Aaron Holcomb

Experience

• 

  Amazon

  Sept 2014 - Jan 2024

  Managed escalation queues to assess potential risks to the company by reviewing the customer experience with Amazon branded devices. Worked in an ambiguous environment as one of the organization’s first Sr. Program Specialists and grew the team to 7 members. Headed multiple projects to improve my teams’ quality of work by eliminating waste, developing new tools, and standardizing processes.● Consolidated team procedures to improve case handle times by an average of 14% ● Developed productivity metrics, tracking, and reporting process for the team’s additional work● Mentored new team members to develop strong judgment and critical thinking skills when assessing severity and risk● Audited Sr. Program Specialist cases to determine accuracy and quality of assessments● Created a quarterly auditing/calibration process to ensure consistency across the team● Ensured better user experience by blocking offensive responses on Amazon branded devices● Updated team resources and SOPs for Sr. Program Specialist● Subject matter expert on all procedural processes in my organization Show less Managed teams of up to 20 associates by coaching to KPI metrics, career development, and behavioralissues while guiding individuals to reduce customer frustration, procedural waste, and increasing overallcustomer satisfaction. Responsible for ensuring teams performed at the highest level and met orexceeded metrics on a weekly basis.● Analyzed large data sets on a weekly and monthly basis to determine trends and contact drivers● Drove projects to reduce contacts, eliminate pain points, and improve customer experience● Coordinated with stakeholders to provide operational updates and insight● Managed the Amazon Device org’s escalation process to reduce procedural waste Show less Created and managed processes that provided white glove service to customers with safety concernsrelated to Amazon branded products. Responsible for expanding a 1 man operation to a team of 20 bybuilding new standard operational procedures, trainings, and onboarding processes.● Coordinated with Legal and Engineering business partners to identify potential safety concerns fromcustomers● Managed an intake queue that flagged devices for fault analysis to create a better out-of-boxexperience● Developed resources and training material to onboard new team members● Traveled abroad to train 20 new team members to handle Safety Escalations.● Established a global procedure to improve customer outreach times by 33%.• Standardized a procedure to contact customer service agents to assist in clearing Fault Analysis Tracking System (FATS) queue, thereby contacting customers sooner to have their faulty devices sent back to our engineering lab. • Created a standard operation procedure for the Kindle Taskforce position to provide an easier transition for associates entering the position.• Managed FATS to quickly have flagged devices returned to our engineering lab for fault analysis, therefore creating a better device for customer to have a better out of box experience. Show less

  • Senior Program Specialist

    Apr 2019 - Jan 2024

  • Team Manager

    Nov 2016 - Apr 2019

  • Process Specialist

    Sept 2014 - Nov 2016
• 

  Hanford Mission Integration Solutions

  Jan 2024 - now

  Project Specialist