[ Resume ]

Experience

2019- Ops Analyst

Leading customer care insights, workforce management, and supporting new product launches.

2018-2019 Insights Lead

Led the Customer Experience team at Blackbird, 100% Remote. Developed the weekly Customer Experience Insights deck and owned contact reduction efforts.

2015- Managing Director

Building the worlds first travel ecostore, Nomadica helps digital nomads travel well while doing no harm in the process.

2014-2015 Site Portfolio Manager

Led Strategic Ops for the Seller Support division of Amazon Development Centre, SA. The team's core functions were Program Management, Change Management, and Facilities.

2013-2014 Operations Manager

Launched and managed the Seller Support division of Amazon Development Centre, SA. Business grew 400% in the first year and continues to deliver world class service.

2011-2013 Sr. Product Manager

Established and managed the Ops Strategy for migrating Vendor Contact Management from corporate locations in the EU and Far-East to internal CS locations.

2009-2011 Program Manager

Process Improvement Manager for Kindle Direct Publishing Ops. Managed the localization of KDP to German, Spanish, Italian, British, and French markets.

2005-2009 Account Manager

Resolving inquiries from Amazon's Marketplace and CreateSpace Publishing platforms. Promoted to Executive Customer Relations to handle C-Suite inquires.

Key skills

Process Improvement

95%

Customer Service

95%

Operations Management

85%

Mentoring

85%

Communication

90%

Program Management

80%

Product Management

70%

Strategic Planning

80%

Localization

60%

Publishing

65%

Front-End Web Development

50%

Shopify Web Development

55%

Education

2006-2007 Northland College

Field of Study: Surgical Technology

Activities and Societies: Phi Theta Kappa, Philosophy Club

2003-2005 GRCC

Field of Study: Economics

Activities and Societies: Phi Theta Kappa

Awards

Just Do It

The "Just Do It" Award recognizes employees who exemplify two of Amazon's core values: Innovation and Bias for Action.

Op-Excellence

A CreateSpace employee that displays Operational Excellence through agility, flexibility and ownership.