Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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KRISTA SWANSON

Peoria,AZ

Summary

Solutions-driven and organizationally-focused leader with extensive experience in global leadership roles including executive coaching, team coaching, corporate learning and leadership development, customer service, program management, project management, and various supply chain management roles. A transformational leader who unlocks the capabilities in others to drive continuous improvement priorities. Unleashing the potential in others with a focus on leadership development, coaching, managing change and bolstering growth, while driving efficiencies in customer experience, and performance via complex learning and training efforts designed to support infrastructure change and operations, optimize performance, and increase team/process efficiency. Well-versed in driving business outcomes, engagement, succession planning, and the promotion of individual, organization, and company growth

Overview

16
16
years of professional experience

Work History

PRINCIPAL LEARNING & DEVELOPMENT BUSINESS PARTNER

Amazon
04.2023 - Current
  • Responsible for executive coaching, team coaching, and consulting with Amazon’s Global Customer Service Senior leaders to co-create leadership development strategies for leaders and their teams.
  • Provide tailored executive coaching sessions with eleven high performing executive leaders while achieving 98% favorable results.
  • Delivered leadership workshops to specific business groups and large-scale conferences on topics such as Neuroleadership, Myers-Briggs Team Effectiveness, Trust and Psychological Safety, and Improving Resiliency.
  • Assisted leadership teams with building shared beliefs and attitudes across organizational structures
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Developed lesson plans, instructional materials and written practice tests for Resiliency training workshops.
  • Built strategic partnerships across multiple business segments to help executives and senior leaders improve management structures and team cohesiveness.

SENIOR LEARNING & DEVELOPMENT BUSINESS PARTNER

Amazon
11.2018 - 04.2023
  • Inspired cross-functional teams to develop leadership programs supporting Amazon's Global Customer Service Leaders, resulting in the design and scalability of global leadership development, coaching, and onboarding products and programs
  • Developed and delivered tailored executive coaching sessions to nineteen senior leaders, resulting in 250 hours of coaching with 98% favorable results
  • Led a team of leaders comprised of business partners, program designers, and product managers in the creation, testing, and evaluation of three onboarding and coaching initiatives
  • Established team priorities, maintained schedules and monitored performance
  • Attained a three-year average evaluation rate of 93%, surpassing the 90% objective
  • Created strategies to influence the adoption of coaching products and coaching activities; within two months, achieved a 3000bps increase of program utilization and the highest adoption rate
  • Launched a coaching workshop for managers and leaders; attained an evaluation rate of 93% from 1.9K attendees in the first year
  • Partnered with senior leadership to evaluate and refine training solutions; promoted and advocated for innovative, forward-thinking solutions delivered via virtual and on-site trainers and asynchronous/synchronous modalities
  • Managed all aspects of creating and implementing leadership development onboarding programs including instructional design, project management, coordination, communication strategies, facilitation mechanisms, and effectiveness.

SENIOR LEARNING & DEVELOPMENT MANAGER

Amazon
06.2016 - 11.2018
  • Managed the Customer Connection Fulfillment Center (C2FC) learning program in Phoenix, AZ, ensuring seamless operations and effective delivery of training initiatives to executive leaders within the consumer non-operations staff across North America
  • Executed the pilot and relaunch of the C2FC program with stakeholder alignment; reduced program from three to two days, increased experiential learning from 70% to 83% and decreased expenses by up to $400K per year
  • Built the customized program and launch of the San Antonio C2FC program with an innovative approach using online teleconferencing; reduced costs and launch time by 50%
  • Created launch plan in collaboration with the India-based Sr
  • Leadership team to design and launch C2 IN Ops program in March 2018 for all India consumer L7+ leaders
  • Led the testing and pilot of a 360-virtual reality video of the NACF Network Operations Center (NOC), a PrimeNow site, and a Power Industrialized Truck (PIT) operator.

PROGRAM MANAGER, NORTH AMERICAN TRANSPORTATION

Amazon
10.2015 - 06.2016
  • Spearheaded the identification and implementation of initiatives to improve the flow of goods across North American (NA) transportation programs
  • Collaborated with cross-functional business units within operations, transportation, IT, retail, and finance teams
  • Managed 13 carriers and oversaw 3,500+ weekly deliveries, ensuring seamless coordination and maintaining a 99.5% delivery accuracy rate
  • Drove the implementation of an innovative trailer pool solution for CH Robinson providing 300 trailers across the network to enhance trailer pool management and ensure 99.5 % delivery results
  • Managed the North America Prime Air transportation delivery strategies, resulting in 99.5% delivery results.

