Andrea User

Led the global Device & Digital Command Center (D2AS), responsible for identifying and resolving customer-facing issues across Amazon’s device and digital services. Refined and optimized a 24/7 “follow-the-sun” support model across India, Ireland, and the US, built internal automation for alert monitoring, and created structured feedback loops with product and engineering teams.

Led internal operations supporting the UK and US Customer Service network for Digital, Device, and Alexa services at Amazon. Oversaw two internal sites in Cape Town and Cebu, while also managing the broader UK customer service network. Successfully bridged cultural and geographic gaps, restoring performance in a low-performing site, and enabling best-practice transfer between teams.

Scaled Amazon’s Cagliari CS site from 286 to over 1,000 employees. Recruited and developed 20+ managers, delivered 100+ hours of Leadership Principles training, and implemented succession planning across all levels. Cultivated a strong organizational culture rooted in customer focus, operational excellence, and continuous improvement, resulting in high engagement and ownership across teams.

Led the end-to-end launch of Amazon’s first CS site in Italy, managing building design, vendor coordination, stakeholder alignment, and hiring strategy. Handled a $20M budget and ensured the site met Amazon’s architectural and operational standards. Presented Amazon’s expansion plan to local authorities, supporting the company’s regional positioning and employment impact.

Led Dell’s CS and sales support team in Italy, managing up to 270 employees. Promoted to Site Director, scaled the operation past 300 staff, and achieved 95%+ CSAT and best-in-Europe First Case Resolution. Pioneered technical phone support that enabled customers to self-disassemble and fix hardware with real-time guidance.

Oversaw a network of 12 outsourced sites across 13 languages and four regions for Device, Digital & Alexa services. Streamlined the network by removing low-efficiency sites, ensured redundancy by geo/language, and introduced structured governance. Managed the full shift to work-from-home during COVID, ensuring continuity and performance.

Managed 10+ client accounts across EMEA, generating up to $20M/year in revenue. Oversaw KPI delivery, financial results, and customer satisfaction across multiple industries. Led a quality improvement plan that increased a client’s score by 53% in five months, and participated in the bid that brought Amazon into Stream’s portfolio.

Managed service delivery across 5 multilingual sites supporting an IT client, with $21M in annual revenue. Ensured 4 out of 5 sites consistently exceeded CSAT targets, with the fifth improving by 7.1% after focused recovery efforts. Owned KPI/SLA compliance across Sweden, Denmark, the Netherlands, Spain, and Italy.

Completed a comprehensive program in Engineering. Gained foundational knowledge and practical skills in various engineering principles.

Completed secondary education with a focus on scientific subjects. Developed a strong foundation in mathematics, physics, and natural sciences.