reviews. ✔ Conducted continuous training with account managers to ensure knowledge alignment with new product and program launches, process, systems, and tools.

Provided leadership expertise and developed efficiency programs for VIP clients, such as Chevrolet, Buick, GMC, and Cadillac while simultaneously directing cross-functional teams to execute process and procedural standards to all client-facing service divisions. Acted as a Subject Matter Expert (SME) and resource for associates on creative solutions and operational efficiencies.High Impacts: ✔ Promoted from Senior Account Manager to Team Lead within 12 months due to exceptional ratings and client testimonials.✔ Mentored 12+ account managers in the Digital Marketing Team to improve productivity and increase service levels.✔ Managed 20 accounts and $1.5+ million in annual revenue.✔ Generated 5 new accounts and 7 actionable upsell submissions valued at $153k in additional revenue. ✔ Boosted customer engagement from 33% to 62%. ✔ Designed and created a process to gather reliable data to drive client satisfaction and revenues and prevent account cancellations. ✔ Made recommendations on strategic customer service initiatives, resulting in a new work flow template and standardized account management strategies.✔ Created and implemented new and improved methods for tracking customer requests, complaints, and inquiries.

Designed digital marketing strategies and mentored account managers to implement advertising and marketing campaigns focused on Search Engine Optimization (SEO), digital & website display, paid search, and KPI performance that aligned with client objectives for growth, profitability, and competitive market positioning. High Impacts: ✔ Promoted from Account Manager to Senior Account Manager within 20 months.✔ Managed 40 accounts and $2+ million in annual revenue.✔ Boosted revenue goals by 20% within 12 months. ✔ Managed a $1.5M book of business in direct annual revenues. ✔ Optimized digital advertising campaigns and client relationships. ✔ Scaled campaign budget by $22k through the implementation of advanced analytics and brand awareness positioning.✔ Initiated account analytics and proposed website optimizations to execute the application and acquisition campaigns for product adoption and budget changes to drive revenues and account ROI. ✔ Contributed to sales pitches and training programs for divisional new hires.

Directed creative, interactive, and management of 120 e-commerce accounts, including execution of promotional efforts. Leveraged and established relationships with customers and prospects through personal visits, emails, and calls. High Impacts: ✔ Generated 120+ new clients/contracts; negotiated wholesale product pricing and upsold advertising opportunities. ✔ Launched 100+ brands to the websites; drove an increase in overall sales and surpassed the sales margin goal. ✔ Efficiently negotiated $360k in savings with top luxury furniture companies at National Trade shows. ✔ Partnered with the Development Team to create tactical plans to increase revenue and promote proper brand positioning.