At Amazon, I manage end-to-end investigation workflows while maintaining 100% SLA compliance across high-volume operational queues.
I've served as the primary SME for the KIWI project, QA Point of Contact, Work Checker, and Buddy Mentor. I conduct deep-dive quality audits, resolve complex edge cases, coach teammates, and standardize SOPs that improved case resolution accuracy by 15%.
I build SQL-driven tracking frameworks and dynamic Excel dashboards that turn large datasets into operational insights. My reporting and process improvements reduced turnaround time by 18%, while queue prioritization and routing strategies eliminated aged backlogs across five or more workflows.
I've also deployed a one-click Tampermonkey automation that reduced handling time by 25% and saved an estimated 500+ annual operational hours, and enhanced RMS with direct links to seven investigative tools. My work has earned Amazon Bronze, Silver, and Gold recognition awards.
