Owned end-to-end management of customer escalations, ranging from high-profile incidents to complex cross-product escalations.Served as the customer's single point of contact through issue resolution, instilling trust and keeping the customer updated along the way.Worked cross-functionally with key Amazon stakeholders to build strong working relationships across the company and project-managed issues to resolution.Conducted thorough root cause analysis on all issues and shared trends analysis with executive leadership.Acted as a liaison between internal customers and Supply Chain Leadership to own end-to-end management of escalations and ensure fast resolution.Conducted data analysis using Excel, SQL, and other data management systems to create end-of-shift and weekly business reporting.Identified unusual activity by reviewing and leveraging information from internal reporting, LP-reported incidents, and retail theft trends.Created solutions for gaps in the reporting and data points surrounding loss in the supply chain.Leveraged fraud models/strategies to mitigate fraud/loss while minimizing customer and operation impacts.Processed over 5000 transactions, resulting in $26M in fraud savings. Collaborated with team to analyze and explain fraud trends, proactively identifying potential risks to prevent future incidents.

Project managed internal stakeholders to collaborate efficiently for fast resolution of issues.Gathered data from multiple sources using internal systems to support reporting on a daily, weekly, monthly, and quarterly basis.Provided support to field teams in driver assignment, load acceptance, and driver/equipment availability.Assisted in identifying defects and driving to resolution.Improved standard work processes for the internal team and field teams by creating Standard Operating Procedure documents.Demonstrated knowledge of HOS, DOT, and FMCSA regulations to perform Transportation Operations.Collaborated with team members.

Demonstrated acute attention to accuracy and detail, and exercised independent judgment to comply with all applicable regulatory and department practices and procedures.Maintained compliance by following all applicable regulatory and department practices and procedures.Applied analytical skills as a critical thinker to improve decision-making effectiveness and reduce errors.