Daniel Loftus
Indianapolis
Summary
Dynamic Support Ops Senior Auditor with Amazon, recognized for enhancing audit efficiency through risk-based strategies and process optimization. Proven track record in team leadership and mentorship, driving quality improvements and achieving "Exceeds High Bar" performance ratings. Skilled in data-driven decision making and conflict resolution, fostering a culture of continuous improvement.
Overview
17
17
years of professional experience
Work History
Support Ops Senior Auditor (L4)
Amazon
04.2023 - Current
- Mentored new auditors, contributing to their professional development and enhancing team performance.
- Enhanced audit efficiency by implementing risk-based audit strategies and streamlining processes via SOP updates across multiple CTIs.
- Managed bi-weekly workshops to analyze associate trends and improve quality standards across multiple CTIs.
- Received "Exceeds High Bar" on Forte performance reviews for entire tenure in role.
Support Ops Investigation Specialist (L3)
Amazon
01.2022 - 04.2023
- Conducted in-depth investigations and contributed to SOP updates, enhancing process efficiency.
- Managed end-to-end project execution, ensuring timely development and deployment aligned with business goals.
- Mentor new hires and cross-train associates, contributing to team knowledge sharing.
- Promoted to L4 Senior Auditor due to consistently high-quality customer issue resolution rates.
- Received "Exceeds High Bar" on Forte performance review for both years in role.
Customer Service/ISS Representative
Amazon
08.2008 - 01.2022
- Documenting and tracking of fraudulent returns/accounts.
- Established training documentation for Customer Service and Returns Center problem solve teams.
- Coordinated with Inbound management team in resolving issues impacting receive/stow processes with the Fulfillment Center.
- Maintained daily shift reports via Excel.
- Acted as POC for corporate Support Operations team and FC interactions.
- Established and maintained the first ISS Standard Work training wiki page still used globally today.
- Launched ISS department in multiple Fulfillment Centers throughout the US and Canada.
- Streamlined communication processes for better client understanding and quicker resolution times.
Education
High School Diploma -
Mooresville High School
Mooresville, IN05-2000
Skills
- Microsoft Office Suite
- Data Entry & Report Analysis
- Risk Assessment & Fraud Investigation
- Root Cause Analysis & Problem Solving
- Process Improvement & Strategic Planning
- Data-Driven Decision Making
- Project Management & Process Optimization
- Team Leadership & Training
- Conflict Resolution & Customer Retention Strategies
- Training & Mentorship
Languages
Spanish
Timeline
Support Ops Senior Auditor (L4)
Amazon
04.2023 - Current
Support Ops Investigation Specialist (L3)
Amazon
01.2022 - 04.2023
Customer Service/ISS Representative
Amazon
08.2008 - 01.2022
High School Diploma -
Mooresville High School
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