Georgia College & State University

WW CS ACES Sr. Program Manager at Amazon

Sr. Amazon Customer Excellence System (ACES) Manager, leading a global team responsible for optimizing the returns and refunds experience for Consumer Retail and Digital Devices Alexa Support (D2AS) customers. Responsible for global program strategy, operational planning, organizational design, portfolio execution, and senior talent development. In two years, successfully scaled the program from a regional team of three, to a global program team of 18 Sr. CI leaders, delivering cost-savings of $175M (120% to goal) in 2022, and $151M (117% to goal) in 2023 toward S-Team level goals.

To further scale business impact, led a cross-functional team of >75 global leaders from the Americas, Europe, India, Middle East/North Africa, and Asia-Pacific regions in the design of a global cost-savings roadmap and execution framework. Conducted end-to-end value stream analysis using a suite of metrics and key performance indicators to reduce return-related costs and optimize customer experience. Through this global initiative, delivered an additional $295M in cost-savings through defect elimination and CS policy optimization across multiple organizations.

Amazon

WW CS ACES Sr. Manager, Program Management

Designed, launched and managed the Americas ACES Contact Reduction Program for Amazon Customer Service.  Led a global team of seven Sr. Continuous Improvement Experts to improve the Amazon Customer Experience through defect elimination and automated issue resolution, resulting in $8.4M in annualized contact elimination savings across the US, Canada, and Latin America.

Americas CS ACES Program Manager

Program manager for Amazon Customer Service. Delivered $2.4M in cost savings by improving contact routing and automated resolution rate of customer contacts. Eliminated waste in the virtual on-boarding process by leading a cross-functional team through lean methodology, improving the on-boarding timeline and attrition rate for virtual CS agents. Earned Q1 2020 ToyYoda Award (Amazon Kaizen of the Quarter), and 2020 Amazon Customer Service Kaizen of the Year award.

CS ACES Senior Continuous Improvement Expert

Led the continuous improvement cycle for Amazon Virtual Customer Service (VCS) in North America. Designed and launched the virtual Gemba mechanisms for the daily escalation of issues in the virtual environment. Consulted CS operations leaders in the execution of the NA VCS cost saving project portfolio, delivering $8M annualized in 2018.

CS ACES KPO (Kaizen Promotion Officer)

Project manager for the ergonomic development of Amazon fulfillment centers. Led Kaizen events to minimize ergonomic risk and drive safety engineering improvement.  Provided data analysis to identify injury trends, root cause analysis and corrective actions.

Injury Prevention Specialist

Design and implement wellness, therapy and health education programs for patients of all ages and abilities.  Cultivate and maintain positive relationships with strategic partners and clients throughout the community.  Serve on multiple committees for the design and expansion of Cape Cod Healthcare wellness programming.  Oversee billing reconciliation for all three of our outpatient rehabilitation offices.  Manage fiscal budget for sports medicine department.  Hands on treatment of patients with a multitude of rehabilitative and performance goals.

Cape Cod Healthcare

Wellness Program Manager

Head athletic trainer and instructor for the Chatham Anglers of the elite collegiate summer baseball league.  Hired, trained and managed sports medicine team consisting of assistant athletic trainers, pre-medicine students, physical therapy students, and strength coaches.  Implemented rehabilitative, strength and conditioning programs for elite baseball players.

Danny O'Keefe