Lauren N.

Experience

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  YMCA

  Jun 2010 - May 2015

  Front Desk Receptionist

  • Provided exceptional customer service by acting as the initial point of contact and spokesperson for the establishment• Conducted daily administrative procedures which included utilizing quick sign-in software to increase customer satisfaction• Marketed various products and classes to the facility’s customers

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  Altria

  Jan 2014 - Dec 2014

  Altria Leadership Development Program (ALDP)

  • Pooled resources with students and company representatives to address issues present in today’s business world• Analyzed and solved various real-life corporate scenarios with educated reasoning developed in the program• Strengthened leadership skills in order to improve, implement, and evaluate common professional situations

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  The Dow Chemical Company

  Jun 2014 - Jul 2014

  Finance C&IS Intern

  • Collaborated with the 7 person finance team to refurbish the department’s global rebate process• Extracted data from the accounting manual and excel documents with pivot tables and charts to fabricate a new process• Presented the spreadsheet which calculated each company’s rebate amount to the global finance directors

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  National Association of Black Accountants (NABA)

  May 2015 - Apr 2016

  President

  • Created agendas for the 6 person executive board to carry out our mission and strategic plan• Led bi-weekly general body meetings with over 20 active members in attendance• Planned and execute company events and professional workshops to promote academic and professional excellence

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  Abington Memorial Hospital

  Jun 2015 - Jul 2015

  Business Development Co-Op

  • Worked alongside the Chief Operating Officer to understand how daily hospital administration tasks were carried out• Dissected market share data to interpret consumer preferences and behavior in the hospital’s primary service area• Conducted research for the first step of the strategic planning process by gathering information and creating a competitive analysis on 5 hospital competitors• Presented on the steps of the business development process used in the hospital to create or grow opportunities Show less

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  Amazon

  Jun 2016 - now

  Lead North American Learning, Quality and Voice of the Customer (VOC) programs for the Relay Operations Center (ROC) Tech team within Amazon Transportation Services (ATS)▪ Develop strategic processes and influence design of training solutions based on performance trends, quality audit results, escalations and customer feedback for over 500 Tier III associates and Level 4 through 7 leaders▪ Manage a team of 3 Program Managers responsible for owning strategic, tactical, cross functional and technology projects and programs for ATS ROC spanning teams in North America, Europe and India▪ Establish and maintain a monthly guide for Diversity, Equity and Inclusion (DEI) education and facilitate events for hourly associates and salaried leaders in the Surface Transportation organization Show less Led a team of 4 Operations Managers, 16 Area Managers, 24 Process Assistants and 1,000 Outbound associates running a 24/7 operation while prioritizing safety, quality, cost and customer experience for associates and leaders▪ Conducted short- and long-term labor planning for Outbound operations and tracked execution to meet customer promise while driving continuous improvement efforts that minimized cost and waste to maximize operational efficiency▪ Completed process improvement initiatives including strategically crafted and placed scanner equipment walls for Pick and Ship Dock, cordless ring scanners in Pack and updated station set ups in manual sortation areas for Pack and Ship which resulted in 2 TPH improvement YoY, over 10% volume increase and overall reduction in BMI metrics▪ Revamped Ship Dock critical role staffing and standard work expectations by creating and introducing macro enabled spreadsheets to identify and correct defects in real time which resulted in a 1.38% improvement in overall DEA performance, 32% YoY reduction in Re-Slam and 68% YoY for Rolled Freight, two Post-Slam customer facing metrics▪ Led DEI efforts for ACY2 by standing up and overseeing 7 Affinity Groups for Tier I associates through Level 7 leaders at the site alongside acting as a regional board member for Women in Non-Sorts (WiNS) and BEN Central NJ Show less Led a team of 14 direct reports overseeing the Learning and Quality teams responsible for all onboarding and training in addition to Inventory Control and Quality Assurance (ICQA) for the Traditional Non-Sort site, ACY2▪ Responsible for driving a 35% reduction for Inbound, Outbound and ICQA First Pass Yield (FPY) metrics in addition to a 58.32% reduction in Inventory Record Defect Rate (IRDR), the primary inventory health indicator with process owned in the ICQA department, by implementing improved standard work and audit criteria to track performance▪ Piloted Virtual Reality PIT training which resulted in a 4% YoY decrease in new hire PIT events along with yielding a network cost savings of $795k, a 63% YoY cost saving in training costs, after hiring over 2k associates across 10 sites▪ Partnered with Regional and Network learning teams to revamp and train over 200 salaried leaders in Amazon Operations Academy (AOA) in an effort to improve the onboarding experience and reduce learning curve in operations Show less

  • Principal Program Manager, ATS-ROC

    Aug 2022 - now

  • Senior Manager, Operations

    Mar 2021 - Aug 2022

  • Learning & Quality Operations Manager

    Jun 2020 - Apr 2021

  • Manager III, Operations

    May 2019 - Jun 2020

  • Manager II, Operations

    Jun 2018 - May 2019

  • Manager I, Operations

    Jun 2016 - May 2018