* Acted as an authority and escalation point for CS Agents by answering questions, pointing them to the correct resources, and taking escalated customer calls. * Provided mentoring to CS Agents to encourage consistent improvement. * Drove performance and process improvement by analyzing metrics and customer contacts, and through participation in multiple Lean/Six Sigma projects. * Identified and reported technical issues to ensure timely resolution and minimal customer impact. * Traveled to co-sourcer site in Jamaica to assist with a new service launch in Aug-Sep 2009. * Assisted with launch of co-sourcer site in Quezon City, Philippines during Aug-Sep 2010. Show less

* Compiled detailed weekly reports for CS Leadership indicating site’s quality metric trends. * Provided CS Leadership with feedback and coaching opportunities for individual CS Agents. * Traveled to Manila, Philippines in 2006 to assist with the launch of a new CS site. * Worked closely with leadership and Quality teams at co-source sites in the Philippines and Canada to identify and address quality and training concerns. * Acted as Global Outsourcing liaison on location in Clark, Philippines in Nov-Dec 2008. Show less

* Responsible for the day to day operations of the restaurant, including the engagement of employees and the satisfaction of all guests. * Scheduled and supervised a staff of 40, including servers, bartenders, hosts, and kitchen staff. * Ensured the quality of the food and service through consistent interaction with customers. * Addressed and resolved escalated customer complaints. * Managed daily cash flow and financial reporting.

* Handled escalated contacts about customer accounts and banking products while providing guidance and assistance to Customer Service Agents. * Made balanced decisions that were in the best interest of the company and their customers. * Recognized with multiple awards for excellent customer skills. * Worked regularly as a trainer and coach for new employees.

* Responsibility of managing a team of 20-40 Customer Service Associates and Customer Service Leads. * Create coaching plans and provide proactive and reactive mentoring to drive quality and performance improvement of CS Associates. * Solve complex customer service issues and proactively head off negative service trends. * Develop, analyze and improve of new strategies, procedures and standards to drive consistency throughout the CS network. * Manage site service levels as well as staffing and scheduling needs. * Responsible for onboarding and mentoring new management staff. * Relocated from Grand Forks, ND to Lexington, KY in 2012 to launch Amazon's newest call center. * Interviewed and hired much of the initial CS team. * Supported site growth from ~150 CSAs to 900+ over the course of 2013.

Improving the airport customer service experience, hanging out with airplanes, and jetting off to random cities for lunch.