Christopher Smith

Experience

• 

  Target

  Oct 2007 - Feb 2010

  Backroom Assistant

  Provided quality minded guests with a premier, well organized customer service experience while performing daily stocking and inventory duties.

• 

  Prepaid Legal Services, Inc

  Jan 2009 - Jan 2012

  Prepaid Legal Business Associate

  A low-cost insurance provider for specific, limited legal services (usually basic, but sometimes specialized) from participating law firms and attorneys at costs considerably less than independently hiring these providers. PPL services may be provided on an "open" basis, with a subscriber selecting specialists relatively freely from a pool of participating providers, or in a "closed" system, in which most or all services are provided to a subscriber by one central law firm. Pre-paid legal plans typically offer, through participating attorneys and law firms, certain affordable civil law and criminal law services to the general public for a fixed, recurring charge. Show less

• 

  Staff Pro

  Jun 2009 - Mar 2010

  Security Officer

  Helped avid fans enjoy their sporting and music events more by providing guidance and information about the event they are attending while ensuring a safe environment

• 

  Andrews International

  Jan 2010 - Oct 2013

  Communication and Escalation Specialist
• 

  Amazon.

  Oct 2013 - Sept 2019

  BUSINESS CONTINUITY ANALYST/SECURITY RISK ANALYST (GSCC)

  • Triaged, coordinated, and facilitated over 4,500 crisis management responses to events that had potential to disrupt operations, associate life safety and company brand• Assisted in restoring critical business processes after a disruption or crisis occurred• Provided access control monitoring services to over 1,300 Amazon locations around the globe• Standardized the incident reporting process by creating an Incident Based Questions template for all current and new Business Continuity Analysts to use when triaging any type of emergency• Coordinated meetings and developed scripts with a media team to develop four informational videos on incident management and reporting processes for all sites throughout the Amazon network• Partnered with the Security Integration Group (SIG) and regional program managers to re-construct critical monitoring and reporting procedures• Maintained and updated Standard Operating Procedures (SOP) Show less

• 

  Amazon

  Sept 2019 - now

  Part of a new department called the Innovations Team. We provide rapid solutions to large-scale, complex challenges impacting our Global Security Operations (GSO) customers. We leverage existing technology and identify creative solutions that can be quickly implemented.• Relentless Customer Obsession – Work backwards from the customer to solve their most complex challenges.• Unique Innovations – Devise creative solutions that mitigate high-impact customer barriers.• Time Management – Invest an equitable amount of time to determine if our creative solutions can be quickly implemented and would be a good fit for the customer.• Open Lines of Communication – Maintain consistent communication with our GSO customers to best identify and alleviate high-level pain points. Show less • Effectively managed and developed a team of 5 managers and 44 analysts • Maintained communication with 3rd party agencies to manage current and future headcount of contingent workers in response to business need• Provided operational oversight and final approval on over 10,000 incidents potentially involving COVID-19 close contacts throughout North American operation sites (2,000+)• Provided oversight of a team within Amazon’s alarm center that conducted alarm monitoring for Amazon facilities globally• Effectively lead a team to meet critical business metrics and goals daily/weekly/monthly• Continuous handling and triage of escalations through e-mail, instant message, and tickets while communicating clearly within a virtual or physical command center environment • Systematically escalated barriers or variances within information to the relevant owners/ teams/managers, according to processes and standards• Maintained communication with multiple business partners and executives throughout the organization to ensure customer satisfaction • Coordinated with international business partners to provide assistance in projects not within the normal scope of operations Show less • Provided approval and guidance on thousands of incidents involving life safety, operational, and branding concerns • Disseminated intelligence reports to potentially impacted Amazon sites globally for large scale events such as natural disasters and/or inclement weather• Effectively provided management oversight of 17 individuals • Maintained payroll and time off requests for all individuals • Conducted 1 on 1's and seek to understand meetings with all individuals • Created and revised processes to include a personal project that reduced alarm volume by 43% • Maintained communication with business leadership of all levels• Conducted 60+ interviews to hire new associates that will improve the business• Assisted with the integration of new computer technologies and provided training to ensure a smooth transition Show less

  • Project Manager II

    Jun 2022 - now

  • CIOPS VIDEO ANALYSIS AND ALARM CENTER MANAGER

    Aug 2020 - Jun 2022

  • BUSINESS CONTINUITY MANAGER/ASSISTANT CRISIS MANAGER (GSOC)

    Sept 2019 - Aug 2020