Effectively lead and manage the day to day operations for Executive Escalations globally while driving high quality experience for Customer Advisor requests where frontline CS was unable to resolve the customer’s issue. Additionally, I supported the expansion of Executive Escalations throughout IN and JP. Customer Anecdote program expansion from the US Marketplace to include Canada, India, and United Kingdom.

Effectively led and managed the day to day operations for Canada by defining and implementing long-terms business strategies to solve complex problems. This was achieved by leading weekly business reviews within Operations and representing ABCS CA in regional and global reviews within Customer Service and cross-functional teams for CA Amazon Business.

Effectively led and managed four direct reports across ten Operating Units serving as a primary network business owner for Amazon Business, Incubation, Amazon Pay, and US Search & Rescue while continuing to support engagement throughout three verticals at LEX11.

Oversee the operational delivery and overall performance of the teams ensuring Team Manager priorities remain focused on supporting their associates through tasks that align with the Amazon Contact Tenets, driving business roadmaps, and supporting operational efficiency and quality for the LEX11 CS site.

Oversee the operational delivery and overall performance of the Customer Service Associates (ratio – 1:25) when interacting with customers. I also supported the escalated of systemic issues and collaborated with Program stakeholders across the network to simplify processes when customers were faced with challenges.

Oversee and collaborated with frontline CS Associates and leaders to determine defects in Amazon processes through the Voice of the Customer (VOC). Once identified, I partnered with stakeholders globally drive process improvement initiatives through ‘Just Do it (JDI), Kaizen, and SAKE events.

I supported escalated customer contacts and provided guidance to frontline CS Associates in resolving customer contacts.

I supported incoming contact volume to research and resolve customer issues.

-Administered daily medications-Involved individuals being in community. -Informed individuals of the importance of personal hygiene and assisted when needed.

- Phlebotomy Technician- Lab Processing and Microbiology Assistance- Preparing specimens for analysis throughout the laboratory