Susan Pike Email and Phone Number

Responsible for the customization and delivery of development programs globally. Support curriculum investigation and design, execution of development programs, document writing, and stakeholder management. Areas of Strength demonstrated for this role:• The ability to understand business goals and talent gaps to recommend new approaches, better processes or programming to effect continual improvements in business objectives, productivity and development of business leaders within the company• A true hands-on approach as well as the ability to successfully monitor the pulse of the business and stakeholders to ensure a high level of employee engagement• Experience with rapid and complex changing work environment• Strong solution focus and comfortable working in an environment which demands strong deliverables along with the ability to identify problems and drive appropriate solutions• The ability to manage multiple priorities simultaneously - orientated on results• Bias for action, strong work ethic, and desire to achieve excellence• Success in creating and driving effective development, learning, retention and reward programs

Lead an inbound and outbound operation, across multiple shifts within an Amazon Sort Center and Customer Returns Facility.• Responsible for staffing, leading, developing, and engaging a team of exceptional talent that made success and innovation possible• Focused on motivating, mentoring, and coaching the team to become the best leaders they can be. • Amazon Operations managers such as myself are creative problem solvers who are able to dream in immense scale, interpret big data, and deliver meaningful results that keenly drive productivity and efficiency.

Manage 35-70 associates for the New York State Smokers' Quitline. • Supervising and coordinating staff schedules, work assignments and necessary corrective actions.• Monitoring of call volumes by running daily, weekly and monthly productivity reports.• Facilitating and creating all trainings materials and quality assurance measures• Act as a liaison for all computer/ IT and phone technology issues• Maintain inventory levels, handling lost shipments and reimbursements with freight companies• Development of annual budget, review and analyze productivities to ensure Service Level Agreements (SLA’s) are met on a daily, monthly and quarterly basis directly effecting the renewal of our grant; development and implementation of policy and procedure.

Re-imagined an outdated call center and restructured to meet customer and employee expectations, improving poor attendance and turnover rates.• Created a positive working environment by developing a culture of accountability and pride with a robust employee appreciation program • Utilized reporting available for the phone systems to ensure department was effectively but not overly staffed to handle the increased volume of phone calls. • Monitor workflow and productivity- ensuring all Independent Medical Exam (IME) referrals were traveling efficiently through the Customer Service Department from start to finish• Provided constructive growth feedback to associates during bi-weekly 1:1 conversation or as needed.• Conducted deep dive investigations for process improvement initiatives • Audited work product to maintain compliance with all Workers Compensation Laws

My duties included the supervision of the day-to-day activity of 10-15 staff members, administering their quarterly and annual performance appraisals, and ensuring that the department was in full compliance with vendor expectations by keeping my staff members current on upcoming developments. Analyzed productivity reports to adjust staffing as needed. Orchestrated product launches to include product allocation, warehouse communication, order management and tracking. Acted as a the Assistant Program Manager to ensure all contract metrics were met daily. Maintained daily and monthly service level reporting that was directly related to monetary reward. Worked in tandem with all departments on joint projects and worked with all levels of management in various capacities.

My duties included analysis of financial annual and quarterly reports, reporting any corrections or misprints to immediate Senior Manager. Maintained an open line of communication through daily interface with Hong Kong, via e-mail. Responsible for analyzing their daily data, quarterly and annual reports. I performed research, made recommendations and reported the findings to the Senior Manager for approval.

My duties included Metro-Teller facilities, issuance of public assistance monies and food stamps, performed customer services including: refunds, exchanges, bottle returns, lotto, multi-line phone use, assist in problem solving and general information assistance. Responsibilities included opening and closing service desk. Balancing cash drawers to include cashier drawers, Metro-Teller, lotto and public assistance drawer. In the evening and on holidays supervised service desk in absence of manager. Reconciled customer and/ or employee grievances.TRAINING COORDINATOR. Created material to enhance and update learning of current employees. Oriented all new hires: made them aware of all Wegman's policies and procedures, introduced them to the chain of command. Created new hire mate4rial to help in training of all new cashiers. Scheduled classes for all sessions. Analyzed current training needs, made recommendations to supervisors that were often accepted as Wegman's policy.