SASHA KOSMOWSKI
La Veta,NV
Summary
Results-oriented business leader with more than 15 years of experience in day-to-day business operations management. Effective liaison to key clients, accounts and external business stakeholders. Leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company. Streamlines processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines. Merger and acquisitions specialist adept in creating seamless integration of new operations and businesses.
Overview
15
15
years of professional experience
Work History
Realtor® Salesperson
CanZell Realty Inc.
02.2023 - Current
- Proven ability to learn quickly and adapt to new situations
- Skilled at working independently and collaboratively in a team environment
Realtor® Salesperson
Simply Vegas
02.2022 - 02.2023
- Successfully closed $3.03M in home sales
- Listened to clients and introduced solutions to satisfy business and personal needs.
- Generated new leads through networking and attending industry events.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Worked to build relationships with customers and built potential for additional sales.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Developed and grew leads through repeat business and customer referrals.
- Managed customer from initial contact to closing with attention to detail to build loyalty.
Realtor® Salesperson
Forever Home Realty
12.2021 - 02.2022
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Negotiated contracts with clients and developed relationships with key personnel.
- Managed customer from initial contact to closing with attention to detail to build loyalty.
General Manager/Senior Manager
Amazon.com, Inc. Or Its Affiliates
08.2017 - 10.2021
- Recognized as critical, high performing leader across Americas and Worldwide Customer Service who led largest Virtual organization which operated across 45 states, ranging in headcount from ~2K frontline employees and ~110 leaders to ~10K frontline employees and ~400 leaders
- Built innovative teams who supported approximately 18 different lines of business and multiple contact channels (phone, chat, email) with delivered cost avoidance/savings of $50M from 2018-2021
- Developed approximately 60 employees who were exported to roles of leadership, greater scope and complexity through mentorship, scalable development programs and ongoing continuous learning
- Consistently met or exceeded key performance indicators in quality, efficiency, and productivity
- Successfully managing operating budget of approximately $120M+ annually
- Champion of Diversity, Equity, and Inclusion responsible for building one of the most diverse leadership teams in female and minority representation within U.S
- Customer Service organization
- Served as specialized interviewer to assess high caliber talent during program, leadership, tech, HR, and operations roles
- Specialty trained in Leadership development successfully onboarding more than 500 mid-level managers and above during tenure
- Created sustainable and measurable program to identify, recover and reduce customer impacting fraud which resulted in more than ~$2M in recovered funds for ~14k customers.
Operations Manager
Amazon.com, Inc. Or Its Affiliates
03.2015 - 08.2017
- Managed several niche lines of business and drove innovation to simplify complexities which led to de-specialization of two lines of business thus increasing staffing flexibility and decreasing cost
- Developed first Customer Service led Operational Planning for Amazon.ca Customer Service which secured investments in scaling size and redundancy of French support
- Key player in transitioning brick-and-mortar site to virtual in 2016
- Developed virtual part time flexible staffing model which provided flexibility of up to 32% that mitigated hiring ramps and provided burst capacity
- This model exists today and has expanded globally.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms
Customer Service Manager
Amazon.com, Inc. Or Its Affiliates
06.2013 - 03.2015
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Kept accurate records to document customer service actions and discussions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Customer Service Senior Associate
Amazon.com, Inc. Or Its Affiliates
01.2013 - 06.2013
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Cross-trained and backed up other customer service managers.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
Customer Service Associate
Amazon.com, Inc. Or Its Affiliates
08.2011 - 01.2013
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
B.S - General Psychology
Capella University
Minneapolis, MNHuman Resource Management
Western Governor's University
Skills
- Process and Procedure Refinement
- Strategic Vision
- Operational Efficiency
- Corrective Actions
- Reporting Tools
- Motivational Leadership
- Workload Delegation
- Succession Planning
- Program Monitoring
- Continuous Quality Improvement (CQI)
- Program Optimization
- Profit and Loss Control
- Las Vegas Association of Realtors
Philanthropy
Full-time volunteer for Vegas Pet Rescue Project with specific focus in application approval
2023 St. Jude Walk/Run Event Experience Chair
Timeline
Realtor® Salesperson
CanZell Realty Inc.
02.2023 - Current
Realtor® Salesperson
Simply Vegas
02.2022 - 02.2023
Realtor® Salesperson
Forever Home Realty
12.2021 - 02.2022
General Manager/Senior Manager
Amazon.com, Inc. Or Its Affiliates
08.2017 - 10.2021
Operations Manager
Amazon.com, Inc. Or Its Affiliates
03.2015 - 08.2017
Customer Service Manager
Amazon.com, Inc. Or Its Affiliates
06.2013 - 03.2015
Customer Service Senior Associate
Amazon.com, Inc. Or Its Affiliates
01.2013 - 06.2013
Customer Service Associate
Amazon.com, Inc. Or Its Affiliates
08.2011 - 01.2013
B.S - General Psychology
Capella University
Human Resource Management
Western Governor's University
Similar Profiles
Sue WaggonerSue Waggoner
Real Estate Broker at Canzell RealtyReal Estate Broker at Canzell Realty
Justin WhitfieldJustin Whitfield
Realtor at Whitfield Realtors Powered By CanzellRealtor at Whitfield Realtors Powered By Canzell
MICHAEL KEENANMICHAEL KEENAN
Real Estate Agent at Innovation Realty / Waybridge Realty / Solid Rock RealtyReal Estate Agent at Innovation Realty / Waybridge Realty / Solid Rock Realty
Ashlyn CooperAshlyn Cooper
Boutique Owner at Ashlyn CooperBoutique Owner at Ashlyn Cooper
Merrideth ApodacaMerrideth Apodaca
Owner/Operator at Cafe Rosa Mystica Coffeehouse, Gifts & FlowersOwner/Operator at Cafe Rosa Mystica Coffeehouse, Gifts & Flowers