Nicole Ross Email and Phone Number

• Manage business operations for the office of the VP of eCommerce at Amazon, leading talent training and partnering with Finance on resource planning.• Champion DEI and employee engagement initiatives, fostering a positive work environment.• Act as a strategic partner with the leadership team, facilitating communication between the VP's office and key stakeholders worldwide.Program Management - manage multiple projects and partner with the Customer Experience team in developing mechanisms to surface customer defects across the purchase journey.Develop and implement systems and processes to streamline the organization's operations.

Leading pan-EU programs for the Customer Service team, partnering with Retail teams to identify and eliminate defects and improve the customer experience. Leading Voice of the Customer workstreams, leveraging data to drive concessions and contacts goals, strategic partnership across multiple verticals across European teams to influence partner teams' plans. Working backwards from the customer experience combined with deep data analysis to improve the customer purchase journey, the on-site navigation and the Customer Service experience. Managed Tier-1 marquee events as the single-threaded owner for the UK including Black Friday/Cyber Monday (peak), Prime Big Deal Days, Prime Day, Red Nose Day, Prime Early Access Sale. Created frameworks and SOPs to ensure the Customer Service network was ready for these high-volume events, created reporting and updated senior leadership teams of any issues. Monitored the UK Customer Service network for emerging or customer-impacting issues, engaging partner teams to mitigate any CX issues. Managed the employee engagement and satisfaction scores for the organization, deeply involved in DEI initiatives and mentoring.

Program Manager for the Catagory Excellence team for Inventory Management.

Provide consultant Executive Assistant, Office Coordination and Operational support to a rapidly growing software development company.

Founded a child care model integrating the three traditional offering models to create an on-demand service for families. Built the pilot program with wild success. Transitioning from active child care pilot program back into research & development and data analysis of recent program to position the model for franchising opportunities in the future.

End to end Executive support to the President & CEO of a worldwide Water Utility and Software development company. Provide all aspects of complex calendar management and heavy international travel logistics and meeting coordination in multiple time zones. Performed research analysis for various projects as assigned and provided recommendations based on findings. Process high volume of inbound meeting requests and tasks and quickly prioritize based on business urgency. Draft correspondence, schedule investor relations activities, monitor CEO’s emails and make proactive arrangements based on quickly changing needs. Communicate with other company CEO’s, EA’s, and all other various internal and external clients. Maintain impeccable appearance and professionalism at all times, discreet with sensitive information, Organize and coordinate monthly expense report cycles and delegate receipt reconciliation as required. Maintain personal financial and asset records and create monthly summary reports for various Stocks/Investments and accounts of CEO.

Full administrative support for two Directors. Calendar management, travel coordination, expense report reconciliation, event planning, maintained SharePoint sites, capture meeting notes, create PowerPoint presentations. Implemented process improvements and standardized Best Practices for incoming meeting requests and New Hire on boarding.

Executive assistant for 4 Directors in the Worldwide Transportation, Customer Returns, Product Compliance and Transportation Software Development team. • Simultaneously managing 4 highly complex and constantly changing calendars. Filter and prioritize meeting requests, frequent sudden calendar adjustments and re-scheduling of displaced meetings based on changing requirements• Coordinate small & large-scale meetings in multiple time zones simultaneously, secure conference room and A/V resources, manage list of attendees and meeting materials, catering set up and transitions. Events planning including team-building and team morale events• Project Manager experience - managed the core design team for the Amazon Locker, owned and maintain the overall Locker project SharePoint site, managed the branding and creative aspect of the project, coordinated with designers, vendors, facilities and project stakeholders• Process expense reports, receipt reconciliation and budget tracking for Directors. Ensure compliance with corporate expense and procurement policies. • Arranging very frequent, complex multi-leg domestic and international travel for all Directors. Arranged ground transportation for various legs of travel, booked hotels, tracked frequent flyer and preferred guest points and miles statuses. Scheduled meetings in other countries, worked with my international EA counterparts to secure meeting times and locations. • Back-up for EA for the Vice President of Worldwide Transportation & Software Development