Objective: Using Proactive Anomaly Detection & AI Automation to Achieve $250M Revenue Growth & 900bps CSAT Increase Project Details Project Title: Project Odyssey (Service Scheduling & Execution Transformation) Company Name : Amazon Program: Service Fulfillment Optimization / Customer Experience Enhancement Location: North America (Initial Scope) expanded to EU Role: Senior Manager for Customer Experience Timeframe : 3 Years (Execution) / 5 Years (Roadmap Strategy) Challenge Who : Amazon’s Home Services division, involving both internal operations teams and a network of external third-party service providers. What: The division faced a massive efficiency bottleneck where 50% of all orders resulted in a contact for resolution to customer service. This resulted in a DPMO (Defects Per Million Opportunities) of 500,000, meaning half of all service opportunities had a process defect. Where: Across the entire service fulfillment lifecycle in North America, affecting both cust...

Objective: Using Root Cause Analysis & Process Standardization to Achieve $20M Cost Reduction & 6% Sales Lift in Retail Logistics Project Details Project Title: Speed & Safety Experiment Company Name: Target Corporation Program: Replenishment Process Optimization / Safety & Efficiency Initiative Location: Fifty (50) stores in South Florida Role: Pilot Operations Manager/ Project Manager for Expansion Timeframe: 2013 (one year) / 1 Month Pilot, 2 Month Test, and 9 months for Full Adoption.   Challenge Who: Logistics and Replenishment teams across a high-volume 50-store group. What: The organization faced a "triple-negative" operational failure. While attempting to speed up replenishment to cut costs, the incident rate spiked to 6.2 cases per 100 workers. This rush caused process breakdowns, dropping in-stock rates to 85% (empty shelves) and ironically increasing the workload for other teams due to rework. Where: In the back-of-house receiving docks and...