Assumed responsibility for 3P compliance program with a planned departure date. The program was narrowly focused on several KPIs, had little visibility across the organization, and historically was merely a transactional compliance function. Created a comprehensive compliance strategy for improving and scaling the compliance function, including a tighter focus on risk identification and mitigation, expanding and standardizing monitoring and assurance activities. Key Contributions:•… Show more Assumed responsibility for 3P compliance program with a planned departure date. The program was narrowly focused on several KPIs, had little visibility across the organization, and historically was merely a transactional compliance function. Created a comprehensive compliance strategy for improving and scaling the compliance function, including a tighter focus on risk identification and mitigation, expanding and standardizing monitoring and assurance activities. Key Contributions:• Designed and implemented a comprehensive audit program, which included on-site inspection of partner physical sites. Conducted on-site audits of 10 sites, captured the results in a standardized report, and assigned each site a risk score based on the audit results. These sites had not been audited in this manner in 5+ years. Results were leveraged by Partner leaders to drive systemic change across the partner network. • Consolidated compliance outputs, creating a central repository that was leveraged to create comprehensive compliance reports. These reports provided the ability for the Compliance team and Management to quickly identify trends and root causes to address with partners before manifesting into larger problems.• Identified areas of opportunity, and implemented efficient audit processes aligned with industry standards, resulting in 90% reduction in sample sizes, decreasing audit cycle times and providing bandwidth to expand the scope of the compliance program. Show less

Provided compliance and project management support to 3rd party affiliate marketing program & Business Operations group, crafting a comprehensive strategy for improving compliance results. Established lifecycle SOPs, ensuring operational consistency. Key Contributions:• Introduced a compliance scoring algorithm and metrics deck and established robust 1st line of defense standards.• Elevated awareness of compliance outcomes among internal leadership and the affiliate network… Show more Provided compliance and project management support to 3rd party affiliate marketing program & Business Operations group, crafting a comprehensive strategy for improving compliance results. Established lifecycle SOPs, ensuring operational consistency. Key Contributions:• Introduced a compliance scoring algorithm and metrics deck and established robust 1st line of defense standards.• Elevated awareness of compliance outcomes among internal leadership and the affiliate network, fostering greater accountability among affiliates and decreasing the number of compliance findings 29% YoY. • Led remediation efforts post-Internal Audit, addressing immediate risks and establishing sustainable frameworks for ongoing risk mitigation.• Proactively implemented compliance controls and documentation for new product launches, including preventive and detective measures, SOPs, procedures, and specific guidelines for regulatory adherence. Show less

As Head of Compliance and Audit, I was accountable for developing an effective framework that meets both internal and external control and compliance requirements for a 100K+ person customer service unit operating 170+ in-house and outsourced contact centers across 48+ countries. To carry out my mandate, I evaluated ongoing operational, compliance, and regulatory risks; working with key stakeholders to develop and implement innovative approaches, fraud identification and prevention… Show more As Head of Compliance and Audit, I was accountable for developing an effective framework that meets both internal and external control and compliance requirements for a 100K+ person customer service unit operating 170+ in-house and outsourced contact centers across 48+ countries. To carry out my mandate, I evaluated ongoing operational, compliance, and regulatory risks; working with key stakeholders to develop and implement innovative approaches, fraud identification and prevention tactics, and risk mitigation strategies throughout the business life-cycle.Among my accomplishments, I have:➥ Planned and implemented a holistic GRC program from the ground up.➥ Scaled the program from 1 to 8 compliance officers, implemented a third-party assurance program, and delivered a 1,600% annualized increase in audit productivity.➥ Spearheaded the transition to a remote audit process in response to the pandemic after identifying significant efficiencies associated with remote audits, strategically integrating into the long-term audit framework.➥ Developed a comprehensive risk and control matrix cataloging and categorizing risk based on the associated impact and likelihood.➥ Met remediation timelines with 100% consistency vs. 72% prior to assuming leadership. ➥ Developed a detailed Compliance Handbook that consolidated key policies, procedures, and contractual requirements across in-house and third-party contact centers.➥ Enabled a 400 basis point improvement in compliance scores by prioritizing stakeholder education. ➥ Facilitated the development of a SharePoint-based audit lifecycle tool, including a compliance dashboard that presented key compliance KPIs.➥ Scoped, designed and implemented 3rd party managed compliance hotline for outsourced CS network Show less

As Head of Environmental Health & Safety, I designed and implemented strategies to safeguard the health, safety, wellbeing, and productivity of Customer Service Associates on a global level, influencing 80K+ CSAs and 170+ brick and mortar/virtual sites operating across 48 countries. Among my responsibilities, I led a suite of COVID-19 testing, case management, communications, and emergency response programs. I also developed injury management and risk mitigation policies, overseeing the… Show more As Head of Environmental Health & Safety, I designed and implemented strategies to safeguard the health, safety, wellbeing, and productivity of Customer Service Associates on a global level, influencing 80K+ CSAs and 170+ brick and mortar/virtual sites operating across 48 countries. Among my responsibilities, I led a suite of COVID-19 testing, case management, communications, and emergency response programs. I also developed injury management and risk mitigation policies, overseeing the Amazon network to implement tactical controls that optimize workplace safety, minimize environmental impact, protect CSAs from abusive callers, and establish well-defined emergency response protocols.Here are some of the ways I’ve made positive contributions to the company’s EHS goals:➥ Identified and mitigated H&S risk through the development of robust policies, processes, and audits that prioritize the organization-wide wellbeing of key CSAs.➥ Directed a 2-person CS EHS team accountable for investigating verbally abusive, sexually explicit, racist, or threatening customers; taking appropriate, account-level action at the conclusion of their investigation or involving law enforcement where necessary.➥ Partnered with corporate EHS teams to design and implement COVID-19 response policies and preventative measures reflective of risks common in CS centers; developed an audit, scoring, and reporting mechanism to identify and remediate sources of non-compliance that was subsequently adopted by the larger corporate EHS team as well as 100+ outsourced CS sites. Show less

