• Awarded the Empty Chair Award for exceptional Customer Obsession and performance• Established crisis management mechanisms and developed global response teams to address pressing brand issues from top-tier media outlets and high-visibility influencers• Managed key social media programs, including Positive Engagements, Knowledge Management, and Escalations Management• Led the creation and optimization of internal knowledge bases, FAQs, and response libraries to enhance team efficiency and brand consistency, including managing internal communications around social media best practices and knowledge-sharing mechanisms• Developed and integrated knowledge management frameworks into social media strategy, ensuring teams across regions had access to up-to-date content, customer insights, and operational best practices to optimize engagement and performance• Coordinated cross-functional teams—including legal, PR, marketing, business teams, creative, analytics, and customer service—to develop global intake processes and deliver flawlessly executed social media campaigns and promotions• Crafted and delivered compelling presentations for senior executives, effectively conveying social media performance and highlighting key community engagements• Partnered with stakeholders across legal, PR, and marketing to create effective crisis escalation mechanisms and brand guidelines• Created proactive and reactive “canned responses” utilized by live employees and chatbots powered by artificial intelligence (AI) to mitigate crisis situations and maintain brand integrity• Managed large-scale projects, including new product and program launches, developing training materials and resources• Conducted Lean Six Sigma events to drive continuous improvement• Designed custom rules, tags, and implemented AI in Sprinklr to efficiently manage and route high-priority fan interactions• Trained AI to filter non-actionable engagements, quickly respond to common inquiries via chatbots

• Crafted compelling and audience-tailored copy for both public-facing consumption and internal communications, ensuring consistent messaging and brand voice alignment• Developed and implemented data-driven social media strategies, leveraging analytics to set goals, optimize performance, and drive fan engagement across multiple platforms• Directed a team of 70+ local and virtual direct reports, overseeing performance and development to drive global social initiatives• Managed 300K+ social media engagements weekly across global markets, achieving a +20% year-over-year growth in engagement• Collaborated with PR teams and senior leadership to identify and amplify viral engagement opportunities, securing media coverage to enhance brand visibility and drive customer satisfaction• Produced comprehensive reports, including the Global Social Media Weekly Business Review, presented to senior leadership• Served as Prime Day and Peak Captain, collaborating with Amazon VPs to resolve systemic issues and highlight positive experiences• Led the creation and implementation of a Gemba/Kaizen program, improving processes within the Global Social Media teams• Revitalized communication strategies and streamlined intake channels for a global network • Contributed to community initiatives and social campaigns, including Amazon Goes Gold, Delivering Smiles, Amazon Cares, Amazon in the Community, and Amazon Gives Back

• Led Executive Customer Relations for North American Consumer Operations, Amazon Business (B2B and SaaS), and Shipping & Delivery Support, focusing on high-impact customer service scenarios• Designed and implemented KPIs, metrics, and scalable processes to monitor resolution times, optimize performance, and drive continuous improvements in service efficiency throughout the company• Served as the primary point of contact for inquiries from top-tier media outlets and high-visibility influencers• Leveraged strong relationships and strategic messaging to mitigate risks, protect brand reputation, and ensure accurate, compelling narratives reached global audiences• Drafted detailed executive escalation summaries for Jeff Bezos, Andy Jassy, and senior VPs, identifying process gaps throughout the company and creating actionable solutions• Collaborated with stakeholders, including legal and PR teams, to craft appropriate messaging for sensitive issues with potential brand impact

• Managed teams across multiple business areas including Digital and Devices, Consumer Retail Services, Amazon Business, Shipping & Delivery Support, Prime Now, Last Mile Transportation Operations, and more• Provided HR guidance and support, including time card audits, leave management, and employee relations functions• Developed tools and SOPs to monitor and ensure compliance with performance standards and KPIs• Conducted large-scale team meetings and collaborated with virtual managers to maintain consistent messaging and goal alignment• Partnered with Capacity Planning and Workflow teams to onboard new employees and create effective scheduling• Designed and delivered training for 200+ employees across various locations, utilizing advanced presentation and multimedia content creation tools• Conducted comprehensive interviews and evaluations for diverse roles across multiple business teams, ensuring alignment with organizational needs and cultural fit• Created and delivered sophisticated presentations using Prezi, PowerPoint, Keynote, and other software, effectively communicating complex information to large audiences during team meetings and All Hands meetings• Developed and produced engaging multimedia content to enhance employee communication across various regions, utilizing professional audio, photo, and video editing tools, including the Adobe Creative Suite, to ensure clear and consistent messaging

• Performed as a drummer in various live and studio settings, contributing creatively to recordings across diverse musical styles• Engineered and produced studio projects, from recording to mixing, delivering high-quality sound tailored to artists' visions• Edited and produced compelling visual content, including music videos and promotional materials, to enhance marketing • Developed and maintained client relationships, drove sales initiatives, and managed marketing strategies to maximize exposure

• Led sales initiatives and managed site performance to achieve and exceed store revenue targets• Oversaw associate performance, providing coaching and development to enhance team productivity and customer service• Developed in-depth product expertise and acted as a product evangelist, driving customer engagement and boosting sales through targeted product promotions