April Keahl
Lakeland,FL
Summary
Investigation professional with strong track record in uncovering and analyzing complex data to resolve issues. Skilled in risk assessment, evidence gathering, and compliance adherence. Known for effective team collaboration and adaptability to evolving scenarios. Exceptional analytical skills and results-driven mindset ensure reliable and impactful outcomes.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Investigations Specialist II
Amazon
04.2024 - Current
- Create new investigative methodologies to improve efficiency and effectiveness, aligning strategies with Amazon's dynamic operational environment.
- Specialize in financial crimes, workplace misconduct, and cybersecurity breaches, offering expert knowledge and resolution strategies for complex issues.
- Direct 10-15 comprehensive investigations daily from initiation to resolution, coordinating with internal teams and external stakeholders to ensure thorough and effective outcomes.
- Work closely with legal, compliance, and risk management teams to address systemic issues, ensuring alignment with regulatory and ethical standards.
- Analyze trends, patterns, and potential risks within investigative data, enabling proactive risk mitigation and informed decision-making.
Last Mile Incident Response
Amazon
05.2022 - 04.2024
- Take calls and manage live events with incidents and multiple parties involved (drivers, recipients, community members, local authorities, media, etc.)
- Provide proper course of action to customers to guarantee their safety
- Remain calm & empathetic at all times, and adhere to policies in order to deescalate the incident guaranteeing safety and resolution for our customers
- Collaborate and coordinate responses with other stakeholders (local authorities, delivery stations, customer service teams, etc.)
- Identify if incident can escalate into a crisis and request additional support form crisis management teams
- Proficient in multitasking with different tools (case management, event management, claims, etc.)
- Performed research and documentation of all information required to provide a resolution and relay it to involved parties
- Maintain 96 -100 QA scores
911 Emergency Dispatcher
Polk County Sheriff's Office
10.2019 - 04.2022
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Mitigated potential risks during crisis situations by calmly gathering pertinent information from callers and relaying it accurately to responding units.
- Certified training officer trained in crisis intervention and leadership supervisory skills.
- Maintained high compliance ratings of 97-100% using national quality assurance standards
Operations Planning Analyst
FedEx Services
06.2003 - 05.2019
- Led service disruption emergency crisis team across seven operating companies within FedEx to manage live crisis events affecting package delivery and safety for all stakeholders.
- Provided customer support in workforce management through planning and forecasting 1, 3, 10, and 30 day outlooks using year over year historical data and ensuring statistical data related to customer and center performance is reported to upper management.
- Handled all scheduling and analysis involving customer service workforce, managing productivity, attendance, and schedule adherence via workforce management software programs.
- Rated, billed and assessed tariffs for customer contracts to include Hawaii, Puerto Rico, and US Government contracts.
- Resolved overcharge claims, contract negotiations, truckload negotiations, invoice adjustment, and vendor disputes.
- Created and implemented new training programs for pricing and service disruptions experience. Streamlined training and reported results to all stakeholders and CEO level.
Education
Bachelor of Science - Management
University of South Florida
Tampa, FL08.2010
Skills
- Strong customer handling and conflict resolution skills
- Crisis management
- Flexible and Adaptable
- Teamwork and Collaboration
- Excellent Verbal and Written Communication
- Attention to Detail
- Analytical and Critical Thinking
- Project Management
- Planning and Coordination
- Problem-Solving
- Multitasking Abilities
- Trend forecasting
Certification
- CTO - Communications Training Officer
- PST - Public Safety Telecommunicator
- EMD - Emergency Medical Dispatch
- EFD - Emergency Fire Dispatch
- FCIC/NCIC -Florida Crime Information Center/ National Crime Information Center
- CPR, FEMA, and OSHA certifications
- Crisis Intervention Training
- Supervisory Leadership Training
Additional Information
- SME in LMIR space
- Started Engagement Newsletter in LMIR
- Beta volunteer
Timeline
Investigations Specialist II
Amazon
04.2024 - Current
Last Mile Incident Response
Amazon
05.2022 - 04.2024
911 Emergency Dispatcher
Polk County Sheriff's Office
10.2019 - 04.2022
Operations Planning Analyst
FedEx Services
06.2003 - 05.2019
- CTO - Communications Training Officer
- PST - Public Safety Telecommunicator
- EMD - Emergency Medical Dispatch
- EFD - Emergency Fire Dispatch
- FCIC/NCIC -Florida Crime Information Center/ National Crime Information Center
- CPR, FEMA, and OSHA certifications
- Crisis Intervention Training
- Supervisory Leadership Training
Bachelor of Science - Management
University of South Florida
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