Summary
Overview
Work History
Skills
Timeline
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Alexandra Enfield

Casa Grande,A

Summary

Accomplished Project Manager offering 3 years of experience in risk management, technology and employee development. Successful when leading high-performing teams to sustain product vision, roadmap and business goals. Exceptional technical expertise, leadership and talent for driving stellar, on-target results.

Overview

4
4
years of professional experience

Work History

Account Health Assurance Risk Manager

Amazon
11.2021 - Current
  • Managed high call volumes, averaging 15 calls per day while providing exceptional customer support and maintaining professional composure.
  • Liaised closely with the training, content, and quality teams to produce training material to increase productivity and effectiveness of all specialists. Training was used to onboard and train over 100 new employees.
  • Identified upstream process defects and providing resolutions to increase specialist experience and efficiency. Efficiency increased WoW.
  • Collaborated with product managers to define technical requirements and develop innovative solutions for complex problems.
  • Integrated new technologies into existing systems, increasing capabilities and improving overall performance.
  • Consistently met project deadlines by effectively managing time and prioritizing tasks according to importance.
  • Employed SQL to query databases and retrieve data on a daily basis.
  • Assisted investigation and risk management teams with fraud investigations and risk identification.
  • Determined required job seeker qualifications for potential interview by reviewing and evaluating resume and application information.
  • Conducted multiple phone interviews per week to assess applicants relevant knowledge, skills, experience and aptitudes.
  • Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
  • Assisted in ongoing development of new employees, resulting in 10 employees being promoted from specialist to management positions in the last 12 months.

Account Health Support Specialist

Amazon
09.2020 - 11.2021
  • Worked alongside senior specialists and restricted product stakeholders to educate and assist 126 sellers avoid listing level enforcement. Leading to a an impact of 90,000 ASINs to be brought into compliance with the pesticide policy.
  • Worked closely with stakeholders to submit update to flawed SOP to improve other specialists experience when reinstating sellers from risky relations enforcement.
  • Assisted with the creation of the training program for the verbal POA pilot for AZA, BCN and HYD for both the OP and RP verticals.
  • Trained 28 specialists globally for both the OP and RP verticals.
  • Assisted the escalation management team with identifying and providing excellent customer service to repeat contacts.
  • Successfully served 6 months on the Cultural and Engagement Committee fostering positive relationships between specialists and stakeholders at AZA.
  • Routinely assist an average of 25 customers a day through both inbound and outbound contacts.
  • Aided in 10 one on one seller discussions during the Amazon Accelerate Seller Cafe 2021.

Skills

  • Training and Development
  • Prioritization
  • Effective Technical Writing
  • Key stakeholder relationship building
  • Effective Program Management Skills
  • Team Leadership
  • Time Management
  • Scheduling and Coordinating

Timeline

Account Health Assurance Risk Manager

Amazon
11.2021 - Current

Account Health Support Specialist

Amazon
09.2020 - 11.2021

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Alexandra Enfield