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Work Background
Amazon.com, Inc.Executive Quality Assurance Analyst
Nov. 2020● Assess Specialist contact handling to ensure consistent quality, high standards and to confirm security standards are met.
● Ensure Phone First policies are being used consistently to create a better experience for customers.
● Provide Specialists with actionable opportunities within the space to protect the Customer/Driver experience.
● Identify trends and knowledge gaps within SDS EXR (Shipping and Delivery Services Executive Customer and Driver Relations).
● Provide education and supplementary training based on identified knowledge gaps and trends.
● Improve Customer, Driver and Specialist experience.
● Provide insights to leadership and other internal business teams as identified.
● Work with stakeholders to close any experience and process gaps for optimal experience.
● Built the team and work we do since the inception of QA as a pilot project and through fruition into an international team, supporting 1000+ specialists Globally.
Amazon.com, Inc.Specialist
Oct. 2019 - Nov. 2020● Investigate driver and customer escalations under the SDS and CAP scope.
● Deep dive into primary and secondary root causes to provide resolution for our customer and proper escalations internally.
● Work with stakeholders to appropriately address discovered defects or issues.
● Frequent use of judgment outside of SOP in the best interest of our customers, drivers, and company.
● Contribute to process improvements and creation through KC, Gembas, projects, and stretch roles
● Participated in the pilot of NA SDS ECR Specialists supporting back up to our UK counterparts.
● Became part of the dedicated UK SDS ECR support team.
● Trained in SDS EDR back up at the start of COVID-19 pandemic, and continued to support this team in a back-up capacity on an as-needed basis.
● Editor and contributor on the bi-weekly SDS EXR Newsletter (August 2020 - November 2020).
● Performed SDS ECR Scrub team duties in the queues (September 2020 - November 2020).
● Support my peers and Leadership in their projects and deep dives, and remain available for daily obstacles they may face.
● Enroll and take CSLT&D courses offered in an ongoing capacity.
Amazon.com, Inc.Customer Service Representative
Oct. 2016 - Oct. 2019● Innovatively assist customers, offering resolutions that exhibit customer obsession.
● Take ownership in each customer contact in order to provide the optimum experience efficiently and frugally.
● Communicate with customers clearly, providing information and actions addressing the customers’ immediate need as well as educating them for the proper and ideal ongoing expectations and experience.
● Interacting with and supporting my team members daily in team chat and individual chats.
● Reviewing current processes and being proactive in suggesting process improvement for a better experience for both the customers and Amazon employees.
● Following contact tenets closely, viewing each day as day one.
● Support my team with encouragement and guidance.
● Review contact feedback, looking for opportunities for improvement in process and in the customer service I provided.
● Working to achieve and surpass metrics goals, keeping in mind my personal performance and that of my team as a whole.
● Communicate with staff, Military, and service members throughout the event.
● Moved from retail customer service agent into Concessions Abuse Prevention Specialty (CAP); thriving in CAP, upholding customer obsession while re-educating and rehabilitating our customers for the proper experience and protecting the company from ongoing abuse trends.
● Striving for continued personal growth within the company.
Ornamental Plaster, Inc /Sustain PlasterExecutive Director
Dec. 2014 - Oct. 2016· Establishing and maintaining all record keeping for internal employees, subcontractors, General Contractors, and all jobs.
· Uniquely marketed the business at trade shows and to the target markets.
· Moving from the contractor side of the business to start the non-profit venture and innovatively taking the vision of the principals of the contractor side of the business and bringing it to reality.
· Working with the principals on the business to define the mission and function for the non-profit vision.
· Took ownership of creating and maintaining all marketing, business, and outreach aspects to launch the non-profit.
Lightning Pet ServicesOwner
Oct. 2013 - Dec. 2015· Working with my business partner I started and have operated a pet sitting and dog walking business
· Through my entrepreneurial drive and previous work experience combined with my passion for animals to market my business and build a loyal customer base.