SENIOR STORE OPERATIONS INNOVATION & TECHNOLOGY MANAGER

PetSmart
04.2014 - 06.2015
  • Directed the activities and management of cross-functional teams tasked with the development, testing, training, and deployment of store technologies to increase sales, bolster daily efficiency, and enhance customer service
  • Led the trial and pilot strategies for associate training using iPads for over 36,000 associates across 1,200 stores to improve customer service, increase sales, improve training sustainability, and built multiple reporting capabilities to drive adoption rates to make continuous improvement
  • Orchestrated the end-to-end implementation of an innovative online customer ordering program, including strategy development, application design, and comprehensive training, resulting in a YoY sales growth of over $53M
  • Designed, created, and delivered training for a mobile application solution that enabled associate ordering and shipping; resulted in an average of over $230K in YoY sales.

INBOUND TRANSPORTATION MANAGER

PetSmart
08.2011 - 04.2014
  • Streamlined inbound transportation operations, managing a team of five engineers and executing 40,000+ deliveries annually across eight distribution centers
  • Utilized cost-effective transportation strategies to maximize income, control costs, and support sales growth throughout the North America supply chain
  • Managed a $60M budget, achieved on-time delivery goals of 99% and slashed costs by over $5M YoY via the design and implementation of a quarterly freight review program
  • Led sustainable projects to support distribution and transportation capacity by adding five external distribution centers, while unifying systems and driving inventory movement visibility of over $15M YoY to 1,400 stores.

SUPPLY CHAIN SERVICE CENTER MANAGER

PetSmart
08.2009 - 08.2011
  • Led the transformation of North America call center and analyst teams, optimizing operations, building supply chain visibility mechanisms, and driving outstanding customer service
  • Implemented training programs, operational enhancements, and leadership development initiatives to elevate service quality and achieve customer care excellence
  • Improved pipeline leadership hiring strategies and created learning programs for the customer service team, interns, and rotational analysts; successfully promoted nine associates in two years
  • Led the tracking, tracing, and problem resolution of over 150K transportation deliveries into and out of eight distribution centers, while exceeding goals by 10%
  • Reduced customer dwell time and abandoned calls by 9% via team restructuring and the implementation of standardized operational procedures
  • Reduced annual costs by $2M and improved store empty pallet pick-up by 20% through mechanisms.

SENIOR REPLENISHMENT MANAGER

PetSmart
07.2007 - 08.2009
  • Spearheaded management of replenishment teams and implemented standardized work and training for fourth-quarter programs, resulting in a 27% reduction in unproductive inventory
  • Implemented cross-functional projects, system development, and organizational design efforts; achieved sell-through goals by 2% and maintained in-stock goal of 98%
  • Improved forecasting accuracy by 5% by designing supply chain inventory forecasting mechanism and tools.

Education

Bachelor of Arts - Organizational Leadership

Arizona State University
Phoenix, AZ
2016

Skills

  • Executive and Team Coach
  • Leadership Development
  • Global Leader
  • Instructional Design
  • Succession Planning
  • Project/Program Management
  • Customer Engagement Management
  • Business Process Improvement
  • Workforce Analytics
  • Research and Analysis

Accomplishments

  • inviteCHANGE ~ Generative Team Coaching (2023)
  • International Coaching Federation ~ Associate Certified Coach (2022)
  • Korn Ferry ~ Certified Amazon 360 Assessment (2021)
  • inviteCHANGE ~ Credentialed Coach (2021)
  • The Myers-Briggs Company ~ Certified Practitioner of the MBTI Step I and Step II Instruments (2020)
  • Association for Talent Development (ATD) ~ Essentials of Performance-Based Job Aids (2019)
  • Association for Talent Development (ATD) ~ Master Instructional Designer Program (2018)
  • Dale Carnegie ~ Leadership Training for Managers Certification (2012)
  • The GAP Partnership ~ Negotiations Certification (2009)

Timeline

PRINCIPAL LEARNING & DEVELOPMENT BUSINESS PARTNER

Amazon
04.2023 - Current

SENIOR LEARNING & DEVELOPMENT BUSINESS PARTNER

Amazon
11.2018 - 04.2023

SENIOR LEARNING & DEVELOPMENT MANAGER

Amazon
06.2016 - 11.2018

PROGRAM MANAGER, NORTH AMERICAN TRANSPORTATION

Amazon
10.2015 - 06.2016

SENIOR STORE OPERATIONS INNOVATION & TECHNOLOGY MANAGER

PetSmart
04.2014 - 06.2015

INBOUND TRANSPORTATION MANAGER

PetSmart
08.2011 - 04.2014

SUPPLY CHAIN SERVICE CENTER MANAGER

PetSmart
08.2009 - 08.2011

SENIOR REPLENISHMENT MANAGER

PetSmart
07.2007 - 08.2009

Bachelor of Arts - Organizational Leadership

Arizona State University

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KRISTA SWANSON