Experiences at Amazon.com

Security, infrastructure, software development.

Design and impliment customer service training curriculum for the highest consumer-rated customer service on the planet.

I managed the day-to-day global fraud operations of Amazon's Buyer Risk (2001 - 2005) and Merchant Risk (2005 - 2006) Operations teams ensuring aggressive SLAs were met and exceeded. My teams were responsible for evaluating suspicious buyer transactions (e.g. credit card fraud), suspicious 3rd party merchant activity (e.g. merchant fraud), and the overall Amazon Payments credit-worthiness of merchants....

received merchandise off trucks and stocked product using RF scanner. kept up with the requirement of having to stock 200 products per hour

104 months, all spent in the Customer Service organization.

Starting as a CS rep for a fast growing internet bookstore with ~145 million in revenues.

Ending as the single point of contact for network call center operations and primary support engineer of the North American phone system (call routing engine and metrics database). This system supported multiple lines of business and carried 25,000+ calls daily with tremendous seasonal traffic growth every 4th quarter.

Worth noting that Amazon.com grew to ~10.7 billion in revenue during these 8.5 years, adding many lines of business and service offerings along the way.

It was a fantastic training ground with constant change and excitement, working alongside countless great minds with eyes towards doing things that had not been done before....

At Amazon.com, managed business development for Amazon Marketplace and the Amazon.com Commerce Network, working on the deal team for Amazon's first major brick-and-mortar partnership with Toys R' Us.

Coordinated, produced, and sent "Amazon.com Delivers" e-mail newsletters for more than 60 product categories a month.

- Responsible for labor rate analysts reports in 2004 for temp-to-hire program.
- Training & Implementation of new TPM (Total Preventative Maintenance) processes.
- Development of data collection methods for TPM and OE programs
- Managing and maintaining an access database which I created to track the effects of mechanical failures on production rates.
- Presentation of data in visual formats for operations and engineering team meetings
- Involvement in several improvement initiative teams, including TPM, Autobox Improvement, Data Automation, and other Greenbelt projects....

- Manage all service/maintenance contracts includes; requesting blanket orders, matching incoming invoices to works orders for payment approvals, meeting with contractors to obtain job quotes & setup new service agreements, managing contractors to complete work properly & by deadline.
- Manage all production equipment. Includes; Coordinating installation, warranty issues, scheduling maintenance & repairs, purchasing parts, maintaining spare parts inventory, cross-referencing equipment parts to local manufacturers.
- Manage parts inventory system of over 5,000 parts. Includes; maintaining adequate stock levels, assessing annual costs & usage, establishing multiple vendors for competitive price & delivery agreements, adjusting inventory requirements based on equipment usage & budgetary constraints.
- Manage physical inventory verifications. Analyze outages
- Responsible for over $2M annual spending budget.
- Train maintenance techs how to properly perform daily procedures; completing work orders, daily labor tracking, LOTO, use of inventory system.
- Administrate FKI E-Learning maintenance online training program for techs.
- Analyze & report labor rate productivity to corporate facilities team.
- Manage data entry of equipment downtime activity, LOTO (OSHA requirement).
- Analyze & report annual equipment rate/loss time/aging/maintenance costs.
- Redesign of parts storage area for facilities dept....

Developed the creative direction for Amazon's digital media offerings. Worked as the lead designer on two major customer-focused digital initiatives; Amazon Unbox: Video Downloads & Your Media Library.

Amazon Unbox, which is the first client application from Amazon. Responsible for the IA, UI & visual design, as well as the design of all the .com page layouts & design and promotional graphics. Worked with product management & engineering teams to take designs from wire-frames to final graphics.

Your Media Library (YML) is the completely reworked Amazon Digital Locker, which launched in June. Responsible for all phases of design, from early wire-frames and executive meetings, usability studies, through final design....