Customer Service Program Manager

CHRISTINA GOSLING

Seattle, WA 206-***-**** ***.*******@*****.***

SUMMARY

A driven human resource professional with nearly 5 years of experience leveraging an education in business management and expertise in cross-regional project management, planning, team leadership, and risk management to solve complex internal problems and achieve organizational goals. Recognized by colleagues as a natural leader with an exceptional ability to build, grow, and support cross-functional teams, collaboratively solve problems, and implement improved processes that promote operational excellence. Excited to take the next step in a rewarding career with an organization dedicated to creativity, exploration, and innovation.

SKILLS

Soft Skills: Leadership, Communication, Customer Service, Attention-to-Detail, Problem-Solving, Time Management, Organization, Collaboration, Adaptability, Process Improvement, Active Listening, Prioritization

Technical Skills: Talent Management, Project Management, Quality Control, Budget Management, Risk Management, Process Automation, Microsoft Office Suite (Project, Word, Excel, PowerPoint, Teams, SharePoint), Slack, HTML, CSS, Asana, Amazon Quick Sight, Tableau

EXPERIENCE

Human Resources Specialist, Last Mile 01/2022 – Present

Amazon.com Seattle, WA

Leader of Last Mile Employee Experience programs for 3K+ employees in eight countries, with the goal of retaining talent and making Last Mile a destination organization.

Lead strategic short-term and annual employee experience programs driven by data results, in partnership with HRBPs and executive sponsors.

Facilitate org-wide communications, monthly global employee events, quarterly manager trainings, and annual Career Week based on business need. Drafted session topics, coordinated speakers/ panelists/ facilitators, reviewed presentation materials, created panel questions, hosted pre-brief and de-briefs, and setup the livestream channel.

Talent Management Program Manager, ATS 02/2021 – 12/2021

Amazon.com Seattle, WA

Collaborate with cross-functional and cross-organizational stakeholders to develop automated solutions for complex manual problems by leveraging expertise in problem-solving, risk management, and process improvement.

Guide HR managers and ensure bias is removed from performance management decisions by creating an effective decision-tree to help support decisions related to talent and performance.

Successfully boosted team morale and spirit by single-handedly introducing a gratitude program for over 50 employees to share appreciation for one another and receive recognition for their hard work.

Talent & Brand Coordinator, ATS 10/2020 – 02/2021

Amazon.com Seattle, WA

Created an employee onboarding and training strategy to support new Amazon employees joining the company during extended virtual working environments by applying expertise in communication, critical thinking and project management.

Developed, coordinated, and marketed technical engagement events to promote internal awareness and attract talent, resulting in over 3,500 viewers.

Led the launch of an informational podcast to highlight ATS employee projects and open roles, which brought in over 1,200 listeners and contributed to the fulfillment of vital open talent positions.

Recruiting Coordinator, SCOT 12/2018 – 10/2020

Amazon.com Seattle, WA

Strategized an organization-wide program that streamlined the process for acquiring talent interviewers by collaborating and communicating with internal recruitment teams to diagnose problem areas and target specific needs and goals of the recruitment program.

Engaged stakeholders by creating and presenting recruiting reports to ensure vital information was shared for the creation of hiring and talent growth goals.

Managed high volumes of technical interviews on a global scale while consistently exceeding expected service level agreements for scheduling.

Electronic Records Analyst 08/2018 – 12/2018

University of Washington Medicine Seattle, WA

Developed the University of Washington Medicine’s first electronic records center by leveraging expertise in Microsoft SharePoint Online to streamline and automate processes, resulting in a significant decrease in records searching and human error.

Led a high impact project that involved migrating sensitive data from network drives to SharePoint Online.

Supported projects that included LEAN process development, policy and procedure, writing, and metadata utilization.

Information Management Support Specialist 01/2017 – 02/2018

Public Service & Procurement Canada Vancouver, Canada

Oversaw change management projects and implemented training programs for over 250 employees to increase systems adoption and improve accuracy and consistency throughout the organization.

Resolved multi-level information management issues by providing guidance, coaching, and assistance to over 250 employees to promote process improvement and sound risk management techniques.

Recognized by management for superior customer service by being presented an excellence in Client Service and Leadership Award.

VOLUNTEERISM

Co-Chair & Program Manager 08/2019 – 12/2021

Connect@Amazon, Global Expansions

Managed a team of 12 volunteers and lead a focus group of 9 volunteers to build a repository of FAQs for the Connect@Amazon organization, impacting over 3,500 members and 250,000 Amazon employees globally.

Defined and set team goals and develop joint goals with partner team, which resulted in delivering all 6 goals for 2021.

Developed a 3-year plan for Global Expansion for Connect@Amazon by collaborating with cross-functional stakeholders to improve processes and cross team communication.

Overhauled the chapter launching guide to reduce time spent in launching from 8 months to 4 months.

Converted the Expansion team from in-person launches to virtual launches amidst the COVID-19 pandemic, by creating new resources, re-training Program Managers, and guiding virtual launches of 14 new chapters.

Won Volunteer of the Year Award in 2021.

EDUCATION

Bachelor of Business Administration, Management Information Systems 2018

*Minor, English

Simon Fraser University BC, Canada

CERTIFICATIONS

Certified Associate Project Manager

Project Management Institute

Associate IT Professional

Canada’s Association of Information Technology Professionals

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