• Responsible for supervising a team of Merchant Services call center agents• Coach and develop specialists for continuous skill refinement through various mediums andadminister appropriate training/actions to yield the intended performance results.• In charge of interviewing, hiring and overseeing training of all new agents for the site bycollaborating with recruiters, and learning and development as well as other department leads• Partner with Call Center leadership, Oversight & Controls Quality, Learning & Development,Product and Technology manager to supervise service operations and effectively led agents inproviding excellent service to our merchants.• Monitoring call volumes, staffing levels, and Specialist phone activities to maintain optimaldepartment performance. Analyze performance to capture developing trends and identifyprocess improvement solutions to continually enhance operations.• Administer correct disciplinary action as needed to address unacceptable performancebehaviors/incidents• Partner with Workforce Management to coordinate employee scheduling for teamhuddles/training/etc. and monitor daily schedule adherence

Manage day to day operations of a team of analysts conducting investigations to meet companyand life safety goals• Ensure confidentiality when handling security and/or personnel issues in the workplace• Partners and collaborates with operations managers and teams to assist in meeting businessgoals, metrics and SLAs in order to provide excellent service to our customers• Collaborate with Controls and Compliance to ensure top-tier Standard Operating Procedures(SOP) as well as updating the analyst affected by SOP changes• Gather analytics from Quicksight and Tableau to create reports showcasing trends and potentialissues for leadership, partners and analysts to review in weekly forums• Support the management of Amazon’s Global Alarm Program• Develop a rigorous training program and train analysts in efficiently managing the alarmprogram while maintaining a high degree of accuracy• Coach and develop specialists for continuous skill refinement

• Provides initial notification and support to global operational stakeholders and senior leadership in response to crisis • Engages leadership and prepares conference calls for high severity crisis incidents involving life/safety, operations, and Amazon brand• Knowledgeable with security network alarms and able to facilitate investigations which support the continuity of Amazon Operations • Generates and manages world-wide trouble tickets • Acts as project manager as tasked by site leadership• Assists with maintenance and improvement of procedures and contact records • Demands, provides and maintains quality assurance and the highest standards during and while performing audits

• Supported all North America Locations in the process of reviewing video to ensure safety of associates• Reviewed events, making leadership decisions geared toward best practice resolution management• Systematically escalated problems and information to relevant owners and stakeholders• Drove and managed multi-organizational process improvement projects• Demonstrated outstanding ability to support several projects simultaneously• Assured Workplace Health and Safety adherence • Demonstrated top notch customer service to partners and customers

• Explained technical information in clear terms to non-technical individuals to promote better understanding• Configured hardware, devices and software to set up work stations for employees• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed by 12%• Configured printers and devices, adding them to network with dynamic IP addresses

• Operated the position of the cameras for best angle while monitoring activity• Alerted Border Patrol agents to suspicious border crossings and anti-social behavior• Maintained logs of all incidents to ensure seamless handover between shifts• Vocally guided Border Patrol agents into correct areas over the radio in pursuit of apprehension

• Perform electronic and mechanical assembly • Inspect and clean of electronic components under a microscope • Maintained and updated SOPs improving production time by 8% in tenure with company• Determined and followed methods and sequences for diode laser assembly

• Maintained accountability of 5.6 million dollars of Air Medical Assets• Processed and monitored medical contracts for supplies and equipment • Implemented and directed inventory control, accounting, and management of supplies and equipment