Marta Hopper
Arvada,CO
Summary
Diligent Operations Manager bringing 14 years of experience in operations, production management, organizational development and team building within diverse industries. Proficient in planning, coordinating and executing successful production strategies. Adept at improving operational stability, efficiency and profitability. Team-minded individual works well with senior stakeholders and effectively prioritize tasks.
Overview
19
19
years of professional experience
Work History
Operations Manager, Manager III
Amazon, SSD
Denver, CO
01.2021 - Current
- Led improvement initiatives to advance operational efficiencies in Last Mile Delivery from 4.81% late metrics to 1.80% in 3 month period to enhance Customer Experience.
- Advanced productivity KPIs to achieve key business goals and objectives with implementation of labor calculator based on expected volume that helped decrease building VCPU by 1143 bps in 5 months.
- Developed systems to track and log work issues.
- Supervised labor costs and departmental expenses to remain in line with budget.
Area Manager, Manager II
Amazon Prime Now 3P
Seattle, WA
09.2019 - 12.2020
- Manager of multiple (4) Whole Foods Market sites consisting of 800+ direct reports
- Motivated employees to share ideas and feedback
- Act as direct liaison with store leadership as Amazon representative
- Improved PDR (Perfect Delivery Rate) in Q4 of 2019 by discovering and escalating fraudulent delivery partner operation working in Seattle area
- Realigned procedures and daily protocols with changing business demands due to Covid-19, including on boarding of 300+ new hires to meet 276% sustained volume increase WoW for 2 months
- Develop initiatives for process improvement and reviewed and assessed ongoing operations
Area Manager, Manager II
Amazon Prime Now
Kirkland, WA
07.2017 - 09.2019
- Improved site UPH, and reduction of 4 week average hours of 777 to 688 (11% improvement), and VCPU reaching site all-time low of $.55 (Wk35) from $0.81 from Q1 to Q2 2018
- Implemented outbound picker drop-and-go process which provided increase in overall pick rate, from 63 to 90 UPH , and achieved benchmark status for site, with third best OB UPH in sites region
- Resource and POC for many teams in network, including: o Supply Chain, (as test site for Direct to Store Delivery for Anheuser-Busch and Mission Foods), o In Stock team (testing case-pack direct to bin receiving), o Central Operations (testing many programs, including batchinator and 30- minute scheduling and route assignment) and currently beta site for Dolphin project for batching.
Assistant Manager, Manager I
Amazon Prime Now
Kirkland, WA
06.2015 - 07.2017
- Hired as Dispatch Supervisor for first 1 and 2 hour delivery site in state, promoted after first year to Assistant Manager
- Lead process improvement initiatives that increased productivity by 96% while simultaneously reducing head count by 62%
- Worked with site leadership to reduce total cost per delivery by 70% while maintaining 98% perfect delivery rate 4 months after launch execution
- Launched first 100% crowd sourcing delivery program for Prime Now network and implemented strategies for regional sites throughout regional sites
- Review work forecasts and determine productivity requirements to meet overall logistics operations objectives daily with emphasis on customer satisfaction
- Balance labor to maintain cost effective, efficient shift while meeting all production goals
- Embrace start-up mentality and emphasize “have fun”
- Site Safety leader ensuring safe operations and precautions meet standards and promote safety culture within building
Operations Supervisor
Rural Metro Ambulance
Everett, WA
01.2013 - 06.2015
- Improved call taking accuracy and speed by 25% by implementing new process for interrogation and call entry
- Coordinate and lead contracted vendor meetings to make sure company was in compliance
- Work with upper management to ensure appropriate changes are made to improve customer satisfaction
- Train all new hires and create training and resource material for continued education
- Formulate and enforce Call Center policies, procedures and quality assurance measures
Shift and Training Supervisor
Snopac 911
Everett, WA
04.2009 - 07.2012
- Promoted from Dispatcher to Lead Dispatcher to Supervisor to Training Supervisor
- Established and lead multi agency project team for major technology change successfully without interruption of 9-1-1 services 25% sooner than anticipated for decrease of $50K in overtime and stand-by costs
- Manage activities of 25 Center Training Officers and 30 shift dispatchers for largest combined 9-1-1 center in Washington state
- Develop, implement and monitor training programs to maximize field and citizen satisfaction
- Perform on going Quality Assurance/Quality Improvement for all disciplines of 911 call center
- Provide continued education via web seminar and monthly training meetings
- Lead selection and implementation of new phone system and provided information on technical issues, equipment operations and procedures
Training Specialist
Positron Public Safety Montreal
, CA
07.2003 - 03.2009
- Training Specialist that traveled internationally providing technical configuration of 9-1-1 software, assessment of needs and training to major metropolitan Police and Fire communications centers
- Developed technical training manuals and training for IT departments
- Lead Project Management team consisting of 5-6 major communications companies and agencies through 9-1-1 technology conversions with 100% success rate for no interruption of emergency service and under budget
Education
Physical Education And Coaching
University of Northern Colorado
Greeley, COSkills
- Process improvement strategies
- Interrogation Skills
- Performance monitoring
- Team leadership and direction
- Risk management
- Vendor management
- Quality assurance
- Operations management
- Logistics Operations
- Customer Service
Accomplishments
- Initiated pilot program to automate associate missed punches that resulted in a savings of over 42K hours annuallyacross the network for 3P
- Managed (10) STA managers and 800~ direct reports while overseeing (4) large volume
- WFMoA stores in the Pacific Northwest during the early stages of Covid-19 while maintaining good customer andassociate experience ratings.
Timeline
Operations Manager, Manager III
Amazon, SSD
01.2021 - Current
Area Manager, Manager II
Amazon Prime Now 3P
09.2019 - 12.2020
Area Manager, Manager II
Amazon Prime Now
07.2017 - 09.2019
Assistant Manager, Manager I
Amazon Prime Now
06.2015 - 07.2017
Operations Supervisor
Rural Metro Ambulance
01.2013 - 06.2015
Shift and Training Supervisor
Snopac 911
04.2009 - 07.2012
Training Specialist
Positron Public Safety Montreal
07.2003 - 03.2009
Physical Education And Coaching
University of Northern Colorado
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