· I built strong relationships with both the owners and the animals that I care for.
· Maintain an accounting system for our business tracking of the marketing efforts and expenses for the business.
Docs HealthEvent Manager
Jan. 2013● Work with the assigned Military Officer as a civilian contractor for the Department of Defense with all military components.
● Travel to the Military location and coordinate with the Military Officers in charge and plan, setup, complete, and break down the dental and medical stations for each unique event.
· Get each soldier checked out of all stations, which entails the following:
· Locate soldier in the proprietary software to input what has been completed for that soldier during the event (x-rays, exam, dental treatment)
· Review soldier data from the event day and ensure that it is completed and data entry is entered and submitted into the military’s records systems.
· Making sure each soldier is classified as deployable prior to checking out of the readiness event.
● Work with service components officers to ensure that any soldier needing additional dental or medical readiness is seen within the parameters of the Federal RHRP contract.
● When all soldiers are checked out of the event I review the documentation and take ownership over making sure every service member’s paperwork has been scanned prior to leaving the event; Data is done live through completion of the Readiness event.
● Oversee the breakdown of all stations, making sure all soldier documentation, company equipment, computers, and everything that was set up is broken down and packed up properly to go back to the warehouse.
● Provide travel information to Corporate with flight and car rental information prior to each event, as needed.
Young Adjustment Company, Inc.Administrative Assistant
Nov. 2010 - May. 2013· Work as the direct assistant to the department head of the physical inventory department in a public adjustment firm.
· In charge of transcribing the inventories taken by the inventory specialists in the field from our client’s losses and formatting the claims for submission to the insurance company once priced by our in-house specialist.
· Maintain Electronic Copies of Client Files
· Maintain Physical Copies of Client Files
· Correspond Directly with Clients, Insurance Company, and Insurance Adjusters
· Order Office Supplies and Coffee Supply
· Perform all basic Administrative Duties for Department head – scheduling, correspondence, and filing.
Centre for DentistryOffice Manager
May. 2009 - Aug. 2009· Working in two new start-up offices as Co-Office Manager with short-term goal of having full-time patient schedules in each individual location.
· Oversee daily functions including but not limited to patient registration, patient treatment planning, patient checkout, patient scheduling for optimal production by provider, closing out daily collections, reviewing patient charts for accurate documentation and patient transactions.
· Assist in creating and implementing extensive reports for daily, weekly, and monthly use to report to a group of five business owners.
· Maintain employment listings and assist and interview and hiring process for Dental Assistant, Treatment/Insurance Coordinator, Dental Hygienist, and Associate Doctor.
· Responsible for setting daily and monthly goals and managing each day in order to reach these goals.
· Oversee staff schedule. Address all patient and employee incidents accordingly.
· Ensure that all functions have the ideal outcome of optimal patient experience.
· Contribute to a professional environment in a modern full service dental practice in all capacities.
Plymouth Meeting Family DentalDental Receptionist
Sep. 2007 - May. 2009· Began working part time at the office as receptionist in September 2007 and began working full time in March 2008.
· Post all mailed in payments, both insurance company payments and patient personal payments.
· Prepare treatment plans for patients with and without dental insurance. Reviewed the financial breakdown with patients for their treatment.
· Set up daily reports process for production and collections to be used and reviewed by the office manager and doctors.
· Review breakdown of individual patient accounts for proper postings and finances.
· Organize the front desk area after staff change over.
· Answer phones.
· Manage five doctors’ schedules and four hygienists. Make appointments for all dental care providers in the office.
· Provide continual training for our computer program to other employees based on my experience and direct training by the Kodak company.
· Administrative care for and on behalf of the patients.
· Maintain supplies for the office.
· Work with the insurance companies for patient benefits and claims.
· Prepare new patient packets for mail out and new patient charts at time of appointment.
AmazonQuality Assurance Specialist
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