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Shirlianna Cummins

@shirliannacummins

Program Manager at Amazon who delivered $2.3M in annual savings through risk mitigation process improvements.

At Amazon, I led cross-functional risk mitigation initiatives that improved SLA response time by 8 hours and delivered $2.3M in annual savings. I also established KPIs and performance baselines that reduced bad debt by 5% across new product launches.

As Operations Manager for Selling Partner Support, I directed global operations with 450+ indirect reports and executed regional strategies across LATAM, EU, and India. I also designed workforce forecasting models to support resource planning.

At Experian, I directed support operations for enterprise data quality platforms and scaled a 24/7 support model across NA and LATAM. Trend analysis helped reduce escalations by 27%, while a knowledge management strategy and training programs reduced onboarding time by 24%.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Manager

Current

Experian

Jun 2016 - Present (10 years 5 months)

Directed end-to-end support operations for enterprise data quality platforms, supporting global clients across APIs, integrated systems, and data validation solutions. Scaled a 24/7 support model across NA and LATAM, improving response coverage and client satisfaction.

Business Process Improvement Training And Enablement Change Management User Success Knowledge Management Continuous Improvement Support Operations Management Stakeholder Engagement User Communication and Engagement Salesforce ServiceNow Microsoft 365 Power BI Smartsheet Asana

Program Manager

Amazon

Oct 2023 - Mar 2025 (1 year 5 months)

Led cross-functional initiatives to standardize risk mitigation processes, improving SLA response time by 8 hours and delivering $2.3M in annual savings. Established KPIs and performance baselines, reducing bad debt by 5% across new product launches.

Risk Mitigation KPI development Data Driven Improvements Stakeholder Coordination Vendor Management Payment Method Operational Readiness Go to Market Execution

Operations Manager

Amazon

Jun 2021 - Oct 2023 (2 years 4 months)

Directed global operations with 450+ indirect reports, overseeing change management, release coordination, and system compliance. Executed regional strategies across LATAM, EU, and India, aligning operations with global business priorities.

Operations Management Change Management Release Coordination System Compliance Regional Strategy Workforce Forecasting Resource Planning Enablement Frameworks

Manager

Amazon

Nov 2019 - Jun 2021 (1 year 7 months)

Streamlined onboarding processes for LATAM, improving training effectiveness and reducing ramp-up. Led contact reduction initiatives that improved customer experience and decreased 57K contacts across EU.

Onboarding Training Effectiveness Contact Reduction Customer Experience Operational Expansion Leadership Development

Group Manager

Amazon

Jul 2016 - Nov 2019 (3 years 4 months)

Led large-scale operations, managing up to 180 indirect reports and driving performance, engagement, and service delivery. Launched new operational programs and virtual workforce models, scaling teams and improving customer satisfaction.