ELIZA DONCHEVA
Barcelona
Summary
A highly ambitious and self-motivated individual with extensive experience working in various roles within Amazon. Possesses exceptional leadership, management, and problem-solving skills that have been honed through different roles including Supervisor, Manager and Process Control Specialist. Always goes above and beyond to ensure that customer satisfaction is achieved by delivering the best possible results. Enjoys identifying process issues and implementing solutions to improve the efficiency of the process.
Overview
6
6
years of professional experience
Work History
Process Control Specialist
Amazon
05.2024 - Current
- Evaluating risks during the shift and making strategic decisions that align with the organization's optimal business objectives.
- Developing and implementing risks management plans to ensure the successful execution of each shift.
- Collaborating closely with Operations team across Europe to drive seamless coordination and performance.
- Proficiency in analyzing process data to identify trends, variances and areas of improvement.
- Expertise in automated control systems.
- Strong skills in diagnosing and resolving process control issues to minimize downtime and maintain process efficiency.
- Knowledge of best practices for managing changes in process systems, ensuring minimal disruption and effective adaptation.
Operations OB Flow Lead
Amazon
09.2023 - Current
- Calculating risks during the shift and making decisions related to the best business needs
- Making sure to deliver customer promises without missing SLA/PAD times
- Monitoring buffers and balancing the workload accordingly
- Delivering successful 200k shifts since launch
- Collaborating with IB Flow Lead for labour share moves in order to mitigate the risk and deliver customer promises
- Working closely with ECFT to deliver successful shifts
- Increased revenue by 20% per month.
- Preparing a plan for the shift and present it to the other OB departments to have clear idea, what needs to be accomplished in order to meet customer satisfaction
- Creating Quips for easier tracking of the shift and easier work management
- Making critical decisions on daily basis
- Ensure that all departments are staffed correctly and there are no discrepancies
- Identifying training gaps and collaborating with the other business stakeholders i.e
- Learning department, in order to fulfill them
Operations Team Lead
Amazon
09.2021 - 09.2023
- Providing prompt and accurate productivity, quality and behavior feedback to individuals in order to help themselves manage their performance better
- Managing a successful team of 120 Associates
- Delivering shifts on P2R with no CE misses daily since launching and also managed to achieve the required TPH by reducing people on different indirect role tasks when needed
- As a Team Lead, I oversaw the processing of more than 1.3 million customer orders while maintaining a high level of customer satisfaction by fulfilling around 21 million customer promises since September 2021
Process guide / Proxy lead
Amazon
11.2020 - 09.2021
- Stepped up from Problem Solver role in to a more critical role as Process guide/Proxy TL
- Assist in setting up the shift and coordinate all headcount and labor share moves that occur during the day to ensure smooth transition of people from one process to another
- This helps the AA's to feel respected, as well as reducing time wastage in the area
- Assisted in performance managing the team to reach, and maintain a 200 UPH for P2R pack and 340 UPH for P2R pick, which increased the production with 20,000 per shift
- Monitored and dealt with CPT's to ensure we met customer expectations on time and in full
Marketing Assistant
John Pye Auction
01.2019 - 07.2020
- Company Overview: JohnPye.co.uk
- Spearheaded special projects and resolved complex problems that impacted management and business direction
- Monitored system functioning closely, troubleshooting and resolving issues
- Managed client marketing strategies and product promotion campaigns
- Managed complete database of all files, contacts and project materials
- Put together reports detailing campaign performance, customer engagement and engagement trends
- JohnPye.co.uk
Education
Bachelor of Business Management - Business Management
University of London
01.2024
Foundation Certificate in People Practice - undefined
Avado
01.2024
GCSE - Spanish/History
1st Spanish Gymnasium "Pencho Slaveykov"
Sofia01.2017
Skills
- Researching
- Problem-solving
- Communication skills
- Training and mentoring
- Operations research
- Cost-reduction strategies
- Reporting skills
- Process Improvement
- Reliability
- Multitasking Abilities
- Workflow Optimization
- Critical Thinking
- Problem-solving abilities
Hobbies and Interests
- Travelling
- Reading
- Swimming
Languages
Bulgarian
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Spanish
Elementary (A2)
Timeline
Process Control Specialist
Amazon
05.2024 - Current
Operations OB Flow Lead
Amazon
09.2023 - Current
Operations Team Lead
Amazon
09.2021 - 09.2023
Process guide / Proxy lead
Amazon
11.2020 - 09.2021
Marketing Assistant
John Pye Auction
01.2019 - 07.2020
Foundation Certificate in People Practice - undefined
Avado
Bachelor of Business Management - Business Management
University of London
GCSE - Spanish/History
1st Spanish Gymnasium "Pencho Slaveykov"
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