As Head of Support Services, I was tasked with directing the team responsible for defining standards, architecting solutions, performing network integrations with and providing operational support for 20+ CS outsourced vendors to support Amazon customers through a global user base in the tens of thousands. Among my duties, I led weekly reviews for the customer service outsourcing business, establishing strategic metrics and championing KPI-driven objectives to hold outsourced CS units… Show more As Head of Support Services, I was tasked with directing the team responsible for defining standards, architecting solutions, performing network integrations with and providing operational support for 20+ CS outsourced vendors to support Amazon customers through a global user base in the tens of thousands. Among my duties, I led weekly reviews for the customer service outsourcing business, establishing strategic metrics and championing KPI-driven objectives to hold outsourced CS units accountable to a high standard of customer service, support, and retention. I also drove synergies and standardized practices across the analytics process, facilitating a cohesive and integrated decision making process across the organization.Here are some of the ways I’ve made significant contributions to business performance:➥ Facilitated the procurement of tens of thousands of custom PCs across an outsourced CS vendor network consisting of 140+ sites across 40+ countries; meeting key timelines established in a leadership goal and security mandate. ➥ Oversaw the scoping and deployment of core collaboration tools to the outsourced CS vendor network to facilitate WFH options during the pandemic.➥ Ensured all business partners were adhering to key contractual metrics and requirements, providing routine support as needed and developing strategic software/tools that increased efficiency for client-facing teams.➥ Drove weekly business reviews to analyze business analytics and speech analytics, evaluating strategic metrics such as call silence to identify and support under-performing centers. Show less

As Head of Internal EU Audit, I was accountable for evaluating global operations, finance, and technical data across the EU to identify the full range of risks related to processes, regulatory compliance, organization, policy, and technology; driving sustained improvements to existing risk mitigation and compliance frameworks.Among my contributions, I have:➥ Developed strategic relationships with top executives to align strategies and priorities in the execution of key audits… Show more As Head of Internal EU Audit, I was accountable for evaluating global operations, finance, and technical data across the EU to identify the full range of risks related to processes, regulatory compliance, organization, policy, and technology; driving sustained improvements to existing risk mitigation and compliance frameworks.Among my contributions, I have:➥ Developed strategic relationships with top executives to align strategies and priorities in the execution of key audits and risk assessment initiatives.➥ Led key initiatives to facilitate compliance and create effective controls within highly complex, technical, and regulated environments.➥ Helped the EU regulated payments group overhaul its compliance framework in response to external audits. Show less

Managed a team of financial analysts supporting a rapidly growing business line, with responsibility for:•FP&A – Coordinated the development of semi-annual business plans for both Infrastructure and AWS businesses. Produced bi-monthly forecast updates with detailed variance analysis, and presented results to senior management. •Month-end Close – Managed month-end close activities including inspection of data to ensure costs were appropriately categorized, and developed detailed variance… Show more Managed a team of financial analysts supporting a rapidly growing business line, with responsibility for:•FP&A – Coordinated the development of semi-annual business plans for both Infrastructure and AWS businesses. Produced bi-monthly forecast updates with detailed variance analysis, and presented results to senior management. •Month-end Close – Managed month-end close activities including inspection of data to ensure costs were appropriately categorized, and developed detailed variance analysis reports.•Controllership – Reviewed headcount requisitions, purchase requisitions, and capital appropriation requests, subsequently validating requisitions/requests aligned with plan. Provided financial support to key business partners, including production and presentation of business-unit finance/analytics reports. •Cost Assignment – Managed implementation and ongoing operation of activity-based cost assignment software tool, including identification of business drivers and design of cost assignment methodologies. Show less

Planned, organized, and conducted financial, operational, and compliance audits of various business lines and functions. Extensively scoped target area to ensure all risks were detected and appropriate testing mechanisms identified. Evaluated the effectiveness of internal controls through in-depth review and rigorous testing. Presented audit findings to area managers and senior executives, and made recommendations for corrective action. Tracked individual action items and validated owners fully… Show more Planned, organized, and conducted financial, operational, and compliance audits of various business lines and functions. Extensively scoped target area to ensure all risks were detected and appropriate testing mechanisms identified. Evaluated the effectiveness of internal controls through in-depth review and rigorous testing. Presented audit findings to area managers and senior executives, and made recommendations for corrective action. Tracked individual action items and validated owners fully addressed associated risk before marking action items complete. Show less

Managed the assignment of operating expense to business units, including the allocation of shared corporate expenses to individual departments, as well as variable expense to retail product lines and channels. Identified allocation drivers most closely aligned with expense activity and created Oracle-based allocation formulas and rules. Utilized advanced knowledge of financial reporting tools and Excel to construct highly automated models for the reporting of post-allocated results, as well as… Show more Managed the assignment of operating expense to business units, including the allocation of shared corporate expenses to individual departments, as well as variable expense to retail product lines and channels. Identified allocation drivers most closely aligned with expense activity and created Oracle-based allocation formulas and rules. Utilized advanced knowledge of financial reporting tools and Excel to construct highly automated models for the reporting of post-allocated results, as well as FX-neutral segment operating income detail, reducing cycle time by 90%. Show less