Jhen Fernandez

• Led daily operations across RTS and PFSD, ensuring on-time processing of returns, rebin, repack, and problem-solve workflows.
• Oversaw labor planning and allocation for 30–40 associates, using real-time tools (A to Z, MyPlan, Labor Share) to rebalance work and maintain optimal flow.
• Coordinated RTS workflow improvements that reduced backlog by 28% and increased hourly processing rate across shifts.
• Executed PFSD processes to identify defects, perform root-cause analysis, and resolve repeat quality issues, improving path accuracy by 17%.
• Supported shift leadership in meeting hourly rate, UPH, and volume targets; maintained green metrics across quality, safety, and compliance.
• Conducted audits (Daily/Weekly/Monthly) identifying hazards, SOP gaps, and rate barriers—resulting in a 35% reduction in incidents through targeted coaching.
• Implemented Lean improvements that reduced processing time by 32%, increasing on-time delivery from 88% to 97%.
• Enhanced engagement and cross-training across RTS, PFSD, AMZL dock, and inventory roles, boosting team capability and shift flexibility.
• Ensured 100% audit readiness by standardizing reporting, trackers, and daily management systems.
• Performed rate coaching, feedback delivery, and corrective actions using Amazon leadership principles.

Learning Ambassador — Amazon

Brooklyn, NY

• Trained over 100+ associates across inbound, outbound, PFSD, and RTS functions, raising path proficiency and reducing ramp-up times.
• Boosted team productivity by 20% through coaching, shadowing, and reinforcement of standard work.
• Developed scalable training materials and refreshers for new hires and cross-trained employees.

• Improved customer satisfaction scores by 20% by delivering personalized product recommendations and technical support.
• Streamlined the checkout and financing process, reducing average transaction time by 25% while boosting add-on sales.
• Trained and mentored 5+ new hires, standardizing sales techniques and improving team performance by 15%.
• Partnered with the Geek Squad team to increase service package sales by 30%, enhancing long-term customer relationships.
• Reduced product returns by 12% by providing accurate product demonstrations and educating customers before purchase.
• Promoted new technology releases, contributing to a 25% lift in sales for flagship product launches.
• Engaged customers with tailored product recommendations, leading to enhanced customer satisfaction and increased sales conversions.
• Streamlined inventory management processes, reducing stock discrepancies and ensuring timely product availability for customers.
• Analyzed customer feedback to identify trends, facilitating strategic adjustments that improved service delivery and increased repeat business.