Liz Campbell
Crown City,OH
Summary
Strategic Operational and Talent Development Professional with a blend of over 18 collective years with Amazon, 15 successful years’ operational and process improvement experience in Customer Service and 3.5 years in HR with recognized strengths in customer obsession, emotional intelligence, and cross-functional global partnership. Exceptional ability to train, lead, motivate, and influence cross-functionally and globally across both physical and virtual environments. Deep operational expertise, relentless tenacity and curiosity and the ability to drive a vision that can scale.
Overview
26
26
years of professional experience
Work History
Global Talent Development Program Manager
Amazon: PXT Shared Services
Ohio/Tennessee, IL
01.2022 - Current
- Managed, owned, and facilitated two Diversity and one Leadership program for 15,000+ Global HR organization (PXT) driving YoY improvement of 156% graduates across 12 countries.
- Engaged with global customers, partners and constituent groups to create positive, trusting and professional relationships.
- Created new program KPIs and reported program KPIs allowing line of sight into impact and relevancy of owned programs.
- Proposed development, testing, and analytic improvements to positively impact usability, function and performance.
- Created team of leader teachers to allow for scaling of programs beyond current 12 countries with goal of 20 countries by end of 2023.
North America Quality & Learning Manager
Amazon: PXT Shared Services
Ohio/Tennessee, (Remote)
09.2020 - 01.2022
- Implemented new quality and learning teams and established new North American quality assurance and learning standards.
- Established scalable, onboarding and learning standard work for both new and current employees.
- Determined and created specific CTQ (critical to Quality) parameters and quality KPIs to gain visibility and drive customer experience improvement; this became global quality standard and was launched in Europe and India in 2021.
- Self-taught and built reporting in Salesforce for Quality and Site KPIs providing for first time automated North American performance data for PXT Operational Centers; reporting expanded to Europe and India in 2021.
- Paid attention to detail while completing assignments
Site Leader
Amazon: PXT Operational Center
Nashville (Hybrid), TN
07.2019 - 09.2020
- Launched, directed and lead, 1st Amazon HR Regional Center for Central/East Coast overseeing 8 regional managers and 240+ indirect employees.
- Formulated and created site KPIs to benchmark performance that were adopted as NA standard for site performance.
- Created and launched Onboarding, Quality, Leadership Performance and Remote working protocol to support 2 NA sites with 600 employees.
- Drove improvement of 17.4% efficiency in employee handle time along with 20.6% improvement in meeting site service level.
Operations Manager, Customer Service
Amazon - World Wide Customer Service
Huntington, WV
11.2015 - 07.2019
- Managed 3-5 global specialty customer service teams across US, Africa & India driving a team of 8-12 customer service managers and 100-150 customer service associates
- FCR Lab/Pilot Project Manager successfully driving $13.3M savings/13.7M contact reduction for Charge Inquiries and 12M contact reduction/$49M concession savings in repeat customer contacts.
- Leadership Development POC responsible for driving site success with promotions (5% of CSA promoted to new roles); supporting & maintaining quarterly Succession Planning, Thrive & ACS; and leading as Western Hemisphere Leader as Teacher launching WA and Costa Rica Programs.
- Built, launched and hosted annual Leadership Talent Review based on quantifiable data.
Customer Service Manager II
Amazon - World Wide Customer Service (Remote)
Houston, TX
08.2013 - 10.2013
- Supervised and assessed performances for 35-150 customer service agents across five specialty customer teams.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- POC for five NA specialty businesses within customer service.
- Completed special projects by using effective decision making, critical thinking and time management skills.
Work Force Staffing/Planning Manager
Amazon - World Wide Customer Service
Grand Forks, ND
09.2012 - 07.2013
- Managed and led team of 4 supporting two GF site locations for 12 customer service specialties.
- Created new methodologies to improve staffing plans and mitigate previous and known risks; increased efficiencies by 12.7%.
- Assisted with internal staffing planning, analysis and allocation.
Customer Service Manager I
Amazon - World Wide Customer Service
Grand Forks, ND
10.2007 - 08.2012
- ·Supervised and assessed performances for 15-35 customer service agents across eight different specialties during this time period.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Trained 12 onboarding classes with 99.5% success rate.
- Completed Green Belt project and certification leading to 376k customer contact reduction.
Customer Service Associate
Amazon - World Wide Customer Service
Grand Forks, ND
07.2004 - 01.2006
- Helped 120+ customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns as well as 99.7% average satisfaction rate.
- Informed customers about special promotions and provided detailed information for various products.
- Assisted with seven onboarding training classes.
Elementary Classroom Teacher
Sacred Heart School
Del Rio, TX
01.2001 - 01.2003
- Built positive relationships with over 200 parents to involve families in educational process.
- Taught core subjects of math, science, reading, technology and history.
- Planned lessons according to district standards to cover requirements and prepare for standardized tests.
- Built first automatic calculating grade book system via Excel for 15 members of faculty.
Food Lab Purity Analyst
Bunge Foods
Fort Worth, TX
01.1997 - 01.2001
- Performed 60+ daily high complexity testing by preparing specimens for analysis and maintaining assay quality.
- Prepared and examined specimens using variety of instruments, histologic and molecular diagnostic techniques.
- Prioritized work assigned, maintained accurate records of work performed and initiated corrective action in case of sub-standard sample batches.
- Recorded and interpreted laboratory results to present to production management.
Education
Bachelor of Arts - Anthropology
The University of Texas At Arlington
12.2000
Bachelor of Science - Biology
The University of Texas At Arlington
05.1995
Skills
- Strategic Vision
- Strategy Implementation
- Leadership Competency
- Lean Six Sigma
- Operational Efficiency
- Change Management
- Emotional Intelligence
- Verbal and Written Communication
Languages
Spansih
Limited Working
Timeline
Global Talent Development Program Manager
Amazon: PXT Shared Services
01.2022 - Current
North America Quality & Learning Manager
Amazon: PXT Shared Services
09.2020 - 01.2022
Site Leader
Amazon: PXT Operational Center
07.2019 - 09.2020
Operations Manager, Customer Service
Amazon - World Wide Customer Service
11.2015 - 07.2019
Customer Service Manager II
Amazon - World Wide Customer Service (Remote)
08.2013 - 10.2013
Work Force Staffing/Planning Manager
Amazon - World Wide Customer Service
09.2012 - 07.2013
Customer Service Manager I
Amazon - World Wide Customer Service
10.2007 - 08.2012
Customer Service Associate
Amazon - World Wide Customer Service
07.2004 - 01.2006
Elementary Classroom Teacher
Sacred Heart School
01.2001 - 01.2003
Food Lab Purity Analyst
Bunge Foods
01.1997 - 01.2001
Bachelor of Arts - Anthropology
The University of Texas At Arlington
Bachelor of Science - Biology
The University of Texas At Arlington
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