Fulfillment Center Customer Service

Sacha Brown

Human Resources (HR) Management

************@*****.*** • 253-***-****

LinkedIn • Oakland Park, FL 33309

Award-winning professional with comprehensive experience in directing all facets of human resources operations, including recruitment, benefits administration, payroll, training, customer service, employee relations, and investigations. Well-versed in leading multiple projects, designing appropriate action plans, creating SOPs/training guides, managing people, and resolving escalated issues. Strategic leader with solid expertise in building cohesive environment for teams and associates. Highly recognized for driving change, improving processes, and influencing innovation. Excel at tracking/monitoring metrics, controlling inventory, and processing pre-registration callbacks. Adept at fostering rapport with internal/external stakeholders by leveraging silver tongue communication skills. Technically proficient at using Microsoft excel and salesforce.

Areas of Expertise

HR Management

Relationship Building

Customer Satisfaction

Strategic Planning & Execution

Hiring & Recruitment/Onboarding

Process Improvements

Team Leadership

Training & Development

Complex Problem Resolution

Professional Experience

Amazon HRRC, Virtual Florida 2020 – 2022

Cases Consultant

Played significant role in offering top-notch services and managing appropriate resources to confirm timely delivery of quality solutions. Delivered excellent assistance to associates and managers regarding routine HR questions, needs, and inquiries. Served as role model to cultivate inclusion environment for all associates. Determined trends, anticipated business needs, and developed action plans, encompassing attendance and attrition deep dive/planning by utilizing data and metrics. Facilitated employee queries and situations with expertise, while overseeing activities associated with employee onboarding, performance management, engagement processes, and benefits services.

Key contributions:

●Minimized bereavement fraud by 70% through performing routine audits.

●Fixed average of 400-time card errors for associates weekly, involving coding time, correcting points, adding/amending missing punches, and refunding Unpaid time off.

●Provided alternative solutions to resignations with 85% save rate by processing pre-registration callbacks for associates.

●Contributed to influencing change and innovation around employee engagement by driving proactive approach.

●Conducted investigations to identify/resolve escalated Covid, harassment, discrimination, and highly sensitive issues in collaboration with local HR teams (ERCI) via MyHR platform.

Amazon BNA14 HR Regional Center, Nashville, TN 2019 – 2020

Partner

Rendered leadership acumen in providing robust guidance and acknowledging HR questions in partnership with associates. Audited payroll to verify accuracy of AA’s timecard and pay, while proposing proactive measures. Liaised actively with sites to report on associate retention activities.

Key contributions:

●Successfully decreased time card errors by 80%.

●Generated and evaluated reports to help with labor planning and management using HRIS system.

Amazon BFI4 Fulfillment Center, Kent, WA 2016 – 2018

Ambassador

Demonstrated initiatives in supporting associates with non-working inventory, while fixing/expediting down to backlog department. Received trained as well as prep trained to accept new products into building and process for stowing. Seasonal Engagement Associate (GMA) helped associates with prize redeeming. Kept high morale in building assisted leadership on various projects.

Key contributions:

●Cut down errors in system by 65%.

●Reduced takt time and assisted in optimizing productivity for over 150 associates by engaging directly with operations.

●Acted as seasonal PA in workforce staffing and recruitment: hired over 3k associates and sent 5900+ contingent offers.

●Took correct inventory out of pods and placed into totes for customer orders or sent to other fulfillment centers. Controlled average of 360 rates and productivity of 120% to curve.

●Maintained average rate of 290 and productivity of 150% to curve by processing new inventory into systems/pods.

●Mentored and supported over 400 new associates to help in mastering stow process through two peak seasons. Monitored over 50 AEW Management staff.

Additional Experience

Operations Lead AMXL Logistics, Amazon HBF1&2 Amazon XL Delivery station, Kent, WA

●Slashed number of missed packages by 70%.

●Confirmed successful area performance through reporting and tracking metrics.

●Submitted trouble tickets for problem packages and deep-dived to ensure positive customer experience.

Honors & Awards

Golden Archie Award winner

An award only given to those individuals who tested in top 10% of all Basic Shift Management Graduates nationwide

Employee of the month 10+ times

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