Experience

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  Phuong thao law firm

  May 2012 - Mar 2014

  Legal assistant

  - Managed day-to-day operations, negotiated and communicated with foreign customers, and accompanied litigation lawyers to court - Drafted documents and letters from existing acquisitions using proper licensing templates- Remotely worked as a representative in the U.S. to provide customer inquiries, case resolution, business strategy, and legal document translation

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  Radisson

  Oct 2015 - Aug 2016

  Front desk agent

  - Supervised the daily operations of the front desk in a full-service hotel with 192 rooms- Maximized revenues by participating in the “Monthly Upgrade/Promotional Sales” campaign, which accounted for 50% of the total revenue for each month for five consecutive months- Proactively motivated associates to ensure an optimal level of quality service and hospitality provided to the hotel customers- Recognized by the Radisson headquarters and customers on the hotel review websites for providing great customer service Show less

• 

  City university of seattle

  Oct 2017 - Mar 2019

  Library assistant

  - Created and implemented seasonal marketing campaigns, increasing books loaned rate by 35% from the previous year- Conducted interlibrary loan transaction through ILLiad CRM system - an operational, collaborative, and analytical CRM system that manages patrons' information, materials inventory, library historical transactions, and library's internal and external relationships- Gathered, analyzed, and evaluated data that supported library performance initiatives using Excel

• 

  Amazon

  Dec 2019 - now

  - Managing customer engagement, product testing, product training, and marketing activities with more than 4,000 attorneys and legal professionals for an internal AI-powered product across the Legal department. Initiating ideas and leading multiple marketing and customer engagement projects to increase product adoption and enhance customer experience. Frequently meeting with customers, including leaders up to associate general counsel level, to follow through their product experience. Achieved the highest customer satisfaction score out of all Legal tech products in Q2 2024. Successfully led a month-long anniversary marketing campaign, resulting in 124 new users with a 23% increase in usage overall. Received awards two years in a row for Legal customer advocacy and maintaining timely delivery with excellent service.- Spearheading office space planning and business operations for Amazon Legal offices in Arlington and NYC with more than 500 employees. Advising strategic plans for business operations pre- and post-opening Amazon Legal HQ2 and NYC offices. Negotiating and working with Amazon facility department to ensure workspace materials are supplied at reasonable costs.- Overseeing company-wide Global Legal Contacts program. Implemented a program site and contact database update which reduced the total administrative time by 50%, reallocated $1.5K in labor cost to other high value projects, and lowered customer requests by 40%.- Mentoring new employees, ensuring they effectively manage and utilize technology when operating their programs, including a successful digitalization of the awards system, saving $2.7K total annual expenditure.- Received Amazon Legal Tech - Leadership Principle Award Q3 2024 & Q2 2023; Amazon Legal Department - Leadership Principle Award - 2H 2023. Show less - Successfully co-led a global Legal correspondence digitization project, saving $16K annual labor cost. Outsourced 75% mail volume to a third-party vendor with a strategic plan for cost allocation. Set up a standard process for other teams to follow.- Managed department-wide onboarding/offboarding program. Identified and addressed long-standing business operations problems for onboarding/offboarding contractors and contingent employees. Produced onboarding training videos to provide an inclusive experience for virtual and non-US hires.- Simplified Legal Awards evaluation process, eliminating a bi-annual hour-long meeting for the General Counsel. Show less - Handled and processed region-wide Legal correspondence program with an average of 12,500 mail pieces annually across physical and digital mail queues.- Trained new Legal hires across North America on a weekly basis and created a more welcoming onboarding experience.- Managed department-wide Legal Awards, resulting in a 20% increase in nominations.- Received Amazon Legal Department - Leadership Principle Award 1H 2020 and Amazon Legal Operations & Corporate Securities - Leadership Principle Award 4/2020 Show less

  • Program Manager II

    Apr 2022 - now

  • Program Manager I

    Feb 2021 - Apr 2022

  • Legal Business Operations Assistant

    Dec 2019 - Feb 2021