Christopher Cowan
Tamarac,USA
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Priority-driven Global Program Manager with many years of expertise successfully delivering dynamic solutions to solve business issues. Dedicated leader known for presenting information in clear, concise ways. Ready for a new position where attention to detail and dynamic communication skills can be utilized.
Overview
15
15
years of professional experience
Work History
Regional Program Manager
Amazon
Miami, Florida
08.2023 - Current
- Coordinate inventory control maintenance and random counts in accordance with Amazon network count strategies, ensuring compliance and consistency with SOX
- Lead and develop a region of twelve warehouse delivery station leaders to day-over-day meet benchmark results by ensuring that all planned inventory is processed and delivered timely to our customers by leveraging our Inbound Dock Management and Outbound Dock Management ERP systems to validate the integrity of all processed daily inventory
- Leverage data from weekly and monthly Business Review meetings, to assess the performance of delivery stations within the region, measuring their KPI results against Amazon’s network benchmark standards to identify root causes of inventory deviation, via cause-and-effect analysis and strategically implement action plans with dated follow up timelines to improve performance
- Collaborate with supply chain manager using six sigma and lean practices to design and implement systems, metrics, and programs that drive adoption and continuous improvement
- Support process improvements, best practice sharing, and standardization across all Amazon Logistics processes to maintain appropriate inventory levels
- Led a region of 12 delivery stations to top 10 in the North America Amazon network for ACES Quality and Volume-Inventory accuracy results for fiscal year 2023
- Measure quality, inventory integrity, and accuracy while providing proactive feedback to sub-regional and senior station leaders
- Develop training meeting agendas to lead Amazon’s network-wide weekly training calls on customer service, operations-focused quality and inventory control initiatives
- Oversee the leadership, planning, development, and implementation of effective international logistics strategies, policies, and compliance measures designed to minimize costs within the supply chain, all while maintaining a high standard of service for Amazon customers
- Partner with Amazon Operations leaders, DSPs, Regional Fleet Managers (RFMs), and Corporate program teams to drive adherence to business goals and initiatives
Regional Learning Manager
Amazon
Miami, Florida
03.2021 - 08.2023
- Analyze and understand data to suggest improvements for training and operations
- Implement and execute training programs for associates, managers, trainers, and others (i.e., participating in and conducting needs analysis, skills development classes, cross-training, etc.)
- Develop and create impactful training courses and programs that meet the requirements of Amazon’s customers
- Ensure that the Learning Department creates/updates accurate and useful information for Training schools, PMVs, SJIs, and other training aids/visuals
- Actively seek, clarify, and understand information from Operations and Area Managers that leads to an understanding and ownership of Trans performance goals and required YOY improvements
- Provide training assistance where necessary to achieve these goals
- Fully understand workflow, daily production goals and reports used to drive the business
- Plan and conduct training sessions, workshops, and seminars
- Manage logistical aspects of these events, such as scheduling, venue selection, and communication with participants
- Collaborate with external trainers or consultants as required
- Collaborate with counterparts in other Learning functional areas (Safety, Quality, ACES, Loss Prevention) as well as the Operations Engineering team and DS Launch SME team to drive standardization, documentation of core process elements to support network growth
- Track and communicate Learning Department goals, assignments, and progress locally and at a network level
- Ensure network standard training programs are implemented and consistently utilized as required in the fulfillment center
- Accountable for the formulation and implementation of the Learning and Development Strategy pertaining to Supply Chain and Operations
- Managing the full employee lifecycle including recruitment, onboarding, performance management, career development, and succession planning
Operations Manager
Amazon
Miami, Florida
11.2019 - 03.2021
- Responsible for the overall safety, quality, performance, customer experience and people development for all delivery station operations
- Participated and led Kaizen/Lean initiatives focused on improving operational process efficiency while leveraging technology to enhance the customer experience
- Analyze shift performance against relevant business objectives, and put in place actions to improve Amazon’s operational excellence
- Drives vision for station team and creation of quality initiatives, process change initiatives and other lean initiatives to enable their functional area and ultimately each DS to meet and exceed business plan
- Presents operational metrics regularly to the senior leadership team
- Hires and develops top talent
- Creates and implements a talent plan for each site including talent acquisition, performance, and career management, learning and development, succession planning, and employee engagement
- Cultivates strong culture and engagement throughout all levels of the delivery station teams
- Evaluate and strategize the deployment of designated personnel and equipment resources to optimize labor utilization
- Oversee the daily workflow of work orders and task assignments to achieve established daily and weekly throughput objectives, thereby ensuring an effective organization capable of fulfilling the requirements of the delivery station
- Provides leadership and guidance on all company compensation programs including annual salary planning, merit increases, salary structures, variable pay and other incentive programs to ensure alignment to company goals and budget
- Oversee the administrative responsibilities associated with managing overtime, authorizing timecards, scheduling vacations, conducting performance evaluations, facilitating transfers, promotions, and the termination of designated personnel
Senior ESE Specialist
Broward County Public Schools
Miami, Florida
08.2019 - 11.2019
- Conduct evaluations to determine if a student qualifies for special education services
- Review student records and collaborate with other professionals to gather necessary data
- Participate in eligibility meetings to determine appropriate placement for students with disabilities
- Facilitate Individualized Education Plan (IEP) meetings with parents, teachers, administrators, and related service providers
- Develop measurable goals and objectives for each student's IEP based on their individual needs
- Monitor student progress towards IEP goals and make adjustments as needed
- Provide support and training to general education teachers on strategies to effectively include students with disabilities in their classrooms
