Lee Brown Email & Phone Number

Seattle, Washington, United States

- Worked within assigned operational queues to schedule, update, and solve issues for shippers in the process of being onboarded and streamlined- Monitored entire shipment progress from tender to delivery confirmation to document, report, and update processes and SOPs as needed- Provided support to shippers, facilities, and carriers making sure everyone was kept informed and felt like they were an integral part of the process- Trained carriers how to use the Convoy app, improve performance, and grow with Convoy- Built culture and camaraderie across Convoy helping maintain the one-team value through leading company-wide monthly coffee chats and meditation sessions

Seattle, Washington, United States

- Executed deep dives into automation workflows by reading historical transcripts to create automation opportunity- Annotated machine learning model outputs to evaluate accuracy - Monitored and trained machine learning models for multiple products across the customer engagement technology organization - Represented data-based customer and associate behavior to improve automation workflows - Provided CSA subject matter expertise to identify and eliminate UX problems

Seattle, Washington, United States

- Resolved customer contacts via phone, chat, and email as an input to driving defect elimination- Became a subject matter expert for business units on behalf of the customer service network- Advocated for the customer experience by challenging the status quo and providing feedback to Amazonians across the company- Proactively identified systemic issues that need to be resolved to prevent future customer concerns- Led brainstorming and feedback sessions with the intent of eliminating downstream defects for customers

Greater Seattle Area

- Promoted client loyalty through excellent customer service and assistance with clinical research study activities- Identified and serviced the needs of customers through building rapport and resolving site-level questions in a courteous, timely and professional manner- Executed procedures and administrative tasks to process time-sensitive materials requiring high accuracy, completeness, and adherence to internal quality standards and external FDA regulations- Worked with key members within the department and across the company in providing customer-focused resolutions- Continued engagement with company culture through the creating Employee Engagement Projects and chairing the Safety Committee

Seattle, Wa

- Received/screened incoming client materials according to industry regulations- Communicated with clients via email/phone if materials were not complete- Routed client materials for internal analysis and processing- Worked to be a resource for the team by cross-training and becoming a subject matter expert for incoming materials- Engaged with company culture through the Employee Engagement Team and Safety Committee

- Assisted with the preparation of Board Meeting Packs- Checked Sponsor documents for errors before they shipped- Cross-trained in various positions for backup and influx workloads- Assisted in managing the Production and Scanning departments- Worked closely with management to fine-tune department procedures