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Eric Healy

@erichealy

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Results-driven senior operations leader with a focus on optimization.

Ireland

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What I'm looking for

I am looking for a role that challenges me to optimize operations and lead high-performance teams while fostering a culture of innovation and continuous improvement.

I am a results-driven senior operations leader with over 10 years of experience at Amazon and Capita. My expertise lies in transforming global business operations, driving multimillion-dollar cost savings, and implementing data-driven solutions. I have a proven track record of scaling teams and optimizing processes, achieving remarkable efficiency gains of up to 72%.

Throughout my career, I have spearheaded initiatives that led to significant cost reductions and performance improvements. For instance, I optimized headcount and resource allocation, resulting in over $1.3 million in annual savings while enhancing service levels from 90.3% to 98.34%. My commitment to innovation is evident in my successful launch of an AI-driven fraud detection system, which improved pattern identification by 327% and reduced losses significantly.

I thrive in fast-paced environments and am passionate about developing high-performance teams. My leadership has not only increased operational efficiency but also fostered a culture of continuous improvement and career growth among team members. I am excited to bring my expertise in operational transformation and team development to new challenges.

Experience

Work history, roles, and key accomplishments

Current

Risk Operations / Program Manager

Current

Amazon

Jan 2024 - Present (1 year 6 months)

Slashed seller support wait times by 72% (36min

10min) by redesigning staffing models and introducing real-time performance dashboards with semi automation. Spearheaded a new fraud detection system, improving suspicious pattern identification by 327% and reducing escalations by 96%.

Fraud Detection Risk Mitigation Cost Optimization Team Leadership Program Management Data Analysis Process Improvement Strategic Planning

Operations Manager

Amazon

Apr 2022 - Present (3 years 3 months)

Reduced seller onboarding time from 132 days to 90 days by implementing a repeat contact management framework. Launched a web-based Q&A tool for 4,000+ investigators, cutting inquiry resolution time by 44%.

Director Escalations Project Management Stakeholder Management Operational Management Data Analysis Problem Solving

Advisor Manager

Amazon

Sep 2020 - Present (4 years 10 months)

Introduced shrinkage models and optimized dialling rotas, improving team efficiency by 22%. Managed cost centres with no dedicated workforce team, reducing operational waste by 15%.

Performance Improvement Forecasting Workforce Planning Cost Management Team Management Data Analysis Process Optimization Resource Allocation Reporting

Operations Manager

Capita Customer Solution BPO

Apr 2013 - Present (12 years 3 months)

Served as the primary liaison for government contracts, ensuring 100% SLA compliance in regulated environments. Built and launched Ireland’s COVID-19 Hotline in 3 days, achieving 96.3% SLA (vs. 95% target).

Client Management Stakeholder Management BPO Call Centre Setup Cloud Migration AWS Project Management SLA Government Contracting Team Leadership Operational Management

Education

Degrees, certifications, and relevant coursework

Ongoing Education

AWS Cloud Practitioner, Cloud Computing

Currently pursuing certification as an AWS Cloud Practitioner. Developing foundational knowledge of Amazon Web Services cloud concepts and services.

Ongoing Education

Google PMP, Project Management

Currently pursuing Google Project Management Professional (PMP) certification. Focusing on project management principles and practices as per Google's curriculum.

Certification

Lean Six Sigma (Green), Process Improvement

Completed certification in Lean Six Sigma, focusing on process improvement and efficiency. Gained expertise in methodologies for reducing waste and optimizing operational workflows.