Emily Johnson (She/Her), Mps Email & Phone Number

Arlington, Virginia, United States

• Designed a strategic 12-month plan serving 6 WW escalation teams powered by selling partner qualitative data, leading to 100% identification of selling partner escalations to executives o Created specific questions and response selections to collect information about product limitations, policy gaps, operational coaching opportunities, and customer behavior found in escalations related to customer trust & safety concernso Leveraged data from multiple sources of stakeholder and customer feedback to determine program/product enhancements• Optimized data collection for internal form to allow operations (140+ person organization) to accurately report selling partner experiences, leading to 96% adoption of formo Interview stakeholders conducting daily data entry to ensure form usability o Consider data privacy in collecting data for trust & safety, abuse, product safety, and brand protection escalations• Built and owned lead scoring model that focused on demographic and engagement fit for product onboarding, leading to identification of 3 WW operations teamso Conduct 4-6 presentations a week on ability for tool to assist in investigations of brand protection and trust & safety concerns on the platform• Coordinated the implementation of predictive analytics models that identify selling partner concerns in operational (field) interactions to contribute to future ML model development and prevent executive-level escalationso Investigated escalations related to harmful feedback left on selling partner accounts (often abusive or false)• Customized a user experience journey map to document individual selling partner experiences operating the Amazon platform o Defined a gap in Amazon’s warnings when communicating investigative findings to customers leading to 2-3 policy and SOP changes• Worked with product teams in internal brand tools to improve selling partner experiences, leading to launching the monthly practice across a 200+ person risk management organization

Arlington, Virginia, United States

-Experience querying data with SQL to measure user experience -Forecasts trends through data analysis and auditing-Builds and refines the operational infrastructure and strategy for a risk management organization (250 employees) that investigates abuse on the Amazon platform including but not limited to intellectual property, product reviews, community trust, non-infringement, and catalog abuse -Collects and catalogs stakeholder feedback through surveys, interviews, and focus group to define stakeholder expectations for data analysis and reporting-Analyzes and audits weekly data (~200 cases weekly) from qualitative and quantitative internal datasets in order to ascertain data quality and integrity -Defines and designs risk organization metrics to display aggregate trends and KPIs-Ideates, authors, and manages risk mitigation strategies by capturing risk signals from incidents triaged by the international risk management team to solve business problems-Presents product and program fixes to internal product, engineering, and program stakeholders (L7) on behalf of the international risk management team to improve the case lifecycle processes -Develops recommendations to organizational strategy through analysis of trends in customer and seller data -Investigates program inefficiencies due to opportunities in product development, risk policy, and operational strategy -Creates and implements change management strategies for the risk management team to improve operational and programmatic efficiency using written communications (e.g., user guides)-Trains WW risk management team on a standardized request intake process that catalog solutions and suggested actions in order to eliminate root causes of review abuse incidents-Manages project responsibilities across risk management program roles and tracks project completion using internal project management tools

Washington Dc-Baltimore Area

- Interviewed stakeholders during focus groups as part of data collection phase on behalf of federal clients - Conducted needs analyses to determine opportunities and gaps in operational strategy on behalf of federal clients - Presented project management solutions options to clientele to improve operational and strategic efficiency - Created short-term and long-term organization transformation strategy recommendations including project plans and RACI tables- Developed internal and external HR, DEI, and Risk policy recommendations to improve organizational effectiveness- Lead a project work stream focused on learning & development design and delivery including creation of learning curriculum and implementation planning- Analyzed data archives of federal clientele to establish a baseline for future survey and interview data collection

Arlington, Virginia, United States

Recent accomplishments: -Above average client retention-Secured just under $1 million in contract renewal December 2020 -Provided thought partnership through the form of current benchmarking, insights, and case studies to C-level executives supporting global recruiting, talent management, total rewards, learning & development, and diversity & inclusion functions

Arlington, Virginia

-Disseminate relevant people strategy research to human resources professionals through literature review -Partner with research and advisory to facilitate valuable discussions around HR industry best practices -Consult with clients on building business strategies in diversity & inclusion, learning & development, total rewards, recruiting, and corporate human resources-Conduct presentations on benchmark analysis, assessment tools, and project management documents

Raleigh-Durham, North Carolina Area

-Oversee the success of client accounts through one-on-one software coaching on system platforms-Facilitate client sale events producing over $1 million in revenue to an international audience of up to 500+ users through the implementation of webcast streaming software -Orchestrate online user participation via community engagement through social media and email marketing -Extrapolate user and sales trends for clients through the use of Microsoft Excel

Raleigh-Durham, North Carolina Area

-Developed creative blogs for a client to market to potential customers-Created positioning for content with a group of professionals

Remote

Raleigh-Durham, North Carolina Area

-Recruited staff to fill retail merchandising positions for national general merchandising companies based on innovative strategies-Coordinated employment schedules for company representatives working part-time for company clients-Coached representatives through company policy and employee expectations through phone and email communication

Raleigh-Durham, North Carolina Area

-Conducted a program evaluation of a college readiness program through qualitative data collection -Led focus groups with racially diverse middle and high schoolers in focus groups to gather data regarding racial identity and college readiness in low-income youth -Analyzed raw qualitative data for themes in program feedback -Resulting Paper: Pender, K., Hope, E., Riddick, K., Johnson, E., Knight, T. (August 2017). Student U 2017 Annual Well Being Report

-Facilitated on-campus tutoring sessions for beginner to intermediate Spanish levels-Reinforced Spanish listening, speaking, and writing skills through motivation and teaching-Advised students on helpful study techniques for grammar and vocabulary concepts

Asheville, North Carolina Area

-Created current and compelling social media content through various social media outlets (i.e. Facebook, Instagram, and Snapchat)-Developed campaigns that highlight the involvement of minority communities in the environment and conservation-Collaborated with local photographers to develop informative posts-Used Adobe Illustrator to develop visually appealing print materials-Took pictures of the Blue Ridge Parkway and edits using Adobe Photoshop

-Collaborated in an NC State-Emory University partner project to compare the effects of bilingualism and dual language education on cognitive functioning in socio-economically diverse elementary-age children. -Administered executive function testing in Spanish and English to elementary school students to further Dual-Language Education Research. -Conducted participant parent interviews in both Spanish and English and coded participant data in SPSS.

48 Camp Judaea Ln.

-Worked with 50 staff members to provide an educational, cultural, and social experience for 200 campers.-Attended daily meetings to ensure camper happiness and success.-Planned programs for campers to explore social action and religious interests.

Charlotte, North Carolina Area

-Taught gymnastics to children from ages 2-12 years old-Lead children in a 40 week muscle and skills development plan-Encouraged positive social behavior in the recreational classroom-Planned events over the phone and in person with patrons -Explained payment plans to families

Master'S Degree, Clinical Psychology, 4.0

Bachelor’S Degree, Psychology

Activities and Societies: Eta Kappa Chapter of Delta Gamma, NCSU Hillel, Voluntarios Ahora en Raleigh

Bachelor’S Degree, Spanish Language And Literature

Education record