■ Leading end-to-end product and program strategy to enable fulfillment and delivery execution and intervention across Same-Day Delivery https://www.aboutamazon.com/news/operations/faster-same-day-delivery-expansion-creates-new-flexible-roles-across-the-u-s and Rural Delivery networks■ Manage a team of 16 PMs driving program strategy across labor planning, capacity management, routing and dispatch execution, on road support, large scale event management, and new technology deployments■ Build delivery strategy roadmaps with 142 initiatives for in-year deployment

Leading delivery programs to uphold the Customer promise across multiple networks world wide

■ Managing the automation initiatives for AMZL Recipient support, North America support program operations, and the launch of BR and AU.■ Led the response to COVID-19 for AMZL Recipient Support, addressed additional Consumer CS capacity constraints, and created a COVID-19 safety reporting mechanism to highlight critical delivery and pick-up safety trends globally.■ Leading the vision, strategy, and tactical roadmap for the Customer Service Experience supporting Amazon’s large-items categories globally (US, CA, MX, DE, and UK), from purchase to delivery and reverse logistics. Support extends to Recipients, Delivery Teams, Last Mile Operations, Fulfillment and Transportation teams.■ Defining the catalog of support for 700k+ inquiries annually fielded by hundreds of Associates, with major overhauls in the Customer Experience through notifications, communication channels, contact routing, and exceptions case management frameworks. Initiatives included establishing new end-to-end processes, restructuring operations to be region-focused, business requirements, performance indicators, content management, and product launches. These projects led to an initial reduction of 610bps in the contact rate in 2018. In 2019, further improvements led to a 170bps improvement on delivery success rate, 248bps reduction in contact rate, reduced missed support by 456bps, and launched VAS delivery support.■ Partnering with multiple stakeholders across Retail, Transportation and Logistics, Returns, Customer and Delivery Experience, and Services to build best-in-class experiences for large items at the most customer centric company!

■ Led the creation, compilation, and leadership review of the full list of requirements across all Last Mile, Delivery Experience, Customer Service, and Transportation Technologies. Presented an in-depth portfolio spanning a PR/FAQ, package life cycle storyboard, delivery experience process mappings, competitor benchmarking, and all tech-specific BRDs presented to Senior Leadership for OP review, tech scoping, and approval■ Defined the Delivery Experience for AMZL Heavy Bulky (HB) deliveries, and launched the required processes across all 10 delivery operations and supporting teams (Customer Service, Driver Support, NOC, and Operations)■ Developed the AMZL HB network proposal from the ground up including middle mile connections, last mile topology, route simulations, and cost analysis for the US■ Managed the systems and station configuration setups required to launch the first 10 cities, and continued to drive improvements for region specific needs■ Worked with multiple teams globally for best practice sharing, roadmap alignment, and to support new launches■ Assisted in the deployment of the on-road device (Rabbit) in AMZL Mexico, the Rabbit Skip-Stops BRD, and other tech needs part of the Rabbit transition to address critical User pain points

■ Identify and develop new technologies and processes to further automate and increase efficiency in manufacturing■ Initiated a full end-to-end process overhaul of the Juarez site aimed at addressing root causes affecting service and pushing forth the transition of newly installed product lines. The project is a key force in the performance improvements seen at an average reliability increase of 30%. A key driver in the success of the project is the approach and the tools used to PM the teams■ Orchestrated the production of a complete training curriculum for the global Program and Product Development teams worldwide (150+ employees) for the Printed Fabric Labels product line. This included acting as lead PM, creating the full training package from product manual to training exercises, and leading the event.■ Ensure global standards and equipment are implemented and adhered to globally for the core product lines, with on-site support across the Americas, Europe, South Asia, North Asia, and Southeast Asia■ Facilitated the items specification package improvement of the coated fabrics raw materials to enable outsourcing for improved P&L results■ Act as primary manufacturing and product consult for the the core product lines for global, regional, and site teams■ Administer the standardization of processes across global departments through Google Apps

