JOYCE AWADZI
Details
University of Virginia
2022 : 2023
Project Management
Syracuse University
2020 : 2021
Graduate Certificate
Accounting
American Public University System
2017 : 2019
Certified Accountant
Accounting, Auditing and Taxation
Institute of Chartered Accountants, Ghana
2011 : 2014
Master of Business Administration (MBA)
Business Administration and Management, General
Kwame Nkrumah' University of Science and Technology, Kumasi
2011 : 2013
● Conducting client casework by gathering information from military families regarding their needs and circumstances and assisting them in accessing relevant resources and services provided by the Red Cross and other organizations.
● Providing information and referral services by educating military families about available community resources, such as mental health services, financial assistance programs, childcare options, and educational opportunities.
● Maintaining accurate records by documenting all interactions and services provided to military families in accordance with Red Cross guidelines and confidentiality standards.
● Collaborating with other agencies and organizations such as military installations, veteran service organizations, and community support groups, to ensure a comprehensive network of assistance for military families.
2023 : Present
American Red Cross
Hero Care Network Regional Family Contact Volunteer
Results-driven Information Security Risk Analyst with a strong background in assessing and mitigating risks to protect organizations' information systems and data. Possessing expertise in conducting risk assessments, implementing security measures, and ensuring compliance with regulations and industry best practices. Proven track record of success in identifying vulnerabilities, developing effective risk mitigation strategies, and collaborating with cross-functional teams. Adept at monitoring security solutions and responding to incidents promptly. Strong analytical, communication, and problem-solving skills. Dedicated to maintaining the highest levels of information security and contributing to organizational success.
2022 :
Intec Logic Global, LLC
Information Security Risk Analyst
Amazon, Special Projects Coordinator October 2022 – April 2023
● Monitored adherence and attendance for New Hire Learning Center and responded to new hire’s support requests in real
time, educating associates with a goal of providing the best seller experience.
● Reviewed associate’s contacts, utilized Contact Details Report tool to find areas of opportunity towards enhancing and
achieving weekly KPI results and analyzed case study results, strategized towards performance improvement.
● Tracked performance, areas of opportunity and success stories. Identified and implemented process improvements,
changes, and initiatives.
● Prepared documentation relating to SOP’s, policy guidelines updates and quick reference guide for New Hires.
● Provided mentorship, feedback and coaching with the purpose of guiding New Hires through standardized processes and
implementing action items to successfully drive performance.
2022 : 2023
Amazon
Learning Center Project Coordinator
Dedicated and accomplished Seller Support Team Lead with a proven track record of effectively managing and mentoring a team of 25 associates. Adept at driving performance and achieving goals through targeted coaching and performance evaluation. Skilled in workforce management and ensuring staffing requirements are met to maintain optimal service levels. Demonstrated expertise in conducting audits, analyzing metrics, and identifying areas of improvement to enhance team performance. Strong ability to collaborate with cross-functional departments to resolve issues and provide exceptional customer service.
Achievements :
● Led a team of 25 Seller Support Associates, consistently achieving or exceeding performance targets.
● Implemented a comprehensive coaching and mentorship program resulting in a 15% improvement in team performance metrics within six months.
● Developed and implemented a performance evaluation system that effectively measured individual performance against pre-set goals, resulting in clearer performance expectations and increased accountability.
● Successfully managed significant volume and capacity changes, making real-time adjustments to staffing plans to ensure service level goals were consistently met.
● Conducted Seller interaction audits and delivered targeted coaching, resulting in a 20% increase in customer satisfaction ratings.
● Analyzed performance metrics to identify areas of opportunity and implemented strategies that improved team efficiency by 10%.
● Established strong collaborative relationships with other departments, facilitating the timely resolution of Seller issues and questions, leading to increased customer satisfaction and retention rates.
2022 : 2022
Amazon
SPS Manager (A)
● Recognized for consistently delivering exceptional operational support, maintaining a 95% customer satisfaction rating based on seller feedback.
● Developed and implemented process improvements that streamlined support workflows, reducing average resolution time by 20%.
● Successfully addressed chronic system issues for sellers, resulting in a 30% reduction in recurring technical problems and improved overall seller experience.
● Received commendation for outstanding performance in resolving complex technical issues, leading to a 25% reduction in escalations to specialized support teams.
● Proactively identified and addressed gaps in seller knowledge by developing comprehensive training materials and resources, resulting in a 15% decrease in common seller mistakes and improved overall seller performance.
● Collaborated with cross-functional teams to advocate for seller concerns and influence system enhancements, leading to a 20% reduction in system-related issues and improved seller satisfaction.
● Received accolades for exceptional communication skills and prompt response times, consistently exceeding service level agreement targets by responding to seller inquiries within 24 hours.
● Actively engaged in self-learning and staying updated on changes to Amazon's policies, tools, and systems, enabling the provision of accurate and up-to-date information to selling partners.
● Mentored new team members and provided on-the-job training, resulting in accelerated onboarding and improved overall team performance.
● Consistently exceeded performance targets, including case resolution metrics, customer satisfaction ratings, and quality assurance evaluations.
2021 : 2022
Amazon
Brand Support Snr.
Skills
Accounting, Account Reconciliation, Agile Methodologies, Amazon QuickSight, Analysis, Analytical Skills, Analytics, Auditing, Banking, Budgets, Business Strategy, Cards, Communication, Customer Acquisition, Customer Experience, Cybersecurity, Data Analytics, Database Management System (DBMS), Data Visualization, E-payments, Financial Analysis, Financial Risk, Fraud Investigations, General Data Protection Regulation (GDPR), IFRS, Information Security, ISO 27001, Leadership, Management, Microsoft Excel, MIS, NIST 800-53, Payment Card Industry Data Security Standard (PCI DSS), Payment Card Processing, Project Coordination, Project Delivery, Project Implementation, Project Management, Retail Banking, Risk Management, Salesforce.com, Tableau, Training & Development, Visualization, Visualization Software, Vulnerability Assessment
About
Hello, my name is Joyce Doe Awadzi, I have over 15 years working experience. As a result-driven project management professional with a proven track record of successfully leading and delivering complex projects, I bring a wealth of experience and expertise to the table. With strong organizational skills, attention to detail, and the ability to handle multiple tasks simultaneously, I have consistently contributed to the overall success of projects and operational efficiency.
I have extensive project management experience, which has allowed me to effectively lead cross-functional teams and collaborate with stakeholders to ensure the successful execution of projects. Additionally, I have a strong background in strategic planning, accounting & finance and risk management, having worked in banking risk operations and insurance.
What sets me apart is my recent focus on business analytics. I have obtained a Graduate Certificate in Business Analytics from Virginia University, where I gained proficiency in SQL and Tableau. These skills enable me to leverage data and provide valuable insights for informed decision-making and process optimization.
Throughout my career, I have also excelled in training and development, having successfully trained operations staff on new initiatives and built strong, cohesive teams. With my proficiency in Microsoft Office applications and experience with tools such as Sales Force and Jira, I am well-equipped to drive project success and contribute to organizational growth.
In summary, I am a dedicated and results-oriented professional with a strong background in project management and a newfound expertise in business analytics. I am eager to bring my skills and strong leadership abilities to contribute to the success of your organization.
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