Christian Casablancas

Part of a dedicated team at Amazon that makes the return and pickup of packages convenient for our customers at our Locker+ retail locations.

• Receive, pick, and stow customer orders, process returns, and prepare for delivery.
• Maintain clean, safe, and organized workspace.
• Manage responsibilities for Locker+ location, including opening and closing site.
• Receive truck deliveries.
• Helped large volume of customers every day with cheerful outlook and focus on customer satisfaction.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Informed customers about special promotions and provided detailed information for various products.
• Developed and actualized customer service initiatives to decrease wait times.
• Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
• Offered advice and assistance to customers, paying attention to special needs or wants.

Part of the Amazon grocery team that supports one of Amazon’s busiest services: online grocery orders. I worked in a grocery warehouse where I was responsible for multiple tasks aside from getting orders ready on a timely manner for delivery drivers who would deliver orders within 2 hours.

• Receive, stock, and replenish product
• Organized storage areas to maximize capacity, minimize product handling and satisfy temperature requirements.
• Picked and Packed customer orders and staged by route for delivery.
• Arranged merchandise in optimum locations according to shelf allocation established by management, with focus on convenient customer access.
• Controlled and tracked inventory loss due to spoilage or unmet quality standards.
• Coordinated product rotation according to expiration date and quality parameters.
• Oversaw accurate and timely receipt of perishable products.
• Stocked merchandise, clearly labeling items, and arranging according to size or color.

• Interacted with internal customers to understand business needs, translate into requirements, and project scope.
• Directed business analysts in executing and delivering various tactical and strategic plans.
• Guided teams and refined Agile techniques throughout journey and evolution of delivery cycles, establishing documentation framework to support Agile methodology implementation with Waterfall-The existing centric delivery team.
• Supported leadership team with reporting, analysis and business presentations to inform divisional strategies.
• Collaborated with team leads and managing leadership, establishing robust talent pool with focus on people and continuous improvement.
• Collaborated with internal business partners to implement commission arrangements.
• Analyzed open orders, backlog and sales data to provide sales team with insights.
• Created new analytical systems to boost vital business metrics visibility.
• Assessed business processes and identified ways to boost improvement.
• Documented procedures and business processes and shared information with appropriate stakeholders.
• Maintained strong working knowledge of ERP, CRM and business intelligence tools and operational features.
• Mapped current business and operational processes and recommended areas for improvement.
• Created workflow diagrams and Gantt charts to clearly demonstrate processes and timelines.

Selected Projects:

• Technical Lead overseeing SCM team, development and BW, BI HANA, and Fiori development to better manage and track retrieval of products in field and at the same time control when sales reps receive commissions (currently at the time of invoice). Oversee development of new process that would delay commission until invoice is paid, working closely with hired System Integrator. Facilitated three-week workshop to gather requirements and document AS-IS process. Collaborate with BPM on project schedule, budget, and communication of project status to steering/execute committees.
• Led Phase I of multi-year SAP CRM solution to revamp service processed throughout all North American subsidiaries. Started as Technical Project Manager; oversaw tech team of about ten people while concurrently working as SCM Lead with SD/SM and CRM consultants. Traveled to all NA locations to review and document their local service process. Tracked all requirements, documented processes, created functional specs for developers, and prepared master data for business sprint demos. Led testing group; created testing script, scenario matrix, and all master scripts (including variations).
• Optimized existing program used by Sales Reps to loan products to physicians for demos, evaluation before purchase, and bridge to repairs. The existing program used two different platforms (website and iPad). Collaborated with new vendor to completely redesign and replace technical platform and UI interface.

Supported SAP R/3 4.6C system for US and Canadian subsidiaries in sales/distribution and logistics execution. Worked closely with multiple departments to support current functionality, process improvements, and new projects. Provided continuing support to Customer Service/CRM - COSMOS.

• ·Provided 2nd-level support of ECC 6.0 Sales and Distribution for both BSH US and Canadian subsidiaries. Supported local CRM system (CICERO) for Sales working closely with German developers. Supported CMD systems (Corporate Master Data) for customers, appliances, materials, raw materials, and vendors.
• Served as local Project Manager for implementing SAP 6.0 in BSH Peru subsidiary; met with all business departments to gather requirements and develop road map.
• Served as Project Manager, Business Analyst, and Subject Matter Expert for COSMOS Version Upgrade 4. Collected all annual change requests and coordinated with team in Turkey to implement them in next version release. Coordinated meetings with Turkey BA and Developers. Conducted unit testing and coordinated testing/training with super users in US.
• Served as US Office Project Lead and SAP Analyst for Quickfinder Sales project. Coordinated requirement workshops, system demos of Quickfinder with Germany, and configuring SAP to handle sales order process.

Led COSMOS application working closely with BSH Turkey development team. Tracked developments for each interface and achieved successful implementation in 2004. Served as 1st/2nd-level support for COSMOS; continued working with Turkish development team on future COSMOS versions and helped develop interfaces for US and German SAP systems. Monitored Web and SQL servers; developed customer reports, implemented QAS in call center, and performed updates.