- Consult with teachers to develop appropriate accommodations and modifications for students' IEPs
- Assist in the development and implementation of district-wide ESE programs and policies
- Monitor program effectiveness and identify areas for improvement
- Ensure compliance with federal and state special education regulation
Special Education Teacher
New York City Department of Education
Bronx, New York
09.2017 - 06.2019
- Provides research-based specialized instruction to address the instructional goals and objectives contained within each student’s IEP
- Assesses student progress and determines the need for additional reinforcement or adjustments to instructional techniques
- Schedules team meetings and works cooperatively with child study team members and others in developing instructional goals and strategies
- Provides direction, supervision and evaluation of educational assistants as needed
- Provide supervision, guidance, and regular performance feedback to assigned staff on developmentally appropriate practices
- Remain current with and share information regarding trends in emerging/promising practices in early care and education
- Collaborate with leadership team to integrate new practices as appropriate
- Participate and develop departmental, intra and interdisciplinary, and community education/outreach programs and activities related to education
Manager, Ground Operations
Avports Airline Services
White Plains, New York
09.2015 - 09.2017
- Designing and updating comprehensive training programs covering aspects like aircraft handling, baggage loading/unloading, passenger boarding/deplaning, ground support equipment operation, safety procedures, and regulatory compliance
- Facilitating practical training sessions, delivering classroom instruction, and implementing simulations to ensure that ground crew personnel acquire the essential skills required for effective performance in their roles
- Recognizing training deficiencies and prioritizing the training requirements of various ground operations teams by analyzing performance metrics and operational needs
- Examining incidents associated with ground operations to determine underlying causes and formulate preventive training strategies
- Working closely with ground operations management to align training programs with operational goals and address specific training needs
- Responsible for establishing a training schedule that is both cost-effective and resource-efficient, while also periodically assessing the qualifications of instructors, the development of course materials, and the allocation of resources
- Support stakeholders in conducting internal audits and preparing for external regulatory or industry audits and certifications
- Establish, uphold, and consistently revise standard operating procedures for the tasks and functions of the department
Executive Team Leader
GAP Inc. Distribution Centre
Fishkill, New York
09.2013 - 09.2015
- Manage staff to follow up on training completion, check for understanding and provide continuous education opportunities
- Executed Leader-on-Duty tasks and strategies daily to surpass sales forecasted goals
- Supported Executive- HR peer with staffing and team retention through consistent team recognition activities
- Utilized customer relationship management database to track sales as well as customer interactions and present useful information to improve business operations
- Direct involvement in the truck unloading process and motivated 6 logistics team leaders and 130 logistics team members to execute strong attendance consistency, accurate sales floor and backroom product placement, and an organized backroom process
- Facilitated orientation and training classes; communicate policies and procedures to managers and new employees as needed
- Participated in leadership meetings and team walks to share logistics’ initiatives, daily product placement updates, and stock level updates
- Monitor and document the movement of designated products to guarantee timely delivery by employing the relevant scheduling tools
- Ensure precise recording of labor hours and rectify any discrepancies from the established standards
Human Resource Business Partner
Jamaica Ministry of Labor
Mandeville, Jamaica
05.2010 - 08.2012
- Proactively identify and diagnose issues, while developing, recommending, and implementing root cause solutions that improve employee engagement and experience, as well as business outcomes, in a timely fashion
- Advocate for employees’ success through end-to-end experiences that help employees feel fully engaged in the work they do and valued for who they are
- Equitably exercise high judgment, manage through ambiguity, and serve as first point of escalation for employee concerns
- Leverage business analytics to empower and guide leaders in making informed talent decisions, while fostering employee engagement and cultivating positive, healthy, and productive workplace relationships
- Support employee queries and situations with discretion and expertise along with routine standard work around employee onboarding, performance management, engagement processes and benefits services
- Provide effective internal and external customer service with a focus on strong communication and business acumen
- Coach, develop and support leadership through decision making with empathy and sound judgment through leadership 1:1s, roundtables and training
- Collaborating with senior leaders to understand business needs and develop tailored HR strategies to support those needs
- Use data and metrics to identify trends, anticipate business needs and develop action plans, including attendance and attrition deep dive and planning
- Supporting the implementation of new HR initiatives and organizational changes
Education
Professional M. Ed. -
Grand Canyon University
Phoenix, AZ01.2018
Professional B.A. -
Northern Caribbean University
Mandeville, Jam01.2013
Skills
- Oral communication
- Written communication
- Consulting
- Coaching
- Facilitation
- Business leadership
- Time management
- Attention to detail
- Independent work
- Collaborative work
- Customer service
- Relationship management
- Interpersonal skills
- Analytical skills
- Task prioritization
- Program execution
- Performance management
- Employee relations
- Staffing
- Compensation
- Organizational development
- Project planning
- Project organization
- Project implementation
- Project closure
- Data interpretation
- Trend analysis
- Decision making
- People management
- Leadership
- Mentoring
- Employee development
- Teamwork
Timeline
Regional Program Manager
Amazon
08.2023 - Current
Regional Learning Manager
Amazon
03.2021 - 08.2023
Operations Manager
Amazon
11.2019 - 03.2021
Senior ESE Specialist
Broward County Public Schools
08.2019 - 11.2019
Special Education Teacher
New York City Department of Education
09.2017 - 06.2019
Manager, Ground Operations
Avports Airline Services
09.2015 - 09.2017
Executive Team Leader
GAP Inc. Distribution Centre
09.2013 - 09.2015
Human Resource Business Partner
Jamaica Ministry of Labor
05.2010 - 08.2012
Professional M. Ed. -
Grand Canyon University
Professional B.A. -
Northern Caribbean University