Mary White
San Antonio,TX
Summary
Result- driven and detail-oriented associate seeking to leverage in fast-paced environment to contribute to Amazon efficient sortation operations. Implement audits to help with AA’s with barriers to improve defects (DPMO) on AFE operations. Proven ability to exceed productivity and accuracy goals in warehouse settings. Train all new Amazon Associates up to Amazon standards to set them up for success.
Overview
5
5
years of professional experience
Work History
Amazon
07.2023 - Current
- Sort Hero
- Process Guide
- Learning Ambassador
- Providing coverage for PA when needed.
- Delivered and led a Sort Hero DPMO (Defects Per Million Opportunities) training class for team members, focusing on maintaining high customer quality standards. Created and executed multiple daily audits, resulting in a 10% improvement in PIM (Process Improvement Metrics)
- Fully understand the workflow, as well as the daily production goals.
- Assisting in keeping areas clean and organized, safety up to par. Partnered with various support teams; Safety, RME and IT to keep sustainable ETA requirements for customer promise.
- Identify and recognize safety hazards within my work area.
- Provide policy follow-ups and attendance tracking.
- Assisting on the floor as an AA resource (i.e. Cover AA when needed to go to RR) training AA and verifying SOP compliance. Coaching associates to comply with work safety rules.
- Referring all job injuries immediately to the area manager or process assistant.
- Helping support the daily management of my department duties, labor, meetings, assigning job duties to associates, and communicating with the flow desk.
- Leading the working well Huddles.
- Spearheaded a continuous improvement initiative in the AFE department by developing a systematic approach for radio communications. This improvement led to a 15% increase in adherence to metric standards within the packing process path.
- Technical Software programs within Amazon VPN.
- Assisted leadership as a process guide by leading 40-70 direct report on a daily bases in order to efficiently operate supply chain logistics.
Call Center Representative/ Customer Service
Texas Department Human Services
02.2021 - 03.2023
- Managed 70 high call volumes per day while providing exceptional customer support and maintaining professional composure.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Education
Associates Degree - undefined
Saint Phillips College
San Antonio, TX01.2024
Skills
- Expert in Microsoft, Excel, Adobe, Outlook and
- POPs
- FC Research
- Rodeo
- Staffing Command Center
- Apollo audits
- LAAP audits
- Rainbow
- Associate development Coaching
- Jam Clear Trained
- Peculiar
- Atlas
Timeline
Amazon
07.2023 - Current
Call Center Representative/ Customer Service
Texas Department Human Services
02.2021 - 03.2023
Associates Degree - undefined
Saint Phillips College
Personal Summary
Highly dedicated and results-driven Fulfillment Center Associate with experience in working in fast -paced Amazon warehouse. Optimizing workflow, managing teams, and efficiency driven. Diligent and highly motivated in learning new skills and implementing them in my everyday tasks. I excel in both independently environments as well as working within a team. I am discipline, goal oriented and effective in problem solving skills, with a keen ability to listen attentively and a upbeat resilient personality.