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Work Background
DHL - Intel Contractor Construction Logistics Program Manager
Jan. 2024Chandler, Arizona, United States• Spearheaded product ideation and development processes by analyzing client feedback and operational data, identifying opportunities for process improvements that increased operational efficiency by 20%.
• Collaborated across departments to drive innovation in product delivery and customer experience, ensuring alignment with strategic business initiatives.
• Maintained and owned process documentation, including member journey maps, standard operating procedures, and knowledge base libraries, ensuring alignment with best practices.
Amazon Business Senior Program Manager
May. 2021 - Mar. 2023Tempe, Arizona, United States• Conducted deep analysis of customer feedback to identify trends and areas for improvement, driving key projects aimed at reducing customer friction and improving agent efficiency by 15%.
• Played a key role in customer outreach, consolidating feedback and leading focus groups to gain deeper insights into customer experiences, improving customer retention rates by 10%.
• Developed closed-loop training materials for customer success teams, ensuring they had the tools and knowledge to enhance customer interactions and resolve issues efficiently.
• Managed and maintained a repository of granular customer feedback, performing analysis to ensure the effectiveness of data collection and driving adjustments where needed.
AmazonSenior Program Manager (Former Senior Tax Analyst)
Mar. 2014 - May. 2021Seattle, WA• Owned the product lifecycle for tax automation solutions, collaborating with engineering, product design, and customer support teams to optimize user experiences and improve business outcomes.
• Utilized data analysis to identify inefficiencies and optimize workflows, reducing agent error rates by 18% and improving overall accuracy.
• Oversaw the development of customer experience improvement roadmaps, leveraging both customer feedback and internal performance metrics to influence product and service enhancements.
• Worked cross functionally with internal teams to align outreach strategies with company objectives, ensuring customer and employee feedback was incorporated into process improvements.
AmazonCustomer Service Specialist
Feb. 2014 - Sep. 2014Seattle, Washington, United States• Responsible for handling calls within a high-volume call center from new existing customers regarding a variety of requests using knowledge of products services as well as great customer service skills. • Served as a primary customer advocate in solving escalated customer service issues by coordinating and ensuring issue resolution with the leadership teams. • Continuous individual top performer with 90% average of customer satisfaction rating meeting and exceeding set call center performance goals. • Worked with various departments within the company listening to calls to identify pain points and customer frustration through VOC. • Created and ran a highly effective and innovative training program for new hires.
Little Blue Box ProductionsOwner
Oct. 2012 - Apr. 2021Washington, United StatesLittle Blue Box Productions is a Seattle event planning company that offers you a stress free affair - whether you need help planning the entire party or just someone for the day of, we can be there for you every step of the way.
The Capitol ClubSmall Business Owner
Jan. 2007 - Oct. 2013Seattle, Washington, United StatesDeveloped and executed a unique concept and menu that resonated with discerning diners and generated repeat business.
Oversaw all aspects of operations, including budgeting, financial management, inventory control, and quality assurance.
Built and led a team of dedicated staff, providing training, guidance, and motivation to deliver exceptional customer service.
Cultivated relationships with local suppliers and vendors to ensure the highest quality ingredients and products.
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