I was the primary business owner for the DSL program in the Northeastern United States and the direct supervisor of 7 regional team managers and 104 frontline Delivery Service Liaisons. My Region covered Kentucky, Ohio, Indiana, Michigan, Pennsylvania, Maryland, New Jersey, and New York. I oversaw the on-site customer experience team (DSL) for 80 of Amazon’s Delivery Stations, ensuring that Amazon’s Customer Experience met our rigorously high standards. In this capacity I served as the departments principal POC and facilitated regular meetings with Amazon Logistics Senior Managers and GM’s. In this capacity I regularly piloted new mechanisms, ensured compliance with security policy, and drove continuous improvement through cost neutrality.I was the business owner for AMXL (Extra Large Deliveries) and GSF3-D (Groceries) for the continental United States and the reporting owner for North America.I was the primary operations POC for Burst and VTM and led their adoption across VCS-USA, VCS-CRI, and VCS-COL impacting 1000 agents while maintaining a clear line of communication with our Program Management team and multinational operations.

I directed training, meetings, 1:1’s, positive feedback, corrective action, communications, hiring & termination, budget, direction, and business goals for a team of 13 Amazon Escalation Specialists while facilitating weekly business meetings for a multinational department with over 90,000 customer interactions a week; in this role I also offered cross support for some 120 Associates across our HBS, DART, and SnR spaces. Finally I offered developmental support and professional guidance to various agents who partner with me in my capacity as chair of the PWD (People with Disabilities) affinity group.I led my teams to be 1st among their peer group in quality to network goal for the 2021 calendar year. Additionally, since June 2021 my teams have been 1st in their peer group in overall metrics leading the next closest team by over 11% (1175bps) in efficiency. I oversaw the onboarding of some 400+ agents, the promotion of 10 supervisors and HR personnel, and the hiring and mentoring some 7 Managers since January of 2020.