London Highsmith
Orlando,USA
Summary
Results-oriented Process Assistant with a proven track record of leading teams and resolving complex operational challenges to drive significant performance improvements. Recognized for innovative problem-solving skills, data-driven decision-making, and effective cross-functional collaboration within high-volume Amazon fulfillment centers. Expertise in process management and operational support consistently optimizes workflows and enhances team collaboration to achieve outstanding results. Known for reliability and adaptability in dynamic environments, with proficiency in process documentation and quality control ensuring operational excellence.
Overview
8
8
years of professional experience
Work History
Process Assistant – ICQA Tier 3
Amazon – Boggy Creek (MC01), Orlando, FL
06.2022 - Current
- Assumed Data Analyst (DA) responsibilities during Peak (Weeks 52–3), resolving 434 inventory discrepancies and identifying key defect trends across departments: Stow (35.9%), ICQA (12.7%), and Pick (8.8%).
- Created and implemented defect reduction solutions targeting “stow not scanned” (46 instances) and “wrong ASIN” (43 instances), improving Inbound SIPS DPMO from 24K (Week 52) to 21.3K (Week 4).
- Led development of STUs (Seek to Understand) for IRDR defect reduction, in collaboration with ICQA AM and PAs. Reduced DPMO from 26.7K (Week 1) to 18.9K (Week 8), contributing to a sitewide 15K DPMO goal.
- Maintained three benchmark DPMO rates of 15K from Week 38 to Week 48, validating the effectiveness of standard work implementation and coaching across teams.
- Simultaneously performed multiple PA roles from September 2024 to January 2025 while managing 80% of ICQA operations. Optimized direct labor and indirect cost tracking with zero impact to shift budgets.
Process Assistant – Pick Tier 3
Amazon – Boggy Creek (MC01), Orlando, FL
09.2018 - 06.2022
- Operated as backup Area Manager across 4 floors during high-volume shifts, coordinating over 140 associates and managing an average of 45,000 pick tasks per shift.
- Designed and implemented a training system inspired by the “tennis method” for new hires, leading to a 5.2% week-over-week increase in learning curve performance (Data from SiriusStar, Jan 2021).
- Trained two Level 4 Managers (Tom Trotter and Jay Presly) while serving as a Level 3. Jay’s team achieved a 4.1% monthly rate increase, becoming the top-performing pick team (March 2020).
- Successfully onboarded 110 associates (July–Sept 2020); trainees exceeded projected rates by 3.7% (Expected: 320, Actual: 332), contributing to regional top pick team recognition.
Education
Bachelor of Science - Criminal Justice
Southern New Hampshire State University
04-2026
Skills
- Process optimization
- Stock oversight and quality assessment
- Data-driven decision making
- Collaborative project management
- Financial oversight
- Employee orientation and training
- Conflict Resolution & Communication
- Safety management
- Workflow management
- Assignment delegation
- Management support
Timeline
Process Assistant – ICQA Tier 3
Amazon – Boggy Creek (MC01), Orlando, FL
06.2022 - Current
Process Assistant – Pick Tier 3
Amazon – Boggy Creek (MC01), Orlando, FL
09.2018 - 06.2022
Bachelor of Science - Criminal Justice
Southern New Hampshire State University