Ciera C. Email & Phone Number

Seattle, Wa, Us

Seattle, Washington, United States

Seattle, Washington, United States

Managed the Emerging Abuse (Outbound) and Business Expansion Programs for the Concessions Abuse Prevention team under Customer Service.- Owned the strategic planning and execution of the Emerging Abuse Program to proactively detect and mitigate vulnerabilities and novel fraud schemes leading to fraudulent financial losses globally at Amazon- Created and manage the Leakage Program, responsible for the identification and correction of policy and tech gaps globally within the Customer Service policies and technology resulting in over $5M in abusive concessions savings- Drove the Business Expansion Program for the team onboarding unsupported business verticals requiring concessions abuse prevention support such as Amazon Business

Seattle, Washington, United States

Seattle, Washington, United States

- Engaged with local communities and resolved community-impacting issues generated by Amazon Operations through investigation, root cause analysis, solution application, and education/training to prevent recurrence- Owned coordination with Security Service provider to place officers in response to incident or operational disruption- Launched and managed the non-customer escalation path and process, supporting 291 delivery stations (DS) in the US and Canada, and 112 DS in the UK with a team of three, maintaining a first-time-resolution rate of ≥90%- Accountable for the overall program strategy, resource allocation, and management of the roadmap- Provided mentorship and professional development to the Program Managers and drove all team hiring activity

Seattle, Washington, United States

- Created and implemented structure, tools, and standard work for maintenance and reporting of the Behavioral Program and utilization by the Threat Managers including creating a WIM specific CMS, templatized reporting, and recurring threat assessment reviews- Developed training and SOPs to promote workplace violence awareness and response procedures to influence proactive risk mitigation measures at operational sites- Created Amazon's first Active Shooter/Armed Aggressor Planning and Response Guide, which served as the playbook for all operational and global security support teams by collaborating across departments and with industry experts - Owned the annual audit and updating of all operations emergency action plans globally for Amazon partnering with Business Continuity- Owned the relationship and execution of projects with industry experts to create and deliver workplace violence awareness content that was regionally specific and relevant to rapid shifts occurring in operations, physical security, and LP postures within operations globally

Seattle, Washington

- Owned the Awareness Program last mile content and educational material creation for the LP Ops Awareness Program- Created and executed standard work to control last-mile concessions through behavioral and technological solutions- Effective partnership with local contractors, Contractor Relations, HR, Security Integrations Group, and Physical Security teams to foster accountability in accordance with SLA adherence and AMZL operational standards- Partnered with Regional HR team to train on utilization of the On-Guard suite, running reader reports, badge traces etc. to more effectively combat and investigate trending time theft within the region- Creation of standard work to teach and train the regions site Ops Managers on all aspects of Physical Security, Lenel account functions, and permissions ANT/LDAP groups to improve effectiveness and implementation at the site level- Prepared monthly statistics, trends analysis graphs, and recommendation on program performance metricsInitiated partnership and acted as STL for the RACI for AMZL Change Management initiatives impacting Loss Prevention

Northern California And Utah

- Served as subject matter expert for new site launches and physical security for West Coast region- Conducted 202 investigations of internal and external theft and fraud for Northern California and Utah- Successfully conducted 73 theft interviews with admission and promissory note for cost recovery of 183K over 16 months and performing 52% above expectation- Owned coordination with Security Service provider to place officers in response to incident, operational disruption, or routine site closure- Ensured continuous compliance of 23 sites to global process standards and worked on continuous improvement initiatives in relation to Sarbanes Oxley audits- Routinely scaled successful trend identification strategies through utilization of templates and standard work as a stopgap measure pending automated reporting

