Treyc Zapien

About Treyc Zapien

Dynamic senior leader with 12+ years experience spanning program management and…

Experience

1. Head of Customer Experience Programs

   Amazon Web Services (AWS)

   Apr 2024 — Present · Seattle, WA, US

   Led the AWS Customer Experience Program Management strategy for Frontline Support, driving the development and deployment of AI-powered models to enhance customer experience and reduce effort across AWS cloud services. Directed the integration of proactive quality management systems, leveraging AWS technologies to automate processes, optimize cloud service delivery, and improve operational efficiency. Spearheaded cross-functional initiatives focused on AWS customer satisfaction, reducing time with frontline, and delivering measurable improvements in cost efficiency and service performance.•Designed and implemented the roadmap for integrating GenAI technologies into AWS\'s quality management system, automating 90% of manual audit processes, saving 60k hours or 3.3MM in labor cost for the business, and enabling a proactive approach to quality assurance.•Pioneered the program strategy to construct four advanced Gen AI models which generate real-time operational insights, improving data acquisition by 94%, enabling a shift from reactive CSAT survey driven data acquisition to proactive data-driven customer experience management.•Drove a.43-day reduction in engineer case work time by defining and implementing business rules to eliminate manual tasks, automating engineer case actions, notifications, and escalations, ensuring the seamless handling of customer interactions•Created 12 large scale process changes by Implementing a robust engagement initiative to identify global defects, create cross functional working groups, and develop network level action plans for AWS quality related defects.

Education

• Western Governors University

  Bachelor's degree, Business Administration and Management, General

Skills

• Supply Chain Management
• Microsoft Office
• Problem Solving
• Operations Management
• Warehousing
• Business Process Improvement
• Data Entry
• People Management
• Leadership
• Retail
• Customer Experience
• Customer Service
• Strategy
• Inventory Management
• Inventory Control
• Pos
• Analysis
• Critical Thinking
• Telephone Skills
• Food Service
• Process Improvement
• Communication
• Supply Chain
• Distribution Center Operations
• Management
• Team Building
• Food Safety
• Logistics
• Training
• Customer Satisfaction
• Microsoft Word
• Team Leadership
• Forecasting
• Continuous Improvement
• Teamwork
• Time Management
• Cross-Functional Team Leadership
• Strategic Planning
• Phone Etiquette
• Restaurant Management