Summary
Overview
Work History
Education
Skills
Timeline
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Harrison Gray

North Hollywood,US

Summary

Dynamic leader with a proven track record at Amazon SDS, adept in customer relations and expert problem-solving. Excelled in enhancing customer satisfaction and streamlining operations, demonstrating exceptional teamwork and quality assurance skills. Achieved significant improvements in issue resolution, directly impacting company metrics and customer loyalty.

Overview

16
16
years of professional experience

Work History

Escalations Specialist Manager

Amazon SDS
06.2021 - Current
  • Collaborating with DSPs and Station Ops Leadership to identify and resolve delivery station and on road issues that impact High Value Customers and company metrics.
  • Specialize in managing Escalations and same day deliveries for small team.
  • Managing contacts and supporting other regional stations in the state of California and some parts of Nevada.
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Collected, arranged, and input information into database system.

Delivery Station Liason

Amazon SDS
11.2019 - 06.2021


  • Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
  • Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
  • Duties include handling customer phone and email contacts. Assisting customers with returns, exchanges, and delivery reattempts

Load Out Supervisor

Amazon Logistics
02.2017 - 10.2019
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Leading shipping and receiving operations. Preparing routes for drivers to deliver. Working closely with station leadership to unload shipments and prep for sortation cycles.

Warehouse Associate

Micro Solutions Enterprises
11.2015 - 11.2016


  • Increased accuracy in order picking by utilizing electronic scanning devices and following established procedures.
  • Ensuring that products processed for shipping are delegated to correct courier
  • Conducted monthly, quarterly and yearly inventories of warehouse stock. Reported any damaged goods.
  • Unloaded, picked, staged and loaded products for shipping.

Customer Service Rep

National Grid
04.2008 - 07.2014
  • Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates. Informed customers about sales and promotions in a friendly and engaging manner.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Trained new employees on company customer service policies and service level standards.

Education

High School Diploma -

Manhattan Village Academy
New York, NY
06.2001

Skills

  • Customer Relations
  • Management collaboration
  • Quality Assessment
  • Documentation Management
  • Quality Assurance
  • Expert Problem Solving
  • Root Cause Analysis
  • Teamwork and Collaboration

Timeline

Escalations Specialist Manager

Amazon SDS
06.2021 - Current

Delivery Station Liason

Amazon SDS
11.2019 - 06.2021

Load Out Supervisor

Amazon Logistics
02.2017 - 10.2019

Warehouse Associate

Micro Solutions Enterprises
11.2015 - 11.2016

Customer Service Rep

National Grid
04.2008 - 07.2014

High School Diploma -

Manhattan Village Academy

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Harrison Gray