Software Engineering Customer Experience

William Scott Palmisano

***** *. ****** **.

Maricopa, AZ 85139

Phone: 480-***-****

Email: *****.*********@*****.***

Objective:

Dedicated and results-oriented professional seeking to leverage a Bachelor's degree in Software Engineering and over a decade of experience in various roles to contribute effectively to a dynamic team environment.

Education:

•Bachelor of Science in Software Engineering

Arizona State University, Tempe, AZ

Graduated: July 2024

GPA: 3.63

Honors: Magna Cum Laude

•Associates of Applied Science in Hydrology

Gateway Community College, Phoenix, AZ

January 2011 - December 2011

•Associates of Arts Degree

Mesa Community College, Mesa, AZ

Graduated: May 2005

Experience:

AMAZON

Flow Lead - Logistics Coordinator IV

October 2021 - Present

16655 W. Alameda Dr. #101, Tempe, AZ 85282

•Managed the workflow of orders across multiple processes, ensuring efficient and accurate movement of units.

•Maintained customer experience while minimizing fulfillment costs across multiple Fulfillment Centers (FCs).

•Communicated workflow status with Operations Managers and Area Managers, escalating any Customer Experience risks, SLA failure risks, or deviations from Standard Work.

•Acted as an advisor to FC operations and senior operations teams, providing a holistic view of workflow throughout the FC.

•Facilitated communication between multiple areas of operation to ensure seamless workflow.

•Provided operational insights to the Amazon Fulfillment Technology (AFT) team, collaborating on the development of advanced and intuitive automated flow control for FC operations.

•Managed flow settings for multiple process paths in outbound operations across various Fulfillment Centers, based on the shift plan.

•Understood the boundary of responsibilities between floor Operations and Central Flow as dictated by Standard Work developed by Central Flow Management.

•Executed outbound flow operations and communicated Customer Experience risks and performance opportunities to FC operations in a standardized manner.

•Developed and executed shift plans based on FC operational requirements, adjusting as variables changed.

OneMain Financial

Collector, Int.

November 2015 - October 2021

4920 S. Windler Dr. Suite 125, Tempe, AZ 85282

•Provided customer assistance for inbound and outbound calls, resolving delinquent accounts.

•Exported and distributed reports to team members, ensuring adherence to policies and procedures.

•Maintained knowledge of State and Federal debt collection regulations.

•Promoted a positive team atmosphere and minimized risks.

VOLT

Technical Support Representative

March 2015 - September 2015

1100 W. Grove Pkwy, Tempe, AZ 85284

•Assisted business class customers in troubleshooting AT&T U-Verse services.

•Provided strong communication skills to streamline calls and find solutions.

•Familiar with U-Verse product equipment and signal pathways.

Skills:

•Proficient in Java, C, C++, Scheme (Racket), Prolog, SQL, Swift, React, Spring, and Linux.

•Strong communication and negotiation skills.

•Knowledge of FDCPA Law.

•Microsoft Office Suite, Outlook.

•70 WPM typing speed with accuracy.

•Over 20 years of quality customer service experience.

Contact this candidate