Vana Cunnigan
Las Vegas,NV
Summary
Operations and Customer Experience leader with 10+ years of experience driving operational excellence, process improvement, and high-performing teams. Proven success leading large-scale operations, optimizing performance through data-driven decision making, and improving customer experience across technology, financial services, and logistics. Skilled in cross-functional leadership, workforce development, and continuous improvement.
Overview
15
15
years of professional experience
Work History
Area Manager II
Amazon
12.2025 - Current
- Lead daily fulfillment operations for a department of 100+ associates, driving performance across safety, quality, productivity, and customer delivery metrics.
- Analyze operational data and key performance indicators to identify process improvement opportunities, optimize labor planning, and improve overall operational efficiency.
- Partner with cross-functional teams, including Human Resources, Safety, Learning, and Operations, to develop employees, improve workflows, and support continuous operational excellence.
Assistance Vice President of Customer Performance
Barclays
02.2023 - Current
- Direct governance and control oversight across Fraud, Care, and Partner Services portfolios, ensuring alignment with enterprise standards and regulatory expectations.
- Led initiatives improving transfer accuracy by 15% and reducing customer complaints by 20% through process redesign and agent enablement.
- Created comprehensive dashboards for TNPS and CSAT, providing operational insights that improved accountability and strategic initiatives across the organization.
- Led cross-functional teams from ideation to execution of strategic initiatives, enhancing operational efficiency and achieving key business objectives within the first quarter.
Senior Advisor Lead III
Apple Inc
09.2015 - 01.2023
- Achieved operational integrity by enforcing compliance with corporate policies across 2 customer-support divisions, supporting value creation and growth objectives within 12 months.
- Collaborated with Quality, Training, and Product teams to enhance policy adherence, resulting in a 13% increase in issue-resolution accuracy within 6 months.
- Implemented data-driven strategies to monitor KPIs, fostering a culture of accountability that supported business development and improved operational efficiency.
- Increased first-call resolution rates by 30% within 6 months by implementing targeted training workshops that enhanced agents' product knowledge and troubleshooting skills.
- Remote
Store Manager
AT&T Mobility
10.2011 - 08.2015
- Led a 40-member sales and service team, enhancing performance management and operational efficiency, resulting in a 24% increase in customer satisfaction within 6 months.
- Implemented process controls that enhanced accuracy, compliance, and customer satisfaction.
- Increased team efficiency by identifying and resolving operational inefficiencies, resulting in a 15% boost in customer satisfaction within 6 months.
- Fostered strong relationships with clients, resulting in improved client management practices and a significant increase in upsell opportunities through targeted strategies.
- Enhanced client relationships and achieved a 7% increase in revenue by effectively utilizing communication skills to promote cross-selling opportunities.
Education
MBA - Business Administration And Management
Purdue Global University
Online02.2027
BS - Digital Cinematography
Full Sail University
Winter Park, FL12.2024
Timeline
Area Manager II
Amazon
12.2025 - Current
Assistance Vice President of Customer Performance
Barclays
02.2023 - Current
Senior Advisor Lead III
Apple Inc
09.2015 - 01.2023
Store Manager
AT&T Mobility
10.2011 - 08.2015
MBA - Business Administration And Management
Purdue Global University
BS - Digital Cinematography
Full Sail University