Jan 2022 – Mar 2026 · 4 yrs 2 mos

• 1. Overlook the Employee Experience program within the global AHS team spanning ~1400 employees across 6 Global Sites
• 2. Develop and execute on strategy for large, complex employee engagement programs, including project management
• 3. Lead needs analysis activities to drive insights that ensure that the experiences we create will best support our employees’ success and engagement
• 4. Lead cross-functional teams to deliver employee experience projects, support the development of team-wide standards for planning and executing on projects
• 5. Identify and track success metrics for employee experience solutions to improve engagement and impact business outcomes
• 6. Build strong working relationships across global stakeholder groups, such as HR, business leaders, as well as frontline employees and managers
• 7. Champion Diversity, Equity and Inclusion and giving back to the community for the global AHS teams
• 8. Promote elimination of process defects in daily work, ensure preparedness ahead of project launches and enable process improvement strategies to enhance employee experience

Aug 2021 – Jan 2022 · 5 mos

• 1. Lead and manage a team of 4-6 AHS Ops Managers and 70-100 AHS specialists; responsible for the overall direction and performance of the teams
• 2. Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets
• 3. Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
• 4. Manage the career growth and development of the AHS team by driving focus on Amazon’s Leadership Principles
• 5. Own and drive operational and business goals/metrics for the team owned
• 6. Set a high-quality bar and continuously reinforce a culture of quality and innovation
• 7. Set high hiring and performance bar, and drive performance management strategy, create mechanisms to measure and benchmark talent at various levels in the function, identify top talent and create leadership pipeline for self and all levels in the team
• 8. Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team

Apr 2021 – Aug 2021 · 4 mos

• 1. Manages behavior and performance 20-25 Account Health Support Specialists through effective 1:1 meetings, coaching, and mentorship; direct line management for the Account Health Support Specialist role
• 2. Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed
• 3. Partners with AHS Program Management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals
• 4. Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
• 5. Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
• 6. Manages multiple high-visibility and complex cross-functional projects, resolving conflicts and assessing the impact of strategic initiatives
• 7. High ability to support, structure and deliver concise, data driven narratives in order to drive priorities; by translating data into compelling stories which connect findings from different sources and synthesize them into one complete picture

Feb 2020 – Apr 2021 · 1 yr 2 mos

• 1. Manages performance and behavior of 15-20 Specialists through effective 1:1 meetings, coaching, and mentorship
• 2. Direct line management for the Specialist role
• 3. Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed
• 4. Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement
• 5. Ensures that Specialists have a clear understanding of the performance and behavior criteria and how it impacts program performance and the overall Seller experience
• 6. Partners with Program Management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals
• 7. Manages schedules, monitors adherence, time-off planning, and attendance
• 8. Participates in daily Kaizen events to identify and implement process improvement change initiatives
• 9. Conducts Seller interaction quality audits and provide coaching to improve performance
• 10. Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
• 11. Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures

Jul 2017 – Feb 2020 · 2 yrs 7 mos

• 1. Responsible for supporting day-to-day operations of Social Media Support Team in India for Indian and Australian Clientele
• 2. Own the progress of direct reports by applying strong management practices of monitoring, analyzing, identifying and resolving performance challenges through preparing and completing action plans
• 3. Lead the implementation of new processes pertaining to current and new marketplaces for Social Media support
• 4. Responsible for weekly reporting and the identification of process defects and service gaps that result in executive escalations and collaborating with global functional teams for resolution
• 5. Own and lead creative team building events, rewards and recognition and other activities that drive high engagement
• 6. Foster an environment of high engagement and embed People Principles and Customer Care tenets within the team
• 7. Responsible for adhering to our organizational brand and communication principles and foster brand development on Social Media channels

Aug 2015 – Jul 2017 · 1 yr 11 mos

• 1. Prepares for customer inquiries by studying products, services, and customer service processes
• 2. Responds to customer queries by understanding; reviewing previous correspondences; gathering and researching information; assembling and forwarding information; verifying customer's understanding of resolution
• 3. Records customer inquiries by documentation of responses in customers' accounts
• 4. Accomplishes customer service and organization mission by completing related results as needed