Microsoft Office
Brion Nelson
General Manager, Operations
Gallatin,TN
Summary
To leverage my skill in Training, Process Improvement, Operations and People Leadership to gain employment leading big teams and solving big problems.
Customer-oriented General Manager with 25+ years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
25
25
years of professional experience
Work History
General Manager of Shipping and Delivery Support
Amazon
10.2020 - Current
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed budget implementations, employee evaluations, and contract details.
- Formulated policies and procedures to streamline operations.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
- Oversaw successful launch of new product lines, coordinating between departments to ensure unified approach and timely delivery.
Customer Service Sr. Site Leader Virtual & SDS
Amazon.com
10.2016 - Current
- Led a virtual team of 2k to 8k employees all working from home
- Transitioned to lead the Shipping and Delivery support department in April of 2018
- Additionally lead 2 physical sites with around 200 employees each in Costa Rica and Kentucky
Customer Service Country Leader for Amazon.ca (Canada)
Amazon.com
04.2016 - 10.2016
- Currently Leading Customer Service for Canada
- Led operations that spans over 8 different locations in 5 different countries
- Hit contact reduction, quality and cost targets
Customer Service Sr. Site Leader
Amazon.com
08.2014 - 04.2016
- Led an entire customer service center of 700+ people
- Exceeded all quality and cost targets
- Successfully transitioned physical operation to work from home/virtual environment netting in no job losses which required me to change a state law
Customer Service Operations Manager
Amazon.com
06.2013 - 08.2014
- Led the site as acting Site Leader through summer of 2013
- Led concierge overhaul from the CS side, improving overall defects from 40% overall defect rate to 10.9%, ending in a narrative to Dave Clark and Jeff Wilke
Customer Service ACES Manager
Amazon.com
10.2010 - 06.2013
- Led the first site contained SAKE Event in 2011 at Amazon CS
- Launched Gemba Walks for the NA CS Network in 2012 (Still being used today, 6 years later)
Customer Service Manager
Amazon.com
02.2005 - 10.2010
- Launched Network Escalations Team focusing on the worst customer experiences
- Spent 6 months as acting Operations Manager while manager was out on leave
- Continuously led one of the top performing teams in the Amazon Network
Training Specialist & Supervisor
Amazon.com
07.2000 - 02.2005
- I supervised training for the transition of specialty groups from the Seattle Customer Service location to Grand Forks, during the spring of 2001
- Launched 2 of the first CS Outsourcers, 1 in Bend, OR and another in Chennai, INdia
Customer Service Representative
Amazon.com
12.1999 - 07.2000
- Exceeded Standards in CPH and Quality
Education
Bachelor of Arts - Organizational Leadership
Valley City State University
Valley City, ND 05.2001 -
Skills
Leadership and team building
Effective leader
Cost analysis and savings
Motivation
Verbal and written communication
Staff training/development
Budget coordination
Deadline-oriented
Troubleshooting expertise
Staffing
Training and coaching
Customer experiences
Software
Excel
PowerPoint
Word
Tableau
ChatGPT
QuickSite
SharePoint
Timeline
General Manager of Shipping and Delivery Support
Amazon
10.2020 - Current
Customer Service Sr. Site Leader Virtual & SDS
Amazon.com
10.2016 - Current
Customer Service Country Leader for Amazon.ca (Canada)
Amazon.com
04.2016 - 10.2016
Customer Service Sr. Site Leader
Amazon.com
08.2014 - 04.2016
Customer Service Operations Manager
Amazon.com
06.2013 - 08.2014
Customer Service ACES Manager
Amazon.com
10.2010 - 06.2013
Customer Service Manager
Amazon.com
02.2005 - 10.2010
Bachelor of Arts - Organizational Leadership
Valley City State University
05.2001 -
Training Specialist & Supervisor
Amazon.com
07.2000 - 02.2005
Customer Service Representative
Amazon.com
12.1999 - 07.2000