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Work Background
Charleston Tree Experts - SavATreeArborist Assistant
Mar. 2025Johns Island, South Carolina, United States⬧Provide comprehensive administrative and operational support, including managing outbound sales calls and maintaining multiple sales calendars to ensure efficient scheduling.
⬧Deliver exceptional customer service by handling inbound calls, processing payments, and building strong client relationships to promote repeat business.
⬧Accurately maintain customer databases, completed essential paperwork, and ensure timely documentation for seamless office operations.
Kindle Direct PublishingProgram Manager II
Jan. 2020 - Aug. 2024Charleston, South Carolina, United States• Creating, implementing, and managing brand protection program due to increasing volume of content/copyright infringement. The program’s success led to the removal of over 100,000 infringing titles during the first 6 months.
• Developing automated tools to reduce infringement, which so far, has led to the removal of over 500,000 infringing titles.
• Creating/implementing brand enforcement specifically for public figures leading to removal of 20,000 titles in first 6 months.
• Resolving multiple high-level risk escalations with authors, publishing companies and brand owners. • Developing key strategic relationships with large companies and providing improved protection from infringement.
• Utilizing multiple PM tools to keep key stakeholders informed and involved, such as weekly Flash Reports, project plans, project briefs, work-back plans and participating in weekly and monthly business reviews. • Writing formal proposals for recommending program/project improvements and increasing infringement detection. • Exceeded goals on an average of 50% for more than 12 months by consistently hitting Key Performance Indicators (KPIs).
AmazonExecutive Customer Relations (ECR) Team Manager
Sep. 2017 - Jan. 2020North Charleston, South Carolina, United States• Effectively managed a group of 10 – 12 global ECR Specialists (Cape Town, San Jose, India, and Charleston), who resolved escalations, investigated/identified root causes, and developed/implemented long-term solutions to customer pain points. • Worked with teams on career development, goals, creating performance improvement plans, and holding regular one on one meetings with each employee as well as leading weekly team meetings. Helped 5 specialists advance to the next level.
• Resolved multiple high-level VP level escalations via e-mail and phone calls. • Used Six Sigma business strategies for evaluating/updating current processes, creating new processes, making language updates, and driving significant improvements.
• Consistently exceeded monthly quality and productivity goals by an average of 20%.
AmazonCustomer Service Team Lead
Apr. 2014 - Sep. 2017North Charleston, South Carolina, United States• Exceeded weekly quality and productivity goals by an average of 18%.
• Familiarized myself with policies, procedures, tools so peers relied on me as a subject matter expert.
• Exhibited strong leadership skills that ultimately prepared me for my next role.
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