• Creating, producing and facilitating global workshops for Amazon employees on trending topics and for senior leaders as per requested theme.
• Data analysis for session future planning.
• Training employees in how to become and remain customer obsessed.
• Working with stakeholders from a variety of teams.
• Building SOPs for tools and resources.
• Using social media platforms and tools to surface customer issues.
• Revising training materials.

Sr. Specialist

• Providing training and guidance on HR policies, processes and systems.
• Shift management for team members.
• Training and coaching team members in processes, tools and resources.
• Time and attendance scheduling and adherence for team and for fulfilment center employees.
• Real-time coaching and 1:1 mentoring.
• Roster management for fulfilment center employees.
• Partnering with client sites to resolve points of escalation.
• Building SOPs for tools and resources.

HR Regional Center Lead

May 2021 - present
• Managing and leading a team of 15 - 28 customer service associates.
• Coaching team in processes, policies and tools, both in class format and in real time.
• Data analysis of metrics for network performance.
• Setting team and individual performance expectations.
• Maintaining focus on improving customer satisfaction.
• Identifying customer impacting issues and implementing dynamic solutions.
• Driving engagement for team and for network stakeholders.
• Time and attendance scheduling and adherence for team.
• Taking action on issues and opportunities raised in team Gemba discussions.

Team Manager, Amazon.com Jun 2017 - Mar 2020
• Please refer to current role.

Team Manager

• Acting as voice of Team Manager to team of 15 - 28 CS associates.
• Coaching team in processes, policies and tools, both in class format and in real time.
• Identifying customer impacting issues.
• Driving engagement for team.
• Time and attendance scheduling and adherence for team.

Coaching Lead

Find out detailed information about Fiona Hawke,  

Fiona Hawke:

Fiona Hawke

Amazon.com

Amazon.com

Amazon.com

Amazon.com