United States Customer Service

CHRIS SOUVA II

**** * ********* **, *******, AZ, 85053 United States 602-***-**** ****************@*****.*** Summary

Dynamic leader with a proven track record of effectively managing teams and driving successful outcomes. Recognized for inspiring and motivating others to perform at their best, while maintaining exceptional focus and self-discipline to deliver high-quality results under pressure. Expertise in optimizing large-scale production processes and managing high workloads without sacrificing quality. Detail-oriented in portion management and cost control, ensuring optimal resource utilization and minimized expenses while enhancing customer satisfaction. Proficient in inventory management, implementing strategies to reduce waste and improve efficiency, and skilled in fostering clear communication and collaboration across diverse teams and customer bases. Skills

● Employee Management & Morale Enhancement

● Strong Problem-solving Skills

● Logistics Coordination & Dispatch Proficiency

● Adoption & Learning

● Teamwork-oriented

● High Quality Output

● Leadership & Training Expertise

● Process Improvement

● Adaptability to change and software development

● Customer Service

● Business Analytics

● Identifying & Reducing Waste

Experience

Central Flow Lead – Logistics Coordinator 02/2022 to Current Amazon AZA7 Central Operations Tempe, AZ, United States ACCOMPLISHMENTS AND JOB RESPONSIBILITIES:

Took ownership of developing a corrective action to a standard operating procedure. This procedure in question is in regards to data gathering and input for the Start of Day Planning process. I conducted a comprehensive analysis of the start of week to end of week inventory backlog that is planned for 52 different warehouses across the nation. Resolved a critical issue related to a discrepancy with the end of week to start of week inventory backlog, significantly improving accuracy of inbound volume processing planning and hours allocations. Implemented the update to the standard operating procedure based on upper level feedback, enhancing overall accuracy of inbound and outbound planning (including reports, system flow, and addressing daily operational challenges). Conceptualized and developed innovative enhancements to facilitate user navigation through the system and adapt to the new process.

● Developed and executed comprehensive change management strategies to drive successful adoption of planning procedure, ensuring minimal disruption to operations.

● Conducted thorough impact assessments and stakeholder analyses to identify potential areas of resistance, facilitating proactive mitigation measures and stakeholder engagement plans.

● Monitored and tracked key performance indicators (KPIs) to measure the effectiveness of change management efforts, making data-driven adjustments as needed to optimize outcomes.

● Led the project as a Logistics Coordinator, focusing on defining industry-standard practices and designing a robust process for the PM’s team. This included process enhancements, stakeholder management, communications, team engagement, and change impact assessment.

● Managed the change process for the procedural update, ensuring smooth transition and adoption for the team.

● Facilitated multiple macro data programs to develop new process to align with industry standard practices.

● Successfully orchestrated the rollout of a new standard operating procedure based on alignment and understanding of leadership approval.

Process Guide 07/2020 to 02/2022

Amazon Fulfillment Center PHX3 Phoenix, AZ, United States ACCOMPLISHMENT AND JOB RESPONSIBILITIES:

Acknowledged for excelling in high-volume coordination with a consistent track record of managing over 30,000 outbound units per night at an accuracy rate of 80% or higher. Proficiently processed adverse problem units and improved operational metrics by 10% ensuring precise outbound processing within compliance and regulatory standards. Demonstrated reliability by providing invaluable support to the outbound processing team in adverse events specific to the rate and accuracy of processing.

● Conducted intake, investigation, and reporting of adverse events for picking and packing problem solving procedures.

● Evaluated associate performance to determine pain points, and problem areas ensuring compliance with regulatory standards.

● Coordinated with outbound processing associates for procedural coaching to encourage seamless resolution.

● Communicated effectively with leadership, learning and safety teams in order to address inquiries and provide support.

● Ensured timely and precise reporting in adherence to Amazon regulations, meeting stringent timelines. Cook 12/2019 to 07/2020 & 06/2017 to 02/2018

Smashburger Phoenix, AZ, United States

ACCOMPLISHMENTS AND JOB RESPONSIBILITIES:

Spearheaded the rapid transition from fry cook to grill cook, resulting in a cost savings of $20,000 in the first year. Implemented process changes and improvements that enhanced team efficiency, allowing for streamlined operations with just 5 associates, despite initial forecasts indicating the need to scale the team from 6 to 8 associates.

● Fostered a diverse and inclusive team environment, ensuring a healthy and highly functional work culture.

● Established and monitored relevant functional metrics to gauge and drive continuous improvement and identify process gaps.

● Achieved operational excellence (OPEX) outcomes through effective practices and process enhancements.

● Led internal and external auditors through processes, ensuring compliance and efficiency.

● Implemented impactful process improvements for the cleaning processes, utilizing communication plans, and sustainment strategies.

Customer Service Representative 04/2018 to 12/2019 Best Buds Novelties & Gift Shop Tempe, AZ, United States ACCOMPLISHMENTS AND JOB RESPONSIBILITIES:

Diligently managed the collection, review, update, and maintenance of inventory and cash inflows and outflows records, to ensure accuracy compliance. Demonstrated exceptional communication skills through extensive interactions with customers and coworkers via both phone and written channels, fostering strong professional relationships.

● Managed the collection, review, updating, and secure maintenance of inventory and cash inflows and outflows records, ensuring compliance with Federal and gift shop regulations.

● Conducted extensive and effective communication with customers and coworkers through both phone and written channels, fostering strong professional relationships.

● Demonstrated unwavering adherence to stringent ATF guidelines guaranteeing full compliance with regulatory requirements for business.

● Prioritized tasks strategically, consistently meeting and surpassing substantial deadlines in a fast-paced and dynamic work environment.

● Distinguished as the Subject Matter Expert (SME) within the team, providing invaluable expertise and guidance to enhance operational efficiency and accuracy.

Education and Training

Associate degree: Business Administration 12/2020

Paradise Valley Community College Phoenix, AZ, United States Glendale Community College Glendale, AZ, United States ADDITIONAL EXPERIENCES, QUALIFICATIONS, & SKILLS

● Ability to use multiple tools to facilitate and survey Associates acceptance and understanding of the projects and changes while building and maintaining relationships with stakeholders to fit their needs.

● Dependable and reliable in supporting and enabling team efforts

● Ability to see business and team needs, devise a plan of action, and see it through completion

● Highly organized, with strong written and oral communication skills

● Ability to adapt and function in high stress and quickly changing environments

● Coach and mentor fellow associates

● Proficient in various computer programs (MS Word, Excel, PowerPoint)

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