ALONZO BETHEA
LAUREL,MD
Summary
Streamlined operational efficiency through optimizing shift planning
Deployed data-driven cost management, achieving measurable savings
Revamped new hire training with interactive elements and real-time feedback
Spearheaded process improvements to ease daily operations
Fostered cross-functional collaboration for shift staffing optimization
Overview
8
8
years of professional experience
Work History
AREA MANAGER (L5)
Amazon Logistics
Lanham, Md
01.2024 - Current
- Spearheaded daily operations, boosting team efficiency by 25% and consistently meeting or exceeding delivery targets.
- Innovated and implemented new processes, resulting in improvement in workflow efficiency and operational effectiveness.
- Formulated strategic plans that fostered a team-oriented environment, contributing to a 135% increase in employee engagement and performance.
- Directed cross-functional teams to optimize warehouse operations, achieving a reduction in operational costs while enhancing service delivery.
- Transformed underperforming teams into productive, profitable teams.
PROCESS ASSISTANT
Amazon Logistics
Waldorf, MD
09.2022 - 01.2024
- Designed and implemented a training program for new hires, increasing training capacity by 60%, allowing for the onboarding of 3-5 additional staff members per cohort.
- Enhanced problem-solving techniques, achieving a 30% reduction in case closure time, leading to faster resolution and improved customer satisfaction.
- Supervised daily shifts of over 30 team members, ensuring consistent performance and an increase in team productivity.
- Drove down shift costs by through process optimization and efficiency improvements, resulting in significant budget savings.
CLAIMS SPECIALIST- ASSISTANT TEAM LEAD
Allstate Insurance
08.2021 - 06.2022
- Company Overview: Remote
- Streamlined claims process from initiation to closure, enhancing efficiency and customer satisfaction while managing high-volume inbound calls and outbound tasks
- Executed agent call audits, identifying areas for improvement and implementing strategies that led to measurable enhancements in call quality and customer service
- Served as primary point of contact for agent concerns, providing timely solutions and fostering a collaborative environment that improved team performance
- Developed and implemented new strategies for handling complex claims, resulting in faster resolution times and increased customer retention rates
- Remote
MORTGAGE SPECIALIST (CONTRACTOR)
Navy Federal Credit Union
Vienna, VA
03.2021 - 08.2021
- Ensured data accuracy for over 1,000 mortgage loan cases, achieving a 97% accuracy rate and significantly reducing processing errors.
- Implemented quality control measures across my team that decreased error rates by over 20% and enhanced overall compliance.
- Lead a team responsible for a digital transformation initiative that improved processing efficiency, streamlining workflows and reducing turnaround times.
INTERN
Marriott International Hotels
College Park, MD
04.2017 - 01.2019
- Directed front desk operations, ensuring top-tier guest experiences and achieving an excellent guest satisfaction rating.
- Streamlined guest communication processes, optimizing response times and enhancing overall efficiency.
- Promptly addressed inquiries, elevating guest satisfaction rates by and contributing to increased repeat bookings.
Education
Some College (No Degree) - Business Management
Allegany College of Maryland
Cumberland, MDSkills
- Process
- Improvement
- Project Management
- Data Analysis
- Budget Management
- Training Development,
- Team Leadership,
- Strategic Planning,
- Performance Metrics,
- Customer Engagement
- Patience
- Tenacity
- Adaptability
- Resourcefulness
- Positive attitude
Timeline
AREA MANAGER (L5)
Amazon Logistics
01.2024 - Current
PROCESS ASSISTANT
Amazon Logistics
09.2022 - 01.2024
CLAIMS SPECIALIST- ASSISTANT TEAM LEAD
Allstate Insurance
08.2021 - 06.2022
MORTGAGE SPECIALIST (CONTRACTOR)
Navy Federal Credit Union
03.2021 - 08.2021
INTERN
Marriott International Hotels
04.2017 - 01.2019
Some College (No Degree) - Business Management
Allegany College of Maryland