HILDA MARSHALL

Lowell, MA *****

https://www.linkedin.com/in/hilda-marshall/

617-***-**** adwaap@r.postjobfree.com

EXPERIENCE

AMAZON 2014 – 2023

Voice of the Customer Data Associate Lead

·Owned process to deliver Alexa Top Customer Issues slide for Alexa's weekly executive business review; reduced delivery time from 8-10 hours per week down to 5 hours by developing an SOP to track the status of each customer issue.

·Proposed and implemented team process to group related customer-reported errors together to enable deep dives and impact sizing.

·Created a Tableau workbook of Customer Analytics Team goals metrics to track improvements in speed of customer issue resolution.

·Analyzed daily confidential customer feedback for early detection of bugs and problems with updates. Evaluated each for severity and urgency, referred significant issues for routing to the appropriate teams for resolution.

·Researched and presented external customer questions and feature requests from social media, using the Netbase tool, for presentation as themes in Weekly Business Review.

·Assisted in the maintenance and improvement of the Customer Analytics Team Excel Master Dashboard of customer issues discovered, raised, routed, and resolved.

FANTASTIC TRANSCRIPTS 2002 - 2014

Transcription Typist/Proofreader

·Transcribed from recordings of conferences, meetings, interviews, manuscripts, etc.

·Proofread the work of other transcriptionists for accuracy, spelling, and grammar.

DANA-FARBER CANCER INSTITUTE 1990-1995

Medical Administrative Secretary

·Transcribed patient visit notes, correspondence, and journal articles.

·Answered calls from patients, other departments, and other practices.

·Prepared PowerPoint slides for Grand Rounds.

·Trained and supervised volunteers.

SUNSPOT DESIGNS 1991 - Present

Owner

·Built and maintain online store; sell jewelry at live events.

·Design and create original jewelry; purchase and prepare wholesale stock for sale.

EDUCATION Sept 1979 - Jun 1981

Undergraduate, Harvard College

·Completed liberal arts courses.