Danielle R.

Experience

• 

  Dell

  Nov 2008 - Feb 2014

  • Ensured daily sales calls and sessions were handled according to quality standards• Supported ten sales teams of two different segments in order to meet or exceed the quality score goals• Trained more than 60 new hires and provided refresh trainings on sales quality for 150 current employees• Led weekly meetings with sales managers and supervisors in order to increase accuracy of the evaluation score and effectiveness of the evaluation • Organized weekly meetings with third party auditors to provide feedback on their performance and align any changes related to quality evaluation process• Analyzed and presented sales quality results to the senior sales managers on a weekly base• Led four projects related to customer experience for consumer and small business, including Mystery Shopper, Net Promoter Score, Customer Satisfaction and Customer Experience focus group• Simplified the sales quality script for consumer inbound calls, resulting into a reduction of the average talking time by 1:30 minute per call and per sales representative Show less

  • Customer Experience Program Manager

    May 2013 - Feb 2014

  • Sales Trainer

    Jan 2013 - Apr 2013

  • Sales Coach

    Jul 2010 - Jan 2013

  • Resolution Specialist

    Nov 2009 - Jun 2010

  • Inside Sales Representative

    Nov 2008 - Oct 2009
• 

  ESMT Berlin

  Jan 2015 - Dec 2015

  Full-time MBA Candidate

  MBA Student at ESMT, a leading international business school based in Berlin, Germany. Ranked the best MBA program in Germany and 7ᵀᴴ best in Europe by The Economist (2014 Ranking).

• 

  Amazon

  Apr 2016 - now

  I'm currently leading the capacity maximisation program at Amazon Logistics in Europe. The program has the goal of maximising capacity in existing delivery stations across the network, with the goal of deferring new building launches to solve for Peak volume and reducing fixed costs. Within this program I'm managing a CAPEX budget of approx. $33MM, with a $96MM cost savings entitlement.- Successfully developed the concept and supported the launch of the first capacity lever in Q4 2023 in two delivery stations in Germany, and supported the expansion of this lever to additional six delivery stations in Peak ’24. This lever adds 10-15% of single cycle sortation capacity per Delivery Station, bringing on avg. $280k Last-Mile cost savings per 'Peak Season' per DS by avoiding multi-cycle operations. - Developed new concepts from scratch and approved $4MM CAPEX for piloting two capacity levers in Q4 2024: Mezzanine Finger and Portable Micro Delivery Station (PMDS). Both projects being immensely challenging both from a design and execution perspective and requiring approval and buy-in from more than ten different organizations within AMZL EU.- Leading a key strategic program for AMZL EU which aims to define the future design of our Delivery Stations Worldwide Show less Managed the expansion of ATS ROC Operations from Luton UK to Barcelona ES, where I initially launched Barcelona (BCN1) as temp. location, hiring 44 L3's (temporary contracts) as a pilot in Q4 2018 and later, after a successful pilot, launched BCN1 as a permanent location for ATS LH Operations in Q2 2019 with the conversion of 44 temporary employees to permanent positions. I expanded my scope to become a manager of managers, expanding my organization to reach a total of 125 employees in Q4 2019;Promoted 18 individual contributors across different levels in ATS (13 from L3 to L4, 4 from L4 to L5 and 1 from L5 to L6); coached and developed one L5 and two L6's in AMZL L&E, facilitating their on-boarding and ramping in the role. Show less Leading the Inbound transportation frontline 24x7 operations team for Europe, responsible for: • Improving our customer's (vendors & sellers) experience shipping their goods to Amazon, by making it frustration free • Optimizing Inbound freight planning for Europe in a way that maximizes efficiency of inbound flows • Leading an org. of +80 transportation specialists responsible for planning +10k inbound trucks per week in Amazon European network• Providing a reliable 24x7 operation to help vendors, carriers, FCs and 3PLs resolve any transportation issue Show less Leading transportation operations for four marketplaces in Europe (amazon.de, amazon.es, amazon.it, amazon.fr), managing a structure of +45 transportation specialists based in UK and India. My main goal is to ensure parcels are delivered on time to Amazon customers by mitigating the impact of operational problems in the network. My responsibilities included:• Managing and driving improvement of delivery performance for 45 nodes and 635 lanes across 26 Fulfillment Centers and 3PLs• Managing, coaching and developing a team of +45 transportation specialists• Delivering a fast and reliable 24x7 operations for 26 Fulfillment Centers and 3PLs across Europe• Resolving on average 6k transportation problems per week• Sourcing on average 500 additional transportation capacity per week• Managing a pool of 2k transportation assets, ensuring continuous operations in Middle Europe network• Leading business critical projects and delivering results in a fast-paced environment for the biggest and most complex transportation network in Europe • Managing inter Fulfillment Centers line haul, indirect and direct Injection line haul connections to the highest degree of cost effectiveness and reliability• Developing the transportation network by identifying and implementing new opportunities for cost reduction and customer experience improvements (for both national and international connections). • Managing business relationships with carriers spanning resolution of operational issues • Developing cross-functional cooperation with the Supply Chain, Finance, Fulfillment Centers and the Retail organization to determine future demand for Transportation resources.• Ensuring up to date and accurate reports and analysis are available and maintained• Resolving complex issues in a creative and effective way. Show less

  • Senior Program Manager - Capacity Maximization, AMZL EU

    Jun 2022 - now

  • Senior Manager - Launch & Expansion, AMZL EU

    Apr 2020 - Jun 2022

  • Regional Operations Manager - South Europe, ATS EU

    Jun 2019 - Mar 2020

  • Operations Manager Europe, ATS EU

    May 2018 - Jun 2019

  • Operations Manager South and Middle Europe, ATS EU

    Apr 2016 - May 2018