Shawn Mcelroy Email and Phone Number

• Responsible for reviewing and analyzing risk to Amazon, our sellers and our buyers in all Amazon marketplaces worldwide.• Managing and resolving a multitude of high-impact incidents and escalations from VPs and other various teams and reported incidents around product authenticity (counterfeit, trademark, copyright) legal ramifications, Temporary Restraining Orders, product safety and restricted products. • Analyze existing policy and process gaps, and develop solutions that can be distributed to project or product owners to improve and restructure existing policy to enhance customer experience internally and externally. • Responsible for holistic review of documentation submitted for appeals and new accounts to determine authenticity and validity and to prevent illicit and fraudulent accounts from being established or continuing to operate on Amazons marketplaces. • Analyze incoming data to manage a multitude of processes as well as queues to ensure team metrics are met.• Provide holistic investigations submitted to VPS and SVPs and provide written summary findings to Executives and Senior Level VPs or escalated issues or potential harm to Amazon brand and customer trust. • Review risk assessment for sellers and buyers on Amazon marketplaces worldwide, with emphasis on prevention of counterfeit items, product safety, refunds claims, seller engagement and high level Brand engagement to ensure authenticity and reliability of products on the Amazon marketplaces. • SME “Subject Matter Expert” for legal inquiries related to Infringement, Abuse Prevention, Temporary Restraining Orders “TROs” data privacy of sellers, buyers, and Brands, and non-infringement for worldwide queues. • Utilize SQL queries to obtain raw data based on the request of stakeholders.

Dual role of managing a risk time and function also as a risk project manager. During my managerial role I supported and managed 5-8 other Risk Managers who responsibility included:• Responsible for reviewing and analyzing risk to Amazon, sellers, and buyers in all marketplaces worldwide. This involved using SQL data to analyze risk factors on Amazon sellers to identity potential bad actors, counterfeit products, and dangerous goods in order to protect the buying public and ensuring customer trust in the Amazon marketplace. • Managing and resolving high-impact incidents and escalations around product authenticity (counterfeit, trademark, copyright) and safety issues.• Analyze existing policy and process gaps, and develop solutions to close them• Deep dive of documents utilizing various internal and external tools for verification• Analyze data provided to manage a multitude of processes as well as queues to ensure team metrics are met.

I am an operations manager for our U.S. and Canadian sellers and manager a team of 12. Our functionality is ensure Amazon selling policies are being adhered to and assist sellers on the Amazon platform with their account metrics. Additionally our team investigates abnormalities on the selling platform and ensure that Amazon is not at risk from fraudulent selling practices. Additionally we support buyers who purchase off of the Amazon platform and make sure the items they have selected are as described and received.

Responsible for the hiring and supervision of 15-20 employees. Our main focus and goal is to support third party sellers who list on Amazon. This involves the training of support agents, support monitoring, side by side listing and development of career pathing. Customer outreach, escalation resolution, and meeting critical business metrics are part of the role. While in this position I was able to sustain a 4.1 positive manager rating (out of a possible 5), routinely in the top 2 out of 5 center managers in metric delivery, and able to maintain and support a new start up call center.

Experienced relationship manager in the finance industry, focusing on client relations. My expertise is mostly in customer relations for both my internal and external customers and providing a broad experience that will build loyalty and instill trust. I have worked for both telecommunications and currently finance putting these talents to use. My strengths consist of reaching out, being available and open and finding processes to create a unique experience between my client basesResponsibilities:

Specialist for consumer accounts with an emphasis on consulting for all Verizon Wireless products and servicesAssist customers with online support such as self-service options, review and analysis of customer accounts to recommend different types of billing structures (i.e. online payments, auto payments, mobile apps and automated services). Provide level 1 and 2 technical support for all mobile devices sold by Verizon Wireless and assist with setting up devices with other systems such as Bluetooth devices in vehicles, headsets, etc. Additional duties include billing inquiry assistance, support for other departments, review of customers current contracts and renewal of those contracts or sales of new service as well.

Leader of a team of 13-14 Customer Service Pros, Advocates, and Technical Support. Responsible for motivating, mentoring, individual team members to drive Verizon Wireless’ metrics and business needs. Additional duties are to evaluate, recognize and encourage talent to career progress within Verizon Wireless’ leadership programs. Day to day operations include monitoring call flow and assigning team members where needed, supporting my associate director and other supervisors with daily flex needs such as customer call backs, and escalated issues concerning business or customer needs, managing team members metrics and providing feedback on a daily and weekly basis with one on one meetings. Perform performance appraisals on a weekly, monthly and quarterly basis. Implement Verizon Wireless core values, established procedures and policies, and maintaining training of employees.

Specialist assigned to support and consult large business customers on products and services beneficial to their company. Responsibilities include monthly analysis of all accounts to insure accurate billing, maintenance of employee liable devices and services, contract compliance with Verizon Wireless and device support for all technical and business related issues. Additional duties include driving e-commerce through self-service site and training of business end users. Month over Month growth of 7% for 6 straight months with my assigned accounts.

Support liaison for Business Sales Representative, Business Account Representative, and Major Account Managers. Responsibilities include order processing, implementations for new and existing customers, employee day phone fairs, My Business Account setup and training for customer and sales team, custom reporting for business analysis and proposals. Special Point of Contact for government channel for University of Washington and Stoel Rives account, responsible for maintaining accounts, providing customer support, arranging for customer to demo products and services and handling billing inquiries and invoicing. Special Market Expert in online customer support setup and implementation responsible for driving online utilization through web portal for sales teams. Additional duties include contract renewals, revenue generation through product enhancements, internal training of sales teams in new products and services as well as online tools.

Processing and reviewing applications for current and new customers as well as businessesSupport for retail channels as well as other departments such as Financial Services and Customer ServicesRisk assessment and approval for new and existing customers to expand their current lines of service. Credit bureau updates and disputes resolution as well.

Daily reporting and account maintenance for our corporate customers, responsibilities include direct activations for field representatives and customer support for business users and national accounts, as well as equipment fulfillment and online activations.Competitive analysis for field representatives and well as post support for new activations.Completed long rotation with training department for startup of new call center in Salt Lake CityAssisted in training and supervision of new call center representativesImplementation of new programs and curriculum, as well as records keeping and continued educationLead on self service enrollment and training for all new and existing customers

Activations for our indirect sales agents, and support for our direct customers.

Direct contact with customers in southwest region, provided maintenance of accounts, assist in complex billing solutions, answered general customer questions, and provide technical support for equipment.