At Amazon, I led day-to-day operations for an organization of 120+ employees through team leads, tracking performance against SLA and KPI targets. I set clear goals, developed training plans, and coached team members.
I led root-cause investigations and Quality Events that cut weekly defects by 79.6%, with a $6.07M projected global impact. I also designed a performance dashboard used by 30+ team leads, saving approximately 3,900 hours of manual reporting each year.
I launched a new operations program that exceeded volume targets by 100%+ in its first two weeks and received a 5/5 client satisfaction score. Earlier at Amazon, I managed a frontline team and provided Tier-2 support, including network and Active Directory troubleshooting; I also use Claude and Gemini to design AI-powered reporting and automation workflows.
