Michelle Sherer Email & Phone Number

Worked on implementation of newly-established Intake process, allowing for operations and IT teams to request continuous improvement ideas, pilots and programs at fulfillment centers and other Amazon facilities worldwide. Developed standard work, documentation and automation to increase efficiency.In the role of service delivery manager for scanners and tablets, partner with engineering, product certification, vendors, supply chain, field support, launch teams and safety to ensure the standards and availability of over 500,000 devices at over Amazon facilities in over 120 countries.Driving department level goal to improve scanner asset management practices to reduce IT support burden by 150k hours annually, and reduce scanner asset shrinkage, with a projected savings of $4.5M.

Columbus, Ohio Area

Support the Centralized Property Team AVP, leadership and management team by providingtechnology-driven solutions at all levels to manage various aspects of operations, with a focus onefficiency. Solutions include: scorecards that merge multiple data sources for more than 100 associates;reports with complex formulas to isolate relevant information and enable decision-making; processdocumentation: and SharePoint tools for tracking, coaching and reporting.Developed tools for Claims adjusters, including: VBA-enhanced tools to enable adjusters to more easilydeliver consistent, compliant Claims; Nintex/SharePoint tools for tracking requests and handling firstnotice of loss when ClaimCenter is unavailable.Developed new methods of communication for internal and external feedback, recognition, anddepartmental information, including: databases, newsletters, SharePoint pages and team sites, and useof TV monitor displays.Assist with coordination and tracking of various training activities related to compliance or auditrequirements.

Supported leadership by facilitating tactical and strategic meetings, operational reviews andcalibration and talent planning sessions. Coordinated all associate meetings and offsite activities.Developed and executed communications plans, including robust newsletters, KISS broadcasts, andvisual management systems. Managed content for ongoing Business/IT operations reviews. Assisted leaders in the creation of documents and plans related to a wide variety of strategic initiativesincluding roadmaps, benchmarks, and Lean projects. Served on the IT Process Management Profession Leadership team; published a quarterly professionnewsletter.  Implemented standard workforce tracking tools to help managers effectively understand staffingrequirements.

Accountable for executing the end-to-end Priority 0 process, including stakeholder communications, impact mitigation using a variety of troubleshooting methodologies, and documentation to support root cause analysis and escalation. Drove continuous improvement in the Incident process through role as Incident Management ProcessManager, participation in the Incident POT and collaboration with Application Engineering Services andBusiness Solutions Areas.

Managed various teams, including: Reporting, Knowledge Management, Command Center, ID Administration, Claims Frontline. As frontline manager, worked with Claims business partners to identifycall-volume drivers, to improve products and decrease costs.Implemented a new knowledge management methodology, Knowledge Centered Support (KCS),leading to streamlined processes and improved quality of knowledge.Managed voice-services operation, including IVR, ACD, and planning for CTI implementation.Participated as a core member of the HP ServiceCenter reimplementation team, representing theinterests of the ITSD in all phases.Performed detailed analysis of trends related to the customer experience with the IT Service Desk.Evaluated processes to identify inefficiencies and recommend alternatives.

Designed an interactive Microsoft Access database for use in disseminating seismic data information toGeology/Geophysics Department. Created and oversaw Access database, consolidating informationfrom multiple departments for use in exploratory well management.Communicated with landowners, contractors and joint venture partners regarding CGAS field projects,and provided information conduit for project managers.

B.S., Education

Mba, Mis

Education record