At Amazon, I facilitate Customer Contact Listening sessions and Senior Leader Workshops, turning customer feedback into product and customer experience improvements. One workshop action item reduced annual product returns by $260,000 and protected $13.5 million in sales.
I analyze customer phone audio, chat transcripts, social media, and product reviews to identify trends for product leaders. I also deliver quarterly workshops for Global Outsourcing executives and create training materials, including videos and updated SOPs.
Earlier, at WORLDMARK BY WYNDHAM, I supervised Owner Care operations and helped improve customer satisfaction survey scores to over 90% through training. At WYNDHAM DESTINATIONS, I analyzed sales recordings for compliance and created a template library to improve report process efficiency.
