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Work Background
AmazonMLDA Process Lead
Apr. 2022• Machine Learning Development: Improved the customer service experience by using data, coding, and design tools that anticipated root causes of issues and developed an efficient messaging bot ecosystem (regular and LLM) that provided customer-facing self-service as a single point of truth. Eliminated 80% of 2023-year goal by Q2, through authoring efficient automation workflows. • Data Analysis: Designed and utilized SQL queries for daily database management. Performed daily annotation audits for the United States and Canada markets for identification of root causes for failures or gaps in our customer service tools. Continuously tracked and logged customer trend behaviors using A/B testing methods with Tableau • User Research and Analysis: Deep diving and analyzing customer contacts to identify pain points and work to remove those. • Tool and Report Development: Developed tools using Microsoft Excel and macros to reduce time and effort in creation of weekly reports to stakeholders and leadership. The template created saved approximately 6 hours of work per week and was expanded for use by other teams in the organization.
AmazonQuality Analyst
May. 2019 - Apr. 2022United States• Tool and Report Development: Created a document to record findings of quality inspection results which led to the creation of a macro enabled Microsoft Excel document to easily track the performance of agents, which also allowed for faster delivery of detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements • Expanded Team Support: Developed, designed, and implemented an internal Wiki page to support the quality mission of the team as well as provide a straightforward process to reach the team to perform projects. This included embedded forms for automatic submission of project request and trouble tickets that could otherwise be lost in the queue. • Quality Analysis: Listened to 50+ customer service agent calls per week to ensure adherence to security policy as well as customer service agent well-being. In instances of difficult contacts, recorded the instance for manager review for support of the agent during the manager one-on-one meetings.
AmazonCustomer Service Agent Liaison
Sep. 2016 - May. 2019Georgia, United States• High Volume Issue Notification: Provided notifications to customers facing delivery issues at the onset of any delivery problems. Created and distributed up to 10,000 emails to customers facing issues using internal authoring systems. • Trouble ticket tracking: Reviewed and tracked trouble ticket queue to identify customer facing issues before an increase in contact volume. • Concierge Customer Service: Communicated with leadership, fulfillment centers, carriers, and customers to fill orders for missing food items that the customer was unable to go without. This increased during holiday times while participating in events that would ensure the customer had their holiday Turkey, Ham, or other main course.
AmazonVirtual Customer Service Associate
Sep. 2015 - Sep. 2016Georgia, United States• Proven Efficiency: Sole team member to be moved from temporary position to permanent role and quick promotion to higher level positions. • High Value Item Customer Support: Supported customers ordering high value items with claims, tracking, and refunds. Included communication with carriers. • Service Level Adherence: Met customer call guidelines for service levels, handle time and productivity. • High Volume Contact Customer Service: Provided exceptional support to customers through phone, email, and chat platforms, navigating multiple systems simultaneously while assisting customers, increasing efficiency and reducing handle time. Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Badcock Home Furniture and MoreSales Associate
May. 2014 - Sep. 2015Cartersville, GASales, Customer Service, Accounts Receivable, Cashier, Commission Sales
Spirit of Dance Company, LLCAdministrative Associate
Aug. 2013 - Jul. 2014Cartersville, GAIntroduced Weebly as website platform and continue to maintain the site, introduced Constant Contact into marketing, designed and developed brochures for events including summer camp and annual recital, photographer and editor of 2012/2013 Yearbook. In the office, I perform research, data entry and other administrative duties as required by the owner.
Kennesaw State UniversityAdministrative Associate to Corporate Relations
Aug. 2010 - Nov. 2011
Kennesaw State UniversityDevelopment Coordinator
Aug. 2010 - Apr. 2011
GTM SportswearReceptionist
Jan. 2003 - Jan. 2005
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