- Manage on-going design, develop, and launch of features and functionality to improve CS performance and customer experience. - Managed design, development, and launch of Salesforce Service Cloud Case Management System. After migrating 600+ users from legacy system to Salesforce SLA adherence reached 98.7% for specialty teams after 2 weeks and in the first quarter average case handle time improved by 2.3% across all contact channels. - Product Manager for Kindle Direct Publishing (KDP) Community forum and Goodreads Help Community, prioritizing roadmap and development work across portfolio of applications and tools.- Managed program manager and administer overseeing the enhancements, development, and launch of portfolio of tools used my Kindle customer service teams supporting authors, publishers, and aggregators publishing on Amazon.com for digital and print on demand titles.

- Defined business case and gained approve to migrate from internal Contact Management System to Salesforce Service Cloud Case Management System.- Managed design of Salesforce Service Cloud Case Management System to support Customer Service for four businesses and six internal support teams. Design met Amazon Information Services requirements for Personal Identifiable Information (PII) use and storage. - Managed design and lunch of Goodreads Help Community using Salesforce Community Cloud.- Managed portfolio of internal tools used by Kindle publishing customer service teams to support authors, publishers, and book aggregators. - Defined requirements, worked with multiple development teams to prioritize, develop, and launch enhancements and features.

Managed product roadmap, enhancements, new feature develop and launch for Amazon Build International Listings application that allowed retail sellers create and update offers from a single source marketplace to one or more target marketplaces.

- Supported Sales team by gaining in-depth understanding of their current business operations and processes, goals and objectives, opportunities for improvement and documenting in an understandable manner - Develop customized, innovative solutions for customers based on business requirements and insights gained through white boarding, interviews, and research resulting in over $12 million in new business awards- Manage projects with existing customers to improve and secure business ensuring better performance and growth of accounts

- Ran Product Management and Testing Groups, managing staff of 6 in support of Consumer, Automotive, and Business Solutions units- Defined product roadmap and requirements for Americas market, partnering with European counterparts to successfully influence product development- Recommended changes to existing products, policies and processes that improved overall performance, economics and business efficiencies

- Senior manager responsible for identifying, developing, documenting, and driving implementation of the European go-to market and product category business management processes- Led product category business managers, marketing managers, and other senior business mangers to more clearly define marketing plans and product requirements, resulting in increased productivity, more efficient delivery, greater understanding of interdependencies, and standardization via thorough documentation- Defined and drove development of customized SAP solutions to support European B2B sales organization and category business management

- Ran training, change management, and communications for European implementation of SAP ECC 5.0 CRM and Business Intelligence as part of a global supply chain management program- Managed tiger team to modify legacy systems to handle new business processes within 6 weeks, establishing solid blueprint for subsequent implementations- Managed team of senior European managers to redefine sales distribution and contract strategy for B2B initiatives

- Managed Lean Six Sigma projects for Marketing and Sales groups in North America and Europe- Structured efficient floor design and established new processes for European call center- Refined processes for Central Repair in Europe, resulting in 25% efficiency gain

- Process owner responsible for the definition, development, deployment, and refinement of methodology, processes, and tools for the global introduction of new products- Quickly established credibility across functional groups and developed key relationships that enabled the development of the product launch process

- Reporting to CMO, promoted to build and refine processes for product introductions to US market- Created cross-functional teams as well as collaborated with international counterparts to ensure global alignment of processes, resulting in more structured and predictable product launches- Managed introduction of DVD recorder that captured 60% market share for first 3 months of shelf life and earned industry awards for public relations and point-of-purchase display

- Managing staff of 6 across 2 locations, led full lifecycle internal IT projects- Managed reconfiguration of Manugistics Demand Planning Module to enable logistics organization to increase on-time order delivery, increase customer satisfaction, and reduce inventory levels

- Managed completion of a business process reengineering effort providing consulting services for IT infrastructure replacement, package implementation, and custom web development- Managed the planning and requirements gathering for custom business-to-business portal

Manager, Legacy Applications Department- Promoted to manage department of 14 that supported maintenance of all legacy applications for Atlanta Casualty- Established trust and credibility quickly with vital customer liaisons, resulting in significant account growth from $0 to $1M per yearProject Manager- Provided full lifecycle maintenance and enhancement releases for 2 custom marketing applications developed in PowerBuilder and Oracle which tracked over $2 billion in revenue and served over 700 users for BellSouth Business Solutions- Identified system enhancements that resulted in 30% improvement in cycle time, better tracking, and centralized documentation for regional sales orders- Provided project management support as part of a technology reengineering program at Arthritis Foundation account- Maximized delivery of services and minimized cost by transitioning deliverables to other projects for execution, resulting in $42K savings

- Conducted data analysis to help drive key business decisions- Developed database applications and training

Meteorological and navigational equipment troubleshooting, root cause analysis, and maintenance