Operations and Customer Experience Leader

Led approximately 20 direct reports in a global organization of roughly 600 employees, supporting security-sensitive customer accounts, fraud prevention, identity verification, and complex account-recovery work. Owned team performance, quality management, development planning, operational problem-solving, and performance expectations.

Improved team quality by 25% while maintaining customer experience, security, accuracy, and policy compliance. Developed and promoted 10 direct reports into leadership roles through structured coaching, mentorship, and development planning.

Built and standardized onboarding resources, support training materials, SOPs, and leadership tools used across teams. Served as a global contact for AWS Support training materials and partnered across functions and regions to improve consistency and readiness.

Automated global hourly reporting and leadership communications to reduce manual effort and improve real-time operational visibility. Managed restricted-access information and sensitive customer situations with discretion and adherence to security requirements; earned an Amazon Ownership Leadership Principle award.

Hired, trained, coached, and developed team members in a fast-paced, high-volume retail environment. Set service and performance expectations and supported daily department operations.

Increased department product sales by 20% within four months and increased in-store digital sales by 10%. Resolved customer issues while maintaining a strong customer-service focus.

Managed team productivity metrics, payroll performance, monthly reporting, employee training, and customer-service issue resolution.

Was promoted after one year and received Leadership Awards in 2011 and 2012 for leadership performance and contributions.

Provided customer service support as a Customer Service Specialist.

Contributed customer-facing service experience as part of additional professional experience.

Provided customer service support as a Customer Service Specialist.

Contributed customer-facing service experience as part of additional professional experience.

Worked as a Buffet Supervisor in an additional hospitality and service leadership role.

Contributed supervisory and customer-service experience as part of additional professional experience.

Worked as a Customer Service Representative in a customer-facing retail environment.

Contributed customer service experience as part of additional professional experience.