Program Manager Customer Service

Marina Daywood

859-***-**** ******.*******@*****.***

Operations and training team expert with 15 years’ experience in program management, learning delivery, and leadership development. My superpowers include seeing around corners, designing and launching programs, navigating complexities to solve disruptions and leader development. WORK EXPERIENCE

Essilor Luxottica Customer Service Analyst 3/2024 – Current

• Recouped $1.6M in first month researching BOL details.

• Created macros expediting claim filings – reduced process by 10 hours.

• Dispute process SME for three Billion-dollar customers. Amazon Senor Program Manager – Global Operations Leader Dev 2020 – 2023

• Bar Raiser – 400+ interviews and debriefs completed in BR capacity.

• Boosted team productivity 20% applying SLII strategies.

• Improved facilitator performance 46% in first quarter leading team.

• Developed two underperforming team members to top tier performers.

• Instructional architect leader for enterprise level programs. Amazon Program Manager – Global Operations Leader Dev 2019 – 2020

• Reduced learning plan publishing time from 90 days to 2 days (97%).

• Established LMS metrics for learner progress, completion, and engagement.

• Researched and negotiated purchase of LMS for global operations leaders.

• Designed curriculum for frontline training products. Amazon Learning Business Partner – Transportation Support 2017 – 2019

• Led Instructional Design team, web development team, and videographer in creating instructional content for transportation teams across network.

• Established publishing parameters increasing content utilization by 67%.

• Developed and maintained stakeholder relationships with 8 directors and 2 VPs within Transportation Support and Operations teams (aprx.200k learners). Nike Training Delivery Manager – NA Supply Chain 2014 – 2016

• Reduced trainer overtime costs by $138k in first month.

• Developed delivery program for $4B hydrogen-safety training.

• Grew trainer team from 14 to 27 and increased engagement by 47%.

• Improved training time to floor metrics by 8% with 0% safety incidents.

• Eliminated $220k instructional print costs month over month. Target Warehouse Area Manager 2011 – 2014

• Improved team performance from 26th to 4th across network.

• Recouped $2M in quality savings after implementing new protocols. Teach For America School Operations Manager 2009 – 2011

• 100% data return from 70 classes across three school’s week over week. SKILLS

Architect – Learning

Content and Rigor,

Change Management,

Coaching, Consulting,

Compliance, Customer

Service, Data

Visualization, Distribution

Operations, Excel

Quantitative Analysis,

Instructional Content

Management,

Instructional Delivery

Management, LMS

Administration and

Management, Logistics

Planning, Loss Prevention,

Metrics Development and

Analysis, Microsoft BI,

Onboarding, Operations

Leader, Program Owner,

Project Management and

Planning, QBR/MBR

Writing, Quality Control,

Root Cause Analysis, SLII,

Supply Chain

Management, Tableau and

Qualtrics, Team

Leadership, VBA, WMS,

Warehouse Launch

EDUCATION

Master of Arts,

Education

Marian University

3.82 Summa Cum Laude

Bachelor of Arts,

Sociology

Berea College

3.62 Cum Laude

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