RACQUEL BUSH
San Bernardino,CA
Summary
Enthusiastic, motivated, self-starter with proven leadership skills, management experience and customer focus. Delivers strong performance with executive presence and communication skills. Enhances the customer experience by bringing operational efficiency using lean principles and process improvements. Exhibits an excellent work ethic and a vast knowledge of the end-to-end customer experience.
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
22
22
years of professional experience
2022
2022
years of post-secondary education
Work History
Learning Quality Change Ops (L6)
AMAZON
10.2022 - Current
- Oversees team of 83 (2AM's, 2 hourly L4's, 11 Tier 3's, and 68 indirect Amazonians) responsible for training all associate and management personnel covering TNS Process Paths, including PIT Operations; Responsible for quality execution of weekly IRDR count and SOX compliance audits; Captures and assists in maintaining all building quality defects under threshold; Process Change Leader supervising high and low level change initiatives in partnership with RME & IT teams; Partners with Safety team to ensure all safety learnings conducted timely.
- Achieved BIC (#7) in Quality Metric (Gross Inventory Adjustments) 2023
- Led team in realizing all new learning initiatives & technology, including Behind the Smile, Umbrella & OPTT
- Remained safety incident free (recordable) for 9 consecutive months
- Completed 7-hour onsite CI training & facilitated 4 PEAK Readiness projects, including the building of an on the floor training room and Asset Cage
IB Operations Manager (L6)
AMAZON
04.2021 - 10.2022
- Led a team of 150+ Amazonians covering IB Operations for the Receive & Stow Paths, supervising and managing daily performance for all associated KPI's, including performance management of 3 AM's & 4 PA's. Proactively addressed key issues including Safety and Quality, while executing labor planning and cross-training. Led all Prime Day & Whistle-stop initiatives as well as Quality POC.
- Promoted one Level 4 to 5 (2022) & responsible for promotion of dozens of AAs to Tier 3
- PA OLR Facilitator
- Received SITE Safety Champion Award 2022
- Appointed So-Cal lead for BEN 2021-2022
Learning & Quality Manager (L5)
AMAZON
07.2019 - 04.2021
- Launched the 1st Mezzanine site in California, one million square feet in length, onboarding 1700+ new associates, 75 managers, and 45 Tier 3's. Assisted in writing of Launch Playbook and introduced all Learning & ICQA Standard work as well as dozens of site specific PMV's. Partnered with Operations and Safety to ensure all employees were trained on standard work for both IB & OB. Trained as Adapt & Soft Skills presenter.
- Deployed 6 MyQuest Kiosk Stations throughout building
- Trained 12 new Learning Trainers across all 3 shifts
- Conducted Live Tier 3 Ascend Training Program training for 45 Tier 3's
- Launched SBD2 BEN Affinity Group
Area Manager II (Outbound - EOL/Fluid Load, LGB8)
AMAZON
03.2019 - 07.2019
- Led OB Outbound Operations, supervising 200+ associates, including 4+ Process Assistants running 5 congruent lines of business (Fluid Load, Manual Palletize, Robotics, Presort & Jackpot). Managed on-boarding of all associates, including seasonal employees while executing the processing and loading of up to 1M units daily. Managed daily performance, attendance and all associated indices, while proactively addressing key issues, such as Recirc. Modeled Amazon Principles and ensured all Amazon policies, specifically safety, were carried out at all times.
- Completed Yellow-Belt Six Sigma training
- Ops Summer Intern Manager (Intern hired & on year 2, promoted to L5)
- Partnered with Learning team to develop new EOL On-boarding process for PRIME DAY associates
- Re-vamped EOL Safety Audits in an effort to reduce incidents & improve overall effectiveness of associates
Area Manager II (Inbound - Case Receive & IB Dock, ONT8)
AMAZON
09.2017 - 03.2019
- Provided oversight for IB Dock Inbound Operations, managing up to 200 associates and an upwards of 9 permanent/seasonal process assistants. Responsible for processing an upwards of 1M units daily to Outbound Dock for distribution. Assisted and acted as proxy for Operations Manager conducting shift planning, bridging, and facilitation of deep dive. Forecasted labor updates for direct and indirect support. Facilitated quarterly production meetings to identify barriers. Prioritized and assigned shift duties to ensure operational efficiency. Delivered daily stand-up announcements and responded to senior escalations. Conducted daily feedback discussions regarding attendance, behavior, and productivity.
- Former record holder for Best Average Hourly TP/PID rate in a single shift (1,932c - 10/28/2018)
- Creator of 'Dock-Sort Audit', designed to reduce manual check-in & ensure standard work is followed
- Piloted FRX De-terminator tracking system raising ranking from 8 to 1 across IXD's for use/scans
- Successfully mentored Tier 3, promoted to hourly L4, Q1 2019
- ASC Committee Lead, spear-heading team of IB/OB AA's
Customer Operations Manager
VERIZON
06.2015 - 09.2017
- Led daily operations of the installation and repair of FiOS, High Speed Internet (HSI), and Wire Line services to more than 3k customers monthly. Ownership for executing expert leadership to an upwards of 25 union represented, customer facing technicians; Provided customer advocacy and quality management while interfacing with customers to drive brand awareness, addressing issues impacting the customer. Accountable for delivery and evaluation of safety and quality standards as well as overall training curriculum. Proactively managed and provided timely, effective employee development via direct feedback to associates regarding targeted KPI's and varied performance standards. Identified training needs in areas needing improvement, writing required performance reviews and appraisals. Adept at problem-solving and decision-making with both fast pace and flexible deadlines.
