Manager Engineering

Kelly Johnston

Risk Manager & eCommerce Professional

Summary

9+ years of cross-functional expertise in process improvement, risk management, and escalation

resolution, and much more. Effectively combines strong analytical skills with process re-engineering to

reduce cost and risk across multiple business units.

Skills

Process Re-engineering • Project Management • Escalation Resolution • Cross-team Collaboration•

Relationship Building • Research & Data Analysis • Workflow Handling • Compliance

Software

Excel • Word • OBIEE • Visio • OneNote • PowerPoint • SharePoint • Agile

Amazon Roles & Departments

Risk Manager – Transaction Risk Management

Oct 2012-Nov 2013

• Managed two teams of 25 total investigators, owning individual workflow and team performance

against department KPI’s.

• Built escalation process for addressing Better Business Bureau (BBB) contacts, decreasing

delayed responses by 71%. Produced automated weekly queries in OBIEE for reporting to Legal

and senior management teams.

• Owned response to large PR event in March 2013 that created vast customer contact issues in the

US/UK. Collaborating with engineering, I managed the takedown & seller communication

around the removal of 1M+ unique products from Amazon’s US & UK catalog.

• Upgraded customer escalation process, including adding root cause data and standardizing

project workflows. Excel pivot tables/charts and SharePoint libraries were applied to collect and

analyze the results. Improvements reduced the overall days spent on the tasks from 5 to 3.

• Created and implemented a process to identify and address third party sellers who were impacted

by a natural disasters. As a result over 2k seller accounts were spared adverse actions taken

against their accounts at the time of launch.

• Designed reporting query in OBIEE for assignments via Amazon’s ticketing system, revealing

“hidden” work that was impacting capacity. Data analysis by Excel pivot table defined and

controlled workflows, resulting in a 25% decrease in service level failures.

919-***-**** • *****.********@*******.*** • LinkedIn Profile

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Kelly Johnston

Risk Manager & eCommerce Professional

• Refined ticketing process to redirect work to correct channels and eliminate work that was

incomplete/not actionable. Reducing this volume increased capacity for other workflows by

15%. Generated a user-friendly report in Excel to highlight and eliminate extraneous tasks.

• Hired, trained, and managed team of contractors for OFAC compliance work. This team

exceeded productivity goals by 40% within 3mo of launch.

• Added 40 hours of escalation coverage by training for Bangalore & Hyderabad offices.

Program Manager – Trade & Product Compliance

Jan 2012-Oct 2012

• Validated and corrected the export classification of items in various categories in accordance

with Federal guidelines, collecting results weekly for metrics reporting to senior managers.

• Coordinated with engineering teams to address deficiencies with the automation and reporting

for the compliance rules we created operationally.

• Tested and calibrated Amazon proprietary database for automatically checking appropriate

ITAR/ECCN classifications for items entered into Amazon's catalog.

Risk Investigator – Transaction Risk Management

Nov 2004-Jan 2012

• Exceeded productivity & quality goals each year (2004-2012).

• Developed strong subject matter expertise in counterfeit investigations.

• Drove many tool improvements with engineering teams to increase decision quality, productivity,

and produce higher yields of actionable investigations.

• Trained team onsite in Bangalore, India office to establish 24-7 presence, which increased global

coverage by 30%. Decision quality and productivity were tracked and reported by Excel pivot

tables and charts.

Education

Graduate, Wooster High School (Ohio)

Ongoing education via www.lynda.com, www.udemy.com, and more

919-***-**** • *****.********@*******.*** • LinkedIn Profile

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