Customer Experience Regulatory Compliance

Richard D. Toliver II

*************@*****.*** 619-***-****

**** ****** ***** **, **** 5, Chula Vista, CA 91915

Professional Summary

Dynamic and results-oriented operations leader with a proven track record of driving performance excellence, fostering high-performing teams, and executing training strategies in fast-paced, high-volume environments. Adept at optimizing processes, cultivating a culture of safety and inclusion, and delivering superior employee and customer experiences. Recognized for innovative leadership, cross-functional collaboration, and developing top-tier talent through coaching and mentorship.

Core Competencies

Strategic Leadership & Team Development

Process Optimization & Innovation

Safety & Regulatory Compliance (CDC, OSHA, Amazon)

Training, Onboarding & Talent Development

Cross-Functional Partnership & Collaboration

Customer Experience & Service Excellence

Operational Execution & Performance Metrics

Communication, Coaching & Engagement

Critical Thinking & Problem Solving

Professional Experience

Amazon Fulfillment Center – PDX9, Oregon

Fulfillment Associate

April 2019 – August 2020

- Consistently exceeded departmental productivity benchmarks by 94.6% over 5+ months.

- Maintained a defect rate of <0.001%, resulting in cost savings exceeding $2,000 monthly.

- Served as a peer coach across multiple departments (AFE, Inbound, Ship Dock, HR), enhancing cross-functional performance.

- Championed Amazon’s leadership principles to promote a culture of safety and continuous improvement.

Amazon – ABQ1 (NM) / OMA2 NB (NE)

Learning Ambassador / Trainer (“Smile Maker”)

August 2020 – July 2023

- Facilitated onboarding and training for over 6,700 associates across multiple fulfillment centers nationwide.

- Contributed to a record-setting 2.36M+ units shipped in 24 hours through strategic labor planning and team deployment.

- Supported Away Team initiatives to improve new hire retention during the critical 0–90-day period.

- Earned the highest connection score (Q1 2023) among 3,200+ peers, recognized for outstanding associate engagement and support.

Amazon – SAN3, San Diego, California

Learning Manager

July 2023 – December 2024

- Directed learning and development strategy across multiple sites, driving alignment with corporate training goals.

- Led initiatives that produced a 62% internal promotion rate—the highest in the network.

- Collaborated with senior leadership to identify and close skill gaps, resulting in measurable improvements across all departments and shifts.

Education

Portland Bible College

General & Theological Studies 1990 – 1992

Mount Hood Community College

General Studies – Business / Social Work 1992 – 1994

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