Sarah Hyde Email & Phone Number

Poulsbo, Wa, Us

Seattle, Washington, United States

- End-to-end management of Customer Service deliverables for ~ 38 launches within the Amazon Business Customer Service (ABCS) Change Management team. This work included everything from scoping the correct deliverables to stakeholder engagement, including CS Ops and tech teams, to ensure a seamlines Return to Business transition to the business and product teams. -Ran the team Amazon Business Change Management Intake Readiness meeting, which included ~ 20 key stakeholders across different segments of ABCS and covered all current requests and projects launching for Amazon Business within the following 14 days to ensure overall organization readiness for all changes in the pipeline.-Owned two Lines of Business for Amazon Business Customer Service: (1) US and CA Marketing and (2) Business Account Management, including all stakeholder engagement and consistent data analysis to ensure compliance with the organization's launch readiness mechanism.

Seattle, Washington, United States

— Managed the CS deliverables for Amazon launches in a range of different countries, including the US, Canada, Mexico, Brazil, and EU. One of the more high-level projects I managed was the 2022 U.S. Prime price increase, which included the engagement of 13 separate teams across Amazon to ensure customer service agent preparedness for the large influx of contacts and monitor related customer contacts. — Development of process improvement activities, including the establishment of cross-team partnerships, Deep Dive into relevant CS metrics to create data baseline to be used organization-wide; and co-authorship of Program Delivery Group Roadmap and QBR documents with members of the organization’s leadership team.— Ownership of Seller and Vendor Support Portfolio at an organizational level, including (1) creation of one-year strategy document that outlines the roadmap of initiatives, business mechanisms, and goals; (2) all reactive initiatives (i.e., intake SIMs) sponsored by the business team; (3) definition of goals for both reactive (i.e., intake SIMs) and proactive (continuous improvement) initiatives; and (4) delivery of monthly report-out on the portfolio and goal status to the organization’s leadership.

Seattle, Washington, United States

Managed Customer Service deliverables for Americas and EU product and feature launches at Amazon.— End-to-end management of CS deliverables for the Prime price increase in the United States, Canada, Brazil, and EU5. This included engagement with 11 separate teams across Amazon, ranging from Worldwide Capacity Planning to Content and Training to prepare Customer Service Associates for customer inquiries about the price increase on all digital platforms (phone, email, and chat / message us). Earnings for Amazon exceeded US$1.2 billion WW.— Managed WW project focused on auditing and improving Amazon's PII / Data Handling content and training for CSAs.

Seattle, Washington

Completed a range of content-related projects for the Americas Content Delivery team, including for the BR, MX, .COM, and .COM Spanish marketplaces. Key Assignments & Achievements:— Worked as Americas and Global Content Lead for over 20 C2S2 content delivery projects in a range of different areas, including Identity Services / TIV, Promo Certificates, and Botless Message Us. — Completed more than 200 projects in the role of Content Developer in the BR marketplace, including Knowledge Center (KC) content and Help Pages, SYSKA alerts, and mass mails.— Managed all content-related aspects of 12 product and feature launches for Amazon.com.br, including Amazon Assistant, Amazon Logistics, and the PIX payment method.— Authored and updated over 40 Amazon Help pages, requiring proficiency in XMetal and Ajuda Publishing tools (DITA-based).— Applied localization expertise to ensure impactful content for target audiences of each marketplace (MX, BR, and .COM Spanish).

Rio De Janeiro, Brazil And Poulsbo, Washington

Founder and managing director of a translation company specializing in Brazilian Portuguese translations in different technical and non-technical areas, as well as proofreading, copyediting, and consulting services.Key Assignments & Achievements:— Performed all aspects of business management, including project and contract management, resource allocation and planning, scheduling, and vendor selection and management.— Managed a team of 4-10 external vendors (depending on the project size) to ensure effective project execution and delivery.— Created and maintained multi-language translation style guides, glossaries, and translation memories used by vendors.

Kingston, Washington, United States

• Provided one-on-one support to students with special needs, assisting them in their academic and social development.• Facilitated small group instruction sessions, reinforcing concepts taught by the teacher and addressing individual learning gaps.• Supported communication needs of non-verbal or limited verbal ability students through alternative communication systems such as picture schedules or sign language cues.• Collaborated with related service providers (speech therapists, occupational therapists) to implement therapy goals within the classroom setting.• Supported students during transitions between activities or classrooms, ensuring their safety and well-being at all times.

Rio De Janeiro, Brazil

Head project manager for all English language translation projects at medium-sized translation company.Key Assignments & Achievements:— Executed end-to-end translation project management, including communication with clients to establish timelines and Service Level Agreements, vendor skill testing and management, and final proofreading/copyediting.— Created English language style guides, glossaries, and translation memories used by vendors.

Master Of Arts - Ma, Mass Communication/Media Studies

Bachelor Of Arts - Ba, Latin American Studies