Mark W.

About Mark W.

Directed and managed the Customer Service deployment project teams for client onboarding engagements onto the eBay Enterprise Technology platform with multiple concurrent and overlapping projects. Managed multiple, key Customer Service strategic project initiatives from concept into production; developed and reviewed deployment requirements, the establishment of project schedules, established project budgets, and communicated project updates to the eBay Enterprise executive management team ensuring stakeholders expectations were aligned. Multiple years of increasingly job responsibilities and experience including new business development, business analysis, project manager, Six Sigma, managing the Customer Sales and Service portfolio of ROI projects, program management, and new Client deployment leader. Developed and redefined the Client deployment process to streamline client on-boarding from a four –five month engagement down to as little as 56 days. Additionally I have driven the following initiatives to successful completion and roll-out including but not limited to the following:• Front line employee training, eBay Enterprise Core Processes to define all CSS sales and service processes, • Implementation of ADP eTime Time and Attendance tracking. • Project Manager over development of CSS Data Warehouse which bought together 22 disparte systems into one centralized location, • Integrated Voice Response (IVR) partner selection and implementation, • Disaster Recovery plan implementation and execution, • Business Continuity plan• CSS small projects and process workflow improvement activities.

Experience

1. Sr HR Specialist

   Amazon

   Feb 2022 — Present · Vashon, WA, US

   I provide strategic and analytical support across multiple global operations. My responsibilities include:Partnering with Operations leaders and the PXT business to deliver data-driven insights through tools, supporting workforce planning, attendance, attrition, and headcount initiatives.Leveraging HR metrics and analytics to identify trends, mitigate risks, and recommend solutions that drive associate engagement and operational excellence.Supporting leadership through comprehensive reporting and analysis of people metrics across global Lines of Business.Ensuring alignment between organizational goals, employee experience, and compliance with established HR policies and procedures.Collaborating cross-functionally with Operations Delivery and Tech (ODT) to improve HR process efficiency and data accuracy at scale.

Education

• Drexel University

  Bachelor of Science (BS), Commerce & Engineering

  1983 — 1988