Experience

• 

  Amazon

  Apr 2016 - now

  Dynamic and accomplished operations leader with a proven track record of effectively managing large teams and driving successful delivery across multiple geographies. Skilled in overseeing diverse contact channels, ensuring SLA compliance, and handling millions of customer contacts annually. Adept at representing team performance in high-level business reviews and establishing performance goals for employees. Expertise in developing efficient workflows, managing escalations, and delegating workload strategically. Consistently deliver exceptional quality and compliance standards through routine inspections and constructive feedback. Excel in building strong stakeholder relationships and leveraging data-driven insights to identify areas for improvement. Strong recruitment and hiring capabilities, ensuring the right talent for operational excellence. Committed to delivering results and implementing initiatives that drive business success. Show less Effectively manage operational services, including floor management, transition management, and ensuring SLA compliance. Developing and empowering teams through coaching, training, and skill building initiatives. Conduct accurate and timely analysis of daily, weekly, and monthly performance reports, providing valuable insights for overall business unit improvement. Developing strategies and driving initiatives to enhance overall customer experience. Maintain strong relationships with key stakeholders, ensuring successful operational performance. Show less

  • Program Manager II

    Jun 2024 - now

  • Manager II

    Sept 2022 - Jul 2024

  • Team Manager - Virtual and B&M operations

    Aug 2019 - Aug 2022

  • Senior Associate/Customer Resolution Specialist

    Apr 2016 - Aug 2019