Lance Palazzo Email & Phone Number

Led day to day operations for a growing support team including hiring, driving performance, reporting metrics, and developing leaders. Owner of Worldwide Weekly Business Review meeting. Primary business contact for 15 unique workflows. Owner of multiple high visibility projects and process improvement initiatives.Highlights-Performance Management Policy Creator. Successfully created and implemented performance management policies resulting in an average productivity increase from 85% to 100% in 90 days.-Support Operations Stranded Units Project Manager. Responsible for requesting 250 fulfillment centers relabel and change the product identifier for ~2.55 MM Stranded units. Upon completion, this project resulted in ~$30 MM in reimbursement savings.-Reimbursement Process Creator, Auditor and Approver.Inventor of a reimbursement process change that resulted in saving 2 hours per investigation. Responsible for final financial approval of high-value reimbursements up to $10,000. Partnered with members from the Escalations team to produce solutions and drive resolution on Executive level reimbursements. Reviewed and approved ~1,500 high-value reimbursements ($3k+) with an estimated total value of $25 MM USD.

-Responsible for the performance, morale and career advancement of seven different teams, spanning 14 unique workflows within two departments.-Managed a Seller escalations team dealing exclusively with angry and/or aged Seller contacts.-Led five unique projects related to new tools and reimbursement thresholds which involved creating a team, setting deadlines, data analysis, documenting roadblocks and coalescing data to deliver and communicate results.

-Resolved 3,013 support questions regarding issues faced by Third-Party Sellers and 87 phone escalations.-Created a positive learning environment for team members by approaching issues holistically and increasing their knowledge base to the point of self-sufficiency.

-Moderated, researched and responded to posts on the North American Seller Forums in a professional, accurate and helpful manner, ensuring confidential information remained secure.

-Investigated and resolved Third-Party Seller issues and supported multiple contact types, achieving the highest Positive Response Rate on the team. -Represented Amazon at a Seller conference, meeting with Sellers face-to-face to discuss ways to optimize and improve their selling capabilities on Amazon, as well as increase their trust in the platform.-Participated in weekly Seller Connection calls to introduce our system to other internal departments and new leadership.-Submitted and drove the highest number of team process improvements, by proactively finding and reporting privacy/security glitches, misspellings and broken links within the platform resulting in an enhanced Amazon Seller and Customer experience.

Bachelor Of Arts - Ba, History

Education record