A little about me

Denise Pedro, Program Manager for Amazon
GSRC Talent Development Team, Virtual

Summary

Innovative professional with 10+ years of marketing/advertising expertise and progressive management with demonstrated initiative, creativity and success. Expertise in customer service, and staff training, supervision and mentoring. At ease in high stress, fast-paced environments with emerging and multiple responsibilities. Excellent leadership, management, oral/written communication, interpersonal, intuitive, and analysis skills. Thrive in both independent and collaborative work environments. Analytical, determined, entrepreneurial, artistic, and bold. Specialties: Proficient with: Photoshop, Illustrator, Dreamweaver, InDesign, XHTML, CSS, FTP Clients. Hands on experience with: Flash, JavaScript, PHP, MySQL, ActionScript, Wordpress, Drupal, Joomla. Qualified on: PC and Mac, 10 key by touch, 45 WPM, Mas 200 Sage Accounting Software. AS400 Lodging Management System

Experience

Amazon, 9 years 11 months, Program Manager

April 2018 - Present (5 years 5 months)

• Manage inbound communications including customer concerns
• Contribute to multiple curricula development projects simultaneously
• Assign customers online learning curricula
• Build learning groups within the LMS for content distribution
• Manage team's learning management system
• Coordinate training localization that assists us in serving a global customer base
• Assist managing program and create training reports and analytics
• Upload content into Learning Management System
• Edit/update learning objects as required
• Respond to trouble tickets, research issues, fix simple problems, and own follow up on more complex issues.
• Edit course content using Articulate programs

Amazon, CX Quality Operations Associate - Amazon Go

April 2016 - March 2018 (2 years)

• Completed daily queue work at a high accuracy level.
• Created SOP's for newly developed tools
• Developed reporting for weekly accuracy and WBR metrics.
• Participated in process improvement initiatives
• Provided direct feedback to software developers for development and improvement of tools.
• Developed and presented training for new hires.

Amazon, C2 Customer Service Agent

September 2013 - April 2016 (2 years 8 months)

• Front line customer service agent, skilled in phone, chat and Mayday (video chat).
• Host of live-listen-ins of customer contacts with Amazon executives, allowing them to hear the voice of the customer.
• Continuously looking for process improvement opportunities.

Xanterra Parks & Resorts, Reservation Supervisor

March 2011 - September 2013 (2 years 7 months)

Yellowstone National Park

• Supervising 30+ agents. Handling guest problems.
• Call center, customer contact.
• Hotel and activities booked. Information about park.
• 100+ calls per day.
• Upselling

Seattle Electronics, Operations Manager

December 1998 - November 2008 (10 years)

• Created captivating Web and Printed cataloging, circulars, and emailers for products from companies such as Sony, Jensen, StreetGlow, 3M, Garmin, and Fujitsu.
• Handled third-party fulfillment for major retailers Costco, Costco.com , and Amazon.com
• Designed dedicated national product line launch (" Sony for Trucks ") in Trucking market, with industry specific advertising campaigns.
• Design, Trademark, and Branding of " Shockwave " Extreme environment products
• Created, designed and maintained company web site, giving the company its first web presence.
• Organized and implemented all aspects of a annual 200-person consumer trade show for 3 years. Including entertainment, caterers, advertising, registration, interfacing with hotel staff, vendors, and attendees.
• Hands on with the installation and tear-down of 20 plus vendor booths.
• Directed daily operations of 12volt wholesale distribution warehouse with 10,000 plus inventory.
• Supervised the activities of 5 full time employees.
• Engaged in heavy daily customer service/sales via 6 line phone system and will-call customers.