Vince Hayes
Gilbert,AZ
Summary
A collaborative leader focused on performance excellence across Customer Support, Fraud, and Trust & Safety. Dedicated to building, promoting, and empowering a solid work culture through investing in and maintaining relationships. Partnering with diverse cross-functional stakeholders in fast-paced settings across multiple geographies. Problem solver, looking for opportunities to streamline operations, decrease costs, and promote organizational efficiency.
Overview
25
25
years of professional experience
Work History
Quality Assurance Manager
DoorDash, Inc
08.2019 - Current
- Leverage AI, Speech Analytics, and Manual reviews for holistic view of customer experience
- Implement quality assurance platform (QMS)
- Implementation of new support standards across 20k frontline and quality teammates
- Deliver subject matter expertise for internal and external partners on compliance and best practices.
- Manage full life cycle of assigned audits in alignment with top-line OKRs.
- Develop onboarding training materials and facilitate learnings for leaders.
- Root cause analysis to resolve support quality defects
- Improved customer satisfaction ratings through meticulous attention to detail and consistent quality control measures.
Continuous Improvement Manager
Amazon Fulfillment
03.2018 - 07.2019
- New hire onboarding
- Project management Public speaking
- Directed activities of 200+ employees as lead manager
- Improved business performance in areas such as Fast Start and Strong Finish
- Trained, coached, and mentored staff to ensure smooth adoption of standard work within inbound operations
- Taught skills in resume writing, interview preparation, and communication skills via both classroom and individual instruction
- Oriented newly hired employees by providing company information, facilitating onboarding processes, and establishing position-related requirements.
- Developed systems and procedures to improve operational quality and team efficiency.
Operations Manager, Quality Assurance
Amazon Fulfillment
10.2015 - 01.2017
- Led team of 120 frontline teammates and 10 supervisors
- Maintained highest productivity and defects cleaned rate
- Established operational objectives, standardized start-of-shift and shift performance reporting to highlight successes
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
Training and Development Manager
Amazon.Inc
08.2013 - 10.2015
- Implemented Safety Training and compliance for Amazon Logistics, North America
- Managed e-learning and other training content
- Developed network-wide staffing model to support LT&D for 72 delivery stations
- Lead network with highest compliance metrics.
- Provided world-class onboarding and assimilation training for all new leaders within Amazon Logistics org.
- Skilled at working independently and collaboratively in team environment.
Learning Coordinator
Amazon.Inc
11.2011 - 01.2013
- Established best practices to streamline on-boarding
- Managed new leader assimilation program for new leaders
- Successfully on-boarded more than 5000 contract associates yearly
- Certified Continuous Improvement Instructor (Amazon)
- Supported Launch of 8 sites
- Active Mentor
Education
Professional License - Physiology
Ashmead College
Seattle09.1995
Skills
- Performance Excellence
- Continuous Improvement
- Cross-Functional Teamwork
- Process Improvement
- Leadership Development
- Policy Implementation
- Root Cause Analysis
- Operations Management
- Mentorship
- Business Development
- Performance Management
Timeline
Quality Assurance Manager
DoorDash, Inc
08.2019 - Current
Continuous Improvement Manager
Amazon Fulfillment
03.2018 - 07.2019
Operations Manager, Quality Assurance
Amazon Fulfillment
10.2015 - 01.2017
Training and Development Manager
Amazon.Inc
08.2013 - 10.2015
Learning Coordinator
Amazon.Inc
11.2011 - 01.2013
Professional License - Physiology
Ashmead College
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