■ Led the outsourcing initiatives for 8 raw materials segments produced in-house in Lenoir that accounted for $9.3mm sales locally, sold to 29 sites globally across 6 finished-goods platforms. Collaborated with the Global Sourcing and Commercial departments to complete the product and equipment specifications for all 1200 items, the qualification process, and the new supply chain requirements.■ Successfully executed the first phase of the transition out of the Advantage Court warehouse with preliminary savings of $15,000/month rent across 5 months and moving costs 40% under expectations. ■ Drove the improvement of the Global S&OP process with a key focus in Commercial and Operations joint efforts. Implemented the Americas overhaul across the region to facilitate labor, equipment, and material planning.■ Developed a new customer-tailored added value operations for in-house bonding in Lenoir■ Supported the Electricity and Lighting Cost Improvement project in Juarez with the Global Sustainability team, which achieved savings of $10,000 over 3 months from kick-off.■ Established the new infrastructure of the Google Suite for the team■ Drove a 1-month on-boarding plan for 7 new employees

■ Managed the creation, implementation, and sustainment of the new Quality Control Plan for the Printed Fabric Labels division covering 23 sites across the globe. Coordinated the integration of this new plan with the new product development, sampling, operations, innovation, and commercial teams in order to ensure the new system maximizes its reach and effectiveness in meeting customer standards. Created a baseline to establish global Avery standards.■ Led the development of a new global metric devised to identify net costs stemming from customer complaints and the impact on our net sales performance. Implemented and oversaw the metric’s progress and reporting across 52 sites.■ Initiated a series of new efforts around quality metrics including the creation of new tools, reports, processes, and procedures aimed to increase data reliability, quality performance visibility, and daily continuous improvement efforts thru metrics analysis. ■ Administered globally escalated quality issues by partnering with cross-functional teams in the pursuit of solutions as well as ensuring the standardization process was upheld and updated as needed■ Supported the implementation of Google Apps globally and held training sessions throughout the organization. Key source of support for a series of teams and sites■ GOLD Program (Global Operations and Leadership Development Program) – 1 of 24 individuals selected into this prestigious 2-year rotational program that will include a variety of additional leadership and internal practices training.

■ Manage AGUNSA’s largest accounts (Arauco and Global Agri-Trade) and 7 other accounts, including all administrative, financial and systems procedures, all warehouse operations, and inventory control■ Implement the new Warehouse Management System - Magaya - to improve communication and the efficiency levels of our operation. As Project Leader, I’m responsible for designing, developing, testing and launching this new WMS■ Provide support to the Warehouse Manager with daily operations and supervision■ Brainstorm and submit a full proposal for the 2012 financial budget to AGUNSA’s Headquarters■ Uphold strong relationships with current and potential customers to maximize customer satisfaction

■ Executed all administrative procedures for AGUNSA’s largest customer (Arauco) and worked with warehouse management to control labor costs and daily operational planning for 35% of all accounts■ Coordinated facility planning and the arrival of new accounts, interacting closely with account representatives, upper management, and the warehouse management team■ Established new standard operating procedures (SOP) for Arauco’s process and led the complete overhaul of its facility layout to increase flow and inventory control, improving productivity by 28%

■ Led the company’s new participation at college fairs in order to promote products and services■ Provided consumer and business customers with a variety of solutions for their wireless needs, both products and services (certified through Sprint’s and Blackberry’s Advanced Consultant Training)

■ Conducted an internal audit of the logistics processes for AGUNSA’s largest client, the LG Group, at their Santiago Distribution Center (AGUNSA’s largest warehouse)■ Collaborated with the Operations, Human Resources, and Finance teams to research the planning, forecasting, and management techniques that drove warehouse operations and surveyed all departments involved in LG’s warehouse operations to quantify said techniques into empirical productivity factors■ Assessed and analyzed operational performance through an activity-based cost model and flow analysis, providing solutions to reduce operations waste and increase process capacity by 19%

■ Pushed for the integration of 50 corporations as our new target consumer, in addition to the 100 high schools and colleges that were offered our online team-building game platforms■ Managed public relations and marketing, and established sponsorships/partnerships with select companies■ Earned the “Employee of the Summer” award

■ Administered and processed incoming applications for WPI Undergraduates■ Managed open house operations and college fairs■ Collaborated with Marketing on the view-book portfolio

■ Operated within the front desk and the executive ops teams, participated in new accounts management■ Analyzed marketing and customer satisfaction strategies for the hotel's brand rejuvenation initiative■ Assisted the General Manager with weekly business reviews and performance benchmarking