Heather McAndrew

• I work within Amazon's Investigation and Case Management Integration Team, a UK based specialist employee relations function within the operations division, supporting the management of complex and sensitive workplace ER cases escalated from site-level HR teams, up to global corporate matters.
• Acting as a key point of contact for site HR teams across multiple business lines, building strong working relationships and maintaining regular communication to gather contextual information and ensure cases are progressed effectively
• Maintaining workflow of the team's HR inbox, triaging incoming case-related queries, appeals, and escalations, and handling them in accordance with intake procedures whilst communicating with relevant stakeholders throughout
• Conduct initial case assessments, ensuring all relevant information is captured accurately and cases meet the threshold for central investigation
• Produce and analyse reports to identify trends and patterns in ways of working, using data-driven insights to drive improvements in team efficiency and support the achievement of service level agreements
• Provide policy guidance and signposting to site HR teams, managers, and employees, ensuring all parties understand the process and their responsibilities
• Coordinate interview scheduling and logistics, liaising with multiple stakeholders to ensure timely and organised case progression
• Work collaboratively with a wide range of internal stakeholders including regional HR leadership, legal and compliance teams, and ethics line administrators to support fair and consistent case handling
• Handle high volumes of sensitive and confidential information with the utmost discretion and professionalism, in line with data protection and compliance requirements
• Currently working towards a Level 5 CIPD qualification through a Degree Apprenticeship, applying academic learning directly to practice within a large-scale, complex HR environment

+ September 2020 - June 2022

• Delivered excellent customer service by responding to enquiries via telephone and email, and coordinating courier and delivery arrangements
• Maintained detailed administrative and office procedures, improving accuracy and efficiency across day-to-day operations
• Streamlined operations by organising files and documents, implementing improved workflow and organisational systems
• Assisted with invoicing and payroll processes to support efficient financial workflow
• Produced professional written communications including letters, emails, and memoranda for internal and external business correspondence
• Prepared and distributed invoices to customers in accordance with contract terms

+ June 2022 - August 2022

• Across two summers, spending 6 months living full time with 250+ SEN children & adults, including those with learning disabilities, mental challenges and physical impairments, at a sleep away summer camp in Pennsylvania, USA, working predominantly with ages 8-15 year old female campers.
• Daily duties involved engaging kids in activities; lake/pool swimming, sport activities, arts and crafts, social learning sessions, wall climbing/zip line, karaoke, etc…
• Supported campers with grooming and personal hygiene tasks.
• I learned to Identify and appropriately respond to campers behavioural issues, through knowledge and enforcement of camp safety guidelines.
• Keep accurate daily records of campers behaviour, ensuring co-counsellors were proactive, creating best experience for each camper and attend to their individual needs.
• Created and implemented adaptable strategies to diversify learning styles to tutor maths/reading to male campers with ADHD & Autism.
• Maintained good health for campers, following medical/religious dietary restrictions and food allergies, confirming correct meals/snacks and medications were distributed to each camper.
• I was promoted to deputy role, assisting the head of unit, by attending morning meetings, planning evening events/activities, managing & overseeing both male and female bunks, and working with counsellors, promoting a fun, safe, inclusive environment.

• Delivering exceptional customer service by demonstrating product knowledge and creating rapport with customers.
• Working efficiently under pressure, serving high volumes of customers promptly, managing multiple tasks simultaneously without sacrificing food quality.
• Preparation of food and drinks using safe and efficient methods for operating equipment, practicing good personal hygiene and proper sanitation.
• Received incoming stock shipments, rotated current supplies and placed new items into correct storage locations, maintaining stock levels to ensuring smooth flow.
• Minimised health and safety risks, through excellent levels of sanitation and cleanliness.

• Taking orders on a POS system, and preparing juice/shake/smoothie/coffee/sandwich orders in a safe & timely manner, at our busy central London store.
• Efficiently operated espresso machines, centrifuge, and grills in order to always make products to the highest standard, while meeting speed targets, eliminating waiting times.
• Greeting customers, creating a personalised experience by answering all menu queries and amending order request, using extensive product knowledge, tending to their food requirements.
• Using teamwork to manage high volumes or orders, moving efficiently from food preparation to juice/coffee making, depending on greatest need.

• Provided high-quality in-home care for infants, toddlers and children aged 5-8.
• Safely transported children to and from school, events and activities, maintaining adherence to schedules to establish reliability and trust.
• Supported each child's reading, homework, music practice, showering/bedtime routine.
• Prepared healthy and nutritious meals to specific dietary/allergy requirements.
• Supported families on holidays and trips with additional supervision, escorting children to activities and clubs, and hosting groups of classmates.

• Worked as part of a fast-paced team at the business' largest, highest-volume site, completing rapid, high-speed screen turnarounds to tight time constraints while maintaining high cleanliness and presentation standards
• Contributed to daily sales targets by confidently promoting premium seating options and upselling food and beverage products to customers
• Supported stock control and replenishment, ticket checking, and maintaining tidy, welcoming customer-facing areas
• Regularly lead the cleaning teams, delegating tasks effectively among colleagues to ensure work was completed efficiently and to a consistently high standard