San Francisco Bay Area

- Subject matter expert for new site launches, and physical security for West Coast region across GSF/DS/SC Business Units- Conducted investigations of internal and external theft and fraud and conduct interviews for 15 sites from San Jose to Sacramento, CA- Created, reviewed, and updated Standard Operating Procedure (SOP) documents in relation to LP scope (intrusion detection, access control, video management systems, theft escalation/reporting, etc.)- Effectively partnered with internal customers and contractor security services in evaluating current and future security services, processes, and initiatives- Engaged Safety, HR, and Quality business partners to provide comprehensive support to DS, GSF, and SC Operations in the Bay Area- Coordinated data collection, through database polling or data entry, from multiple DC; and conducted analysis generating strategic and tactical interpretations- Ensured compliance throughout sites to global process standards and work on continuous improvement initiatives in relation to Sarbanes Oxley and SR2 audits- Participated in Lean/Kaizen, Black Belt and other operational excellence initiatives

San Francisco Bay Area

Area Managers are responsible for the day-to-day operations of an Amazon Delivery Station (24/7 last-mile carrier site) which includes inbound, outbound and sortation operations.- Managed the employees and day to day operations as the highest ranking manager in the station handling ~35K daily volume operating 14% above mechanical capacity to meet demand- Owned all LP duties and was the liaison for LE and first responders for the station with the highest vehicle thefts in the network (no local or regional LP coverage) - Responsible for weekly reporting and performance regarding labor hours, concessions, volume planning, and station metrics- Successfully launched pivotal programs such as Same Day Delivery and 1P Delivery in the San Francisco Bay Area- Managed shift managers and contractors in daily station operations- Engaged and escalate as necessary to LP, GSCC, and Safety - Represented station on weekly meetings regarding labor, concessions, volume planning, and station metrics- Tracked, reported, and implemented process change based on KPIs to improve station performance and achieve desired outcomes - Troubleshot and deep dive incidents using root cause analysis, escalating as necessary, through to resolution - Ensured compliance throughout the site to global process standards and work on continuous improvement initiatives- Proficient in all levels of station operations from sort, load out and RTS- Led the team in daily operations management and exercise ownership of all aspects of the station including communicating with internal and external suppliers- Participated in Lean/Kaizen, Black Belt and other operational excellence initiatives

As the agency Purchasing Coordinator I provided oversight and support of purchasing activities and the overall mission of Interfaith Community Services. As the Purchasing Coordinator I served as the primary point of contact for information technology and telephone subcontractors and establishes and purchasing policies and procedures in accordance with applicable Government laws and regulations.- Created and launched the Purchasing Department for the organization managing 45+ grant-funded programs, working with Program Managers and Business Partners, to ensure compliance throughout the grant lifecycle- Established and updated agency-wide purchasing policies and procedures in accordance with applicable Government laws and regulations for grant funded programs- Negotiated and administered contracts with suppliers and vendors to provide highest quality services and merchandise at the lowest possible price- Worked with facilities staff to formulate preventative maintenance plans for all properties and vehicles- Worked with individual program managers to streamline the annual budgeting process and preparation of purchasing related schedules for the annual audit

As the Program Manager (PM) for the Recuperative Care Program (RCP) I was responsible for the day-to-day operational management of the program. I supported the strategic vision of the Director of Veterans Assistance of San Diego, the CFO and the CEO to build and implement strategies to grow the services and to establish these services of Interfaith as one of the preeminent service providers to recuperative care in North County, San Diego and a nationally recognized center of excellence for recuperative care services. - Responsible for the $5M/5YR contract with the Veterans Administration to operate the RCP which provided emergency housing,meals, medical care, and case management to unhoused veterans being discharged from the VA hospital in San Diego, CA- Administered and managed funding contracts, including submitting timely reports, monitoring contract spending, andmaintaining compliance with contractual requirements including all physical security and investigative procedures- Created and managed the program budget and ensured the program operated within limits, including timely invoice approvaland review of financial reports- Monitored staff effectiveness in providing client services, assisted staff in handling critical operations/crisis matters, and servedas the primary point of contact for all VA relations- Supervised flow of referrals, intakes, and discharges of participants and ensured accessibility, safety and comfort of all clients- Ensured program was in compliance with local, state and federal guidelines and laws including privacy act, HIPAA, and OSHAstandards- Successfully relocated the program to a new $3.2M facility funded through generating private donation and leveragingpartnerships with housing development organizations like HomeAid which brought in over $500K worth of donations