Alexandra Solomon
Liverpool,United Kingdom
Summary
A highly experienced people leader, adept in devising data-driven change and improvement strategies. Evaluates complex processes, systems and frameworks to identify business development requirements. Achieves projects within cost, quality and timescale constraints.
Overview
6
6
years of professional experience
Work history
EU Business Intelligence Analyst
Amazon
Remote
06.2021 - Current
- Collaborated with HR Business Teams across Europe to review and ensure 100% compliance with GDPR laws, by contributing to the launch of a new employee database
- Demonstrated strong aptitude for learning by acquiring proficiency in BI tools, such as Tableau and BigQuery
- Developed a new Excel database for recording employee information across multiple EU sites, reducing error visibility by 145% and reducing defects by 32%
- Implemented workforce scheduling software and optimized staffing schedules, reducing overtime expenses by 20% while maintaining service levels
- Performed impact analysis, allowing me to drive multiple process simplifications, such as implementing automated reports reducing employee labour by 39%
- Led a cross-functional team to streamline onboarding processes, reducing employee training time by 30% and accelerating time-to-productivity
- Optimized staff schedules based on performance and attrition data, reducing service level failures by 43% on a month-by-month basis
- Collaborated with the creative team to develop compelling ad creatives and landing pages that aligned with the results of testing and analysis
- Liaise with multiple stakeholders such as Central Ops leadership and tech teams in identifying business opportunities and implementing lean, simple and scalable solutions
EU Operations Manager
Amazon
Remote
12.2019 - 06.2021
- Built and develop the first UK team of Executive Relations Specialists dealing with egregious customer escalations via phone, chat and email
- Establish and execute the department's strategy and vision, both on a short-term and long-term basis, establishing an operational blueprint for the launch of other EU departments
- Led, recruit, develop and manage a team of 30+ Executive Relations Specialists
- Exhibited a deep understanding of the e-commerce and logistics industry while managing programs across the EU region
- Successfully communicated complex information both internally and externally, including executive summaries, using clear and concise language tailored to the audience
- Led multiple Kaizen-Value Stream Map events across the EU to identify and eliminate inefficiencies in processes, resulting in significant time and financial savings
- Established a robust quality assurance and management system to audit internal processes and identify knowledge gaps, resulting in a 27% increase in productivity
- Collaborated directly with the VP of Operations and other senior managers to provide valuable insights and input during Quarterly Business Reviews (QBR)
- Using the UK team as an operational blueprint, I've supported the launch of five other Executive Relations teams across the EU in the span of two years
- Implemented a new customer escalation process, resulting in a 40% increase in customer satisfaction scores and a 17% reduction in customer complaints
- Through continuous improvement projects, over a period of three years, I've reduced employee effort by 37% and financial waste by £120 on an annual basis
- Created and implemented KPIs for the UK department, which were subsequently adopted across five EU countries, standardizing the process
- Successfully streamlined customer processes across multiple channels, using customer journey maps, reducing customer wait times by 27% in the first year alone
- Developed and implemented a new scheduling system, resulting in a 25% reduction in overtime costs
EU Operations and Data Analyst
Amazon
Remote
11.2017 - 12.2019
- Led a team of cross-functional stakeholders to develop and implement a new employee training program, resulting in a 27% increase in employee productivity
- Produced management information reports on a regular basis and developed new processes that improved efficiencies over 17%
- Designed and implemented a new SLA tracking system, resulting in a 78% improvement in SLA compliance
- Participated in requirements meetings and data mapping sessions to understand business needs.
- Carried out ad-hoc and project analysis to identify and rectify issues caused by the production of information, reducing redundant computational resource load by up to 43%
Education
Bachelor of Arts - Criminology & Sociology
University of Leicester
2014 - 2017
Skills
- Data Analysis: Tableau, Power BI, Google Analytics, Quicksight, MiniTab, BigQuery, SQL
- Project Management: Scrum, Kanban, Kaizen, Trello, Todoist, Asana, Slack, Google Suite
- Microsoft Office: Word, Excel, PowerPoint, Outlook, OneNote, SharePoint
- CS Software: Amazon Connect, Zendesk, Gainsight, SalesForce, Looker
- Multilingual
- Leadership
- Customer-focused
Languages
English
Fluent
Italian
Fluent
Spanish
Intermediate
Romanian
Fluent
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Quote
How many ideas have there been in the history of the human race that were unthinkable ten years before they appeared?
Fyodor Dostoevsky
Timeline
EU Business Intelligence Analyst
Amazon
06.2021 - Current
EU Operations Manager
Amazon
12.2019 - 06.2021
EU Operations and Data Analyst
Amazon
11.2017 - 12.2019
Bachelor of Arts - Criminology & Sociology
University of Leicester
2014 - 2017
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