Andrew Metry

Experience

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  GreenPath, Inc

  Nov 2005 - Jan 2012

  Call Center Operations, Manager

  Managed and coached teams of up to 47 customer care representatives•Engineered design and implementation of performance management system which produced 100 internal promotions from job level 2 to job levels 3-5 in operations and administrative divisions•Created professional development program for high performers to facilitate accelerated development of core competencies, emotional intelligence and career advancement goal planning •Partnered with Training team to administer new-hire training needs analysis and revamped curriculum; pioneered the construction of 30-60-90 day onboarding process •Collaborated with HR to execute workforce planning and engagement strategy; recruited, screened and interviewed candidates; responsible for evaluating and making 161 selection decisions; completed over 500 interviews•Established talent identification reporting system to develop strategic approach to assess health of the talent pipeline while evaluating demand and supply•Developed reward strategies including incentive, recognition, and employee appreciation programs to increase/maintain employee satisfaction•Workforce management; determined and compiled performance metrics for team members; analyzed call center data including call volume, abandonment rates, talk time and service conversion to identify trends•Assisted Directors with operational strategic planning efforts; determined quarterly and annual goals and reconciled talent management initiatives to align with business objectives •Designed and implemented Knowledge Management system created departmental policies, procedures and work instructions, and collaborated with other department managers to ensure information was published for use by staff•Continuous improvement process; selected by GreenPath’s Leadership Team to be a member of the Continuous Quality Improvement Team (2007-2011)•Department received highest ratings on Gallup Organization’s Employee Engagement and Satisfaction survey during 2009 and 2010 Show less

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  Amazon

  Jan 2012 - Aug 2022

  • Corporate Social Responsibility

    Aug 2020 - Aug 2022

  • People Experience and Technology

    Mar 2019 - Aug 2020

  • Global Leadership Development

    Mar 2016 - Mar 2019

  • Global Staffing and HR Optimization

    May 2014 - Mar 2016

  • Customer Service Operations

    Jan 2012 - May 2014
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  Amazon Web Services (AWS)

  Aug 2022 - now

  Executive Visioning