Aaron Taylor

** ********* ****, ******* ****, mn 56063

507-***-**** ( aceh9n@r.postjobfree.com

Summary

Senior Site call center Manager with practical understanding of business

needs. Areas of expertise include operational readiness and strategic

initiatives.

Highlights

. Operational development

. Strategic Planning

. Exceptional interpersonal skills

. Change Management

. Hiring and retention

. Metrics/Upwards Reporting

. Employee relations

. Budgeting/P&L

Work of experience

Site Manager- Customer Service Contact Center, CarlsonCraft.com.

North Mankato, MN July 2013 - May 2014

. Overall direction, coordination, and evaluation of site operations

functions, including full accountability for setting and achieving

operational goals, strategic planning, analysis and forecasting for

both US and Philippines teams.

. Site manager for 130 call center representatives in the U.S and 80 in

the Philippines. This also includes the management and performance of

18 supervisors' in both locations.

. Drove and implemented process improvements by using LEAN/ Six Sigma/

Kaizen methodologies to enhance productivity and make the customer

experience better.

. Extensive project and change management.

. Capacity planning and implementation for US and Asia teams.

. Leading and motivating a diverse workforce to gain maximum efficiency.

. Driving of statistical concepts and their application to operations

along with use of technical/statistical tools to drive quality and

process improvement.

Worldwide Operations Leader, Customer Support Sr Manager, Amazon.com

Grand Forks, ND October 2008 - June 2013

. Managed a team of 30-40 direct reports to include Supervisors/Managers

and remote reports within our international teams. I was responsible

for overseeing their performance across all worldwide sites as it

relates to Amazon Webstore and Customer Service in an effort to meet

specified goals and overall performance targets.

. Worked cross functionally across all Amazon.com platforms in driving

transparency and lean practices to deliver results that were

sustainable as well as measurable.

. Managed the career growth and development of my team by driving focus

on Amazon's Core Values as well as building management depth by

providing guidance and mentorship to all levels of the team.

. Solving complex customer service issues and proactively heading off

negative service trends by diving deep into the problematic areas and

staying on top of team performance,

. Managing call center workflow, escalations and effectively delegating

workload across the team as needed.

Director of Call Center Support, TJ Little & Associates

Saint Louis, MO August 1999 - October 2008

. Responsibilities include all aspects of operational planning; Drive

the annual business planning process for the team, coordinating with

the Services Directors, and other leaders on the team.

. Responsible for driving the process for creation and reporting of

business and operations goals, metrics with the goal of identifying

and driving towards operational excellence and continuous performance

improvements.

. Developing and supporting models for business planning and forecasting

of strategic projects.

. Responsible for all aspects of the Business Operations leadership team

meetings, including defining the rhythm for the business, identifying

and teeing up the right agenda, actions and follow-up, program

visibility and tracking, presenters etc.

annual review Ratings

2011: 2012:

2013:

Performance Rating: Exceeds Performance Rating: Exceeds

Performance Rating: Exceeds

Leadership Rating: Role Model Leadership Rating: Solid Strength

Leadership Rating: Role Model

Overall Rating: Highly Valued Overall Rating: Highly Valued

Overall Rating: Highly Valued

education

University of Sioux Falls, Sioux Falls SD

August 1995-May 1998

Course of study: Political Science

References

1) Michele Plagman: Team Supervisor, Carlsoncraft.com

> Ph: 507-***-****

> Email: aceh9n@r.postjobfree.com

2) Lucas Van Genderen: Worldwide Operations Leader, Technical Account

Management

> Ph: +353 (0-86-83-86-333

> Email: aceh9n@r.postjobfree.com

3) Jesse Donner: Manager, Customer Service

> Ph: 651-***-****

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