PLACEEDA ANNELA RODRIGUES

Project Leadership and Execution

• Led cross-functional teams in implementing customer experience initiatives for Amazon's retail business services, achieving a 25% improvement in customer satisfaction metrics.

• Managed a $50 million program budget while delivering multiple high-impact projects using hybrid Agile/Waterfall methodologies.

• Developed comprehensive program management frameworks, including risk mitigation strategies, and contingency planning for enterprise-scale initiatives.

• Built and mentored high-performing teams, with a 90% retention rate and successful onboarding of new talent.

Customer Experience Optimization

• Spearheaded self-service workflows to Vendor Central and Seller Central platforms, resulting in a 30% reduction in customer support tickets.

• Implemented automated solutions for customer experience pain points, leading to 40% faster issue resolution.

• Created and maintained dynamic dashboards tracking CSAT, NPS, and key performance metrics using advanced analytics.

• Leveraged Jira, Salesforce, and Microsoft Dynamics 365 to streamline project execution and customer relationship management.

Stakeholder Management

• Orchestrated stakeholder communication across global teams, ensuring alignment on strategic initiatives.

Successfully negotiated and managed multi-million-dollar program budgets with key stakeholders.

• Established structured communication frameworks, resulting in a 95% stakeholder satisfaction rate.

• Led 20+ SEO optimization initiatives, achieving 40% improvement in vendor traffic and 10% increase in conversion rates
• Built and established strong partnerships with teams, vendors and key stakeholders.
• Developed improvement initiatives for 15+ vendor accounts across global locations (NA, EU, APAC), ensuring seamless project delivery
• Created and maintained project documentation including PR FAQ's, BRDs, and technical specifications
• Facilitated workshops and training sessions to drive organizational change adoption
• Led executive-level presentations and steering committee meetings for critical project updates
• Created continuous improvement practices through structured project reviews and retrospectives, establishing scalable best practices

• Drove 20% improvement in vendor performance metrics through data-driven optimization of retail customer experience
• Developed comprehensive product taxonomy framework, improving catalog accuracy by 12%
• Led bi-weekly stakeholder meetings with 20+ participants across multiple business units
• Created executive-level presentations and program performance reports for senior leadership
• Developed and distributed program newsletters reaching 1000+ internal stakeholders
• Conducted comprehensive market analysis and customer behavior studies
• Collaborated with cross-functional teams to integrate platform improvements
• Established data-driven KPI frameworks to track improvement in Click through Rate, Customer Returns and Cart Abandonment
• Partnered with program management on recommendations, process improvements, and corrective action plans.