Dionna Marshall

• Managed regional operations to align with corporate objectives and drive performance.
• Led claims teams across multiple states (UT,NV, AZ, NM, MO, TX, LA, AR), achieving strategic targets.
• Oversaw inventory management processes to enhance resource allocation and efficiency.
• Collaborated with team leaders to elevate customer service standards.
• Maintained stakeholder communication to ensure project alignment and success.
• Facilitated change management for new team creation, enhancing operational effectiveness.
• Developed and adapted claims oversight SOPs to improve compliance and efficiency.
• Partnered with cross-functional teams to increase process efficiency in claims handling.

• Led twelve-person nationwide team as part of a newly established group supporting internal and external risk management stakeholders.
• Developed processes for service length agreements, enhancing customer satisfaction.
• Sourced and directed a team to automate manual processes, increasing overall efficiency.
• Communicated high-level operational changes to ensure organizational alignment.
• 
  
• Assisted customers with inquiries and resolved issues promptly.
• Developed training materials to enhance team performance and service quality.
• Collaborated with departments to streamline support processes and improve efficiency.
• Monitored team performance and provided feedback for continuous improvement.
• Implemented best practices for customer service to enhance satisfaction levels.
• Handled escalated calls from customers requiring additional assistance or specialized knowledge.
• Managed daily operations of the customer service department, including staffing schedules and resource allocation.
• Evaluated performance of support staff and provided coaching to improve performance.
• Developed strategies for handling difficult situations encountered during interactions with customers.
• Improved internal processes to increase customer response times and employee productivity.
• Ensured compliance with applicable laws and regulations regarding customer service practices.
• Monitored customer service performance metrics and identified areas for improvement.
• Analyzed data to identify opportunities for improving support levels.
• Developed departmental goals and standards in line with supporting organization's mission and strategic vision.
• Managed multiple projects simultaneously while maintaining high standards of quality control.

• Oversaw nationwide team of Workers’ Compensation Specialists supporting Amazon’s North American Delivery Stations.
• Managed and monitored Workers’ Compensation program, fostering partnerships among stakeholders, associates and service providers.
• Developed collaboration with third-party administrators and internal business partners to enhance program efficiency.

• Managed workers' compensation claims from initiation to resolution.
• Coordinated communication between injured employees and medical providers.
• Analyzed case details to determine appropriate benefits and services.
• Documented case progress and maintained accurate records in systems.
• Reviewed medical reports to assess treatment plans and recovery timelines.
• Collaborated with HR to ensure compliance with company policies.
• Provided guidance to employees on filing claims and accessing resources.
• Participated in training sessions to enhance knowledge of compensation laws.
• Monitored progress of injured workers through medical treatment, rehabilitation and job retraining programs.
• Prepared legal documents such as settlement agreements, waivers of liens and releases of claims.
• Participated in training sessions with attorneys, adjusters and other professionals involved in the claims process.
• Communicated regularly with claimants about their rights under the law and possible options available to them.
• Conducted reviews and evaluations for cost-reduction opportunities.

• Planned and coordinated on-site employee engagement events, managing budgets and timelines throughout year.
• Managed communication channels across Fulfillment Center, including newsletters and feedback platforms.
• Oversaw network recognition programs to drive leadership participation and associate engagement.
• Directed travel arrangements and administration for leadership team, including diary management and meeting resolutions.
• Collaborated with support staff to secure resources for projects and initiatives.
• Welcomed visitors on behalf of General Manager and leadership team, ensuring smooth coordination.
• Conducted clerical duties, including filing, office management, document preparation, and email correspondence.
• Organized schedules for General Manager and senior leadership team, facilitating effective communication.

Facilitated communication with executives from government and leading academic institutions, considering protocol variances.

• Collaborated with administrative personnel to ensure efficient operations of Center Chief Technologist’s Office and Mission Design Division.
• Managed calendars for Center Chief Technologist and Division Management, prioritizing appointments and meetings.
• Coordinated meeting logistics, including agenda preparation, participant notifications, and catering arrangements.
• Conducted final document reviews, ensuring accuracy and approval from relevant personnel before release.
• Acted as backup assistant for Engineering Directorate and Program and Project Directorate, handling correspondence and records.
• Screened mail and inquiries; redirected issues requiring Chief Technologist's attention to appropriate personnel.
• Arranged travel logistics, prepared authorizations, and assisted staff with travel vouchers.