Amanda Bennett

• Deliver first-class support to Delivery Service Partner Owners, drivers and delivery station providers through multiple channels (phones/emails) in the DSP DA Onboarding and Candidate space.
• Operates as both phone/email support personnel and Subject Matter Expert in the DSP space while providing daily support to peers and other stakeholders.
• Consistently maintains 100% CCX Overall Service Metric week over week.

• Led a team of 19 agents, providing daily direction and ensuring alignment with organizational goals.
• Fostered a positive, inclusive team culture that increased engagement
• Coached and developed agents through 1:1 meetings, contact audits and targeted development plans, resulting in overall metric performance
• Monitored team metrics and quality standards, taking proactive action to drive improvements
• Managed individual performance issues through clear expectations, documentation and improvement plans
• Led process improvement initiatives that improved SOPs

Deliver first-class support to customers, drivers and delivery station providers through multiple channels (phones/chats/emails) in several Amazon departments, including Retail, Key, DSP DA Onboarding and Candidate.

Operates Independently as a Subject matter Expert in the DSP space, while providing daily support to peers and other stakeholders. Daily tasks include:

• Managing 32 hrs./week of NPT to complete time-sensitive projects in support of DSP leadership, program and business team, including but not limited to executive escalations, deep dives and necessary governance updates
• Chime roving to identify and escalate call drivers and provide real-time support to peers
• Complete weekly DSP Onboarding and Candidate audits to ensure compliance to SOP and KPI standards
• Authoring and cascading emails to DSP team regarding important updates/changes
• Participating in weekly sync with senior leadership and the Program Team

SDS ACCOMPLISHMENTS

• Assisted in implementing the successful depecation of JJ Keller single/bulk email contacts, which resulted in an estimated annual savings of $100K+
• April 2023 SDS CS Champion Award Recipient
• DSP Onboarding/Candidate Auditor
• Assisted in implementing the succcessful update to Policy: DSP DA Onboarding/ Verifying Security, which resulted in an estimated annual savings of $135K+
• Served as an SME during the transition of .CA DSP contacts to the EMEA team
• Served as an SME during the transition of DSP Candidate contacts to the LMAQ team
• Selected from applicants to serve as KTR for DSP Onboarding/Candidate space
• Led multiple in-person training for new/BUWG agents in DSP Onboarding/Candidate
• 1 of 4 hand selected from an initial pool of 56 for an NPT role to vet incoming applications from DSP Candidates
• Personally vetted 5,860 DSP Candidate Applications
• Developed Training materials / Trained WIN agents and management on the DSP application vetting process, as well as created SOP's to be used by both VCS and WIN teams

Responsible for daily management of the Post Office, which included 3 clerks, 8 rural carriers and 2 custodial staff. Trained new clerks and Postmaster prior to my retirement to become a Household CEO.