- Achieved 10% productivity and quality improvement through gap closure and follow up, with consistency
- Leveraged cross-departmental with Labor relations & EAP relations; Partnered with HR to re-distribute headcount and procure resources to align with customer high volume demand
- Developed and implemented initiatives to strengthen team morale, culture, and improve customer service delivery
- Collaborated and partnered with Human Resources to staff associates lost by way of retirements, expediting ramp-up of new employees, with a targeted on-boarding plan motivating employees to excel
- Provided high level change leadership to Verizon employees throughout the transition to Frontier Communications
Senior Staff Consultant
VERIZON
01.2010 - 01.2012
- Spearheaded project planning for process improvements in field operation for Mid-Hudson area of New York. Established benchmarks for success, standardized procedures, and analyzed data for executive presentation. Published KPI's to senior level leadership and field operations team monthly. Implemented effective compliance tracking procedures and quantitative reporting for all metrics. Provided timely and effective coaching with individual feedback to frontline supervisors and managers, developing employees to performance. Led cross-functional teams through several strategic initiatives to ensure deliverables met.
- Directed safety inspections, fleet inventory and distribution of tools for all locations throughout footprint, in line with regulatory and compliance standards
- Accountable for fulfillment and evaluation of training and development curriculum for more than 700 technicians
Area Operations Manager, Installation & Maintenance
VERIZON
01.2009 - 01.2010
- Provided expert leadership to 100+ associate employees and 8 frontline managers. Oversaw the installation and maintenance of FiOS, Broadband Internet, and Digital phone services to 150K subscribers daily. Fully accountable for service delivery, consequently generating over $150M in annual revenue. Provided timely and effective performance coaching and feedback, motivating frontline supervisors to perform at the highest standards in a competitive environment.
- Organized and executed canvass to increase technician headcount by 25%, cross-training existing technicians to support FiOS growth as a result of competitive landscape
- Designed and implemented time-sensitive grievance process for the handling of all labor disputes improving union-management relations
- Expanded relationships with external business units including logistics, real estate, and engineering
- Rendered oversight to 3 of 5 work locations in the Mid-state New York region using innovative techniques
- Progressively interviewed and selected new management talent
Operations Manager - Rotational Assignment
VERIZON
01.2008 - 01.2009
- Spearheaded the organization on several strategic initiatives, including recruiting, hiring and training of 100 contractors to conduct field audits of all Fiber Optic Video Services (FiOS) terminals. Solely monitored capital budget and contractor's adherence to all internal and external procedures, in close coordination with field operation managers and team leaders. Created and disseminated compliance presentations to New York Field team, Verizon leadership, and cross-functional team members via specialized database. Inputted, monitored and executed payroll to all contractors monthly, totaling $100K. Drove field accountability of both metrics and efficiency resulting in a heightened awareness and more internal field auditing.
Call Center Manager
VERIZON
01.2004 - 01.2008
Education
DEI Certified -
Cornell University
Master of Arts - Psychology
Adelphi University
Garden City, NYBachelor of Science - Social Science
Adelphi University
Garden City, NYSkills
- Technical Acumen
- Amazon Web-based Learning
- Quality Management Systems
- Information Management Systems
- Process improvement
- Safety compliance
- KPI analysis
- Training development
- Change management
Technical Acumen Knowledge
- MGHD
- PER Graduate
- Appeals Facilitator/Panelist
- OPS Intern Manager/Interviewer
- High Acumen in all Amazon Web-based Learning, Quality & Information Management Systems
Websites
Volunteer Community Leadership
- BEN SoCal POC|WIIXD POC, Amazon - LGB8, ONT8, SBD2
- Executive Vice-President, CITE (Verizon Affinity Group), 2010-2012
Qualifications Summary
Operations Leader - Performance Raiser, Enthusiastic, motivated, self-starter with proven leadership skills, management experience and customer focus. Delivers strong performance with executive presence and communication skills. Enhances the customer experience by bringing operational efficiency using lean principles and process improvements. Exhibits an excellent work ethic and a vast knowledge of the end-to-end customer experience., Two Time SITE Safety Award Winner, SLI Champion, ACES Benchmark POC, DEI Certified, Yellow Belt Trained
Timeline
Learning Quality Change Ops (L6)
AMAZON
10.2022 - Current
IB Operations Manager (L6)
AMAZON
04.2021 - 10.2022
Learning & Quality Manager (L5)
AMAZON
07.2019 - 04.2021
Area Manager II (Outbound - EOL/Fluid Load, LGB8)
AMAZON
03.2019 - 07.2019
Area Manager II (Inbound - Case Receive & IB Dock, ONT8)
AMAZON
09.2017 - 03.2019
Customer Operations Manager
VERIZON
06.2015 - 09.2017
Senior Staff Consultant
VERIZON
01.2010 - 01.2012
Area Operations Manager, Installation & Maintenance
VERIZON
01.2009 - 01.2010
Operations Manager - Rotational Assignment
VERIZON
01.2008 - 01.2009
Call Center Manager
VERIZON
01.2004 - 01.2008
DEI Certified -
Cornell University
Master of Arts - Psychology
Adelphi University
Bachelor of Science - Social Science
Adelphi University