General Manager | Strategic Leadership, Operations, Team Development | I Help Companies Drive 15%+ Growth & Build Elite Teams.

I’m Carlos Cody, an Executive Operations Leader at Amazon specializing in scaling people, systems, and performance across large-scale supply chain and fulfillment networks.

My leadership brand is simple:

Scaling Systems. Developing Leaders. Driving Profitable Growth.

That’s how I approach every operation, team, and challenge by aligning people, process, and performance to deliver sustainable results.

Over the years, I’ve led multi-site operations with full P&L accountability, driving measurable improvements in productivity, safety, and cost efficiency while cultivating a culture of ownership and excellence. I believe true operational success starts with people because when leaders grow, systems improve, and results compound.

Core Strengths & Focus Areas:

- Strategic Leadership: Turning business objectives into executable strategies that scale.
- Operational Excellence: Optimizing systems and processes to improve efficiency and quality.
- People Development: Building and equipping leaders who multiply impact across teams.
- P&L & KPI Ownership: Driving profitability through precision, consistency, and accountability.
- Continuous Improvement: Leveraging Lean and Six Sigma methods to sustain performance gains.
- Culture & Engagement: Creating environments where people feel valued, aligned, and driven to win.

At Amazon, I lead leaders in high-volume, complex environments where strategy must meet execution every day. My focus is building scalable systems, empowering leaders, and sustaining performance through clarity, discipline, and trust.

I’m preparing for the next phase of my career advancing toward Director- and VP-level leadership, where I can shape enterprise strategy, develop future leaders, and build organizations that thrive long term.

If you’re passionate about leadership, culture, and operational excellence, let’s connect. I’m always open to conversations that inspire growth, transformation, and leadership.

Carlos Cody

Top talent isn’t afraid of high standards.
They’re terrified of low ones.
Because nothing kills ambition faster than a leader who settles.
Or worse a leader who’s too scared to raise the bar.

Here’s the part most people won’t admit:
You don’t lose great people because you expect too much.
You lose them because you expect too little and tolerate too much.
Challenge the Standard = Raise the bar without breaking the people.

Real growth requires three uncomfortable things:
Stretching targets — goals that make you sweat, not sleep.
Questioning assumptions — especially the ones that built yesterday’s success.

Saying the forbidden sentence: Good isn’t good enough anymore.


But here’s the nuance weak leaders never learn:
Stretching grows people.
Overcompensating breaks people.
Executives can tell the difference.
Amateurs can’t.
If you want a high-performance team, stop protecting comfort.
Start protecting standards.

Every leader hits the same crossroads:
Raise the bar and grow.
Or lower the bar and decay.
There is no neutral.
Your standards are either strengthening your culture…
or silently destroying it.

If you want to lead at the next level, ask yourself today:

Where have I let comfort replace standards in myself, my team, or my expectations?

Your next promotion won’t come from working harder.
It’ll come from expecting more and its starting with yourself.
Follow along if you’re ready to build the discipline, courage, and standards real leadership demands.

Amazon Ops Leader | Executive Operations Leader | Scaling Systems, Developing Leaders & Driving Profitable Growth | Strategic Leadership, Culture & P&L Performance

Honored to share that I’ve been selected as a new member of Black Executive Men.

Bound by values of integrity and strategy, this community is committed to cultivating leadership that outlives careers and redefines culture.

It’s more than a network —
it’s leadership that builds legacies.
Leadership that endures.

Grateful to grow alongside like-minded Black executive leaders who are shaping the future with excellence, purpose, and impact.

#ExecutiveLeadership #Executive #Leadership #Leader

A Legacy of Leadership

From boardrooms in Dallas to summits in Monaco, Black Executive Men unites leaders who move industries forward.

Bound by values of integrity and strategy, we cultivate leadership that outlives careers and redefines culture.

Leadership that builds legacies.  Leadership that endures.

Invitation-Only
www.blackexecutivemen.com

This group is to allow Black Executives/upwardly mobile black professionals to have a place to network together, collaborate on ideas in the business world, and to move forward in their careers.

Most leaders don’t actually lead people.

They manage tasks.
Monitor dashboards.
Hide behind metrics and meetings.

Here’s the truth nobody wants to say out loud:
You can’t lead people you don’t know.
You can only manage them.

And nobody follows a manager by choice.

Connection isn’t soft.
Connection is strategy.
It’s the difference between positional leadership and transformational leadership.

The problem?

Most leaders obsess over output…
and ignore the humans who create it.

When I think about connection, I ask myself three hard questions:
Do people feel safe telling me the truth?
If they filter their words, you’re not trusted.
You’re feared.

Do they know I care about them, not just the metrics?
If how are you? only happens when performance drops,
you’ve already lost them.

Am I building leaders or just squeezing out more output?
Output is a short-term win.
Leaders are a long-term strategy.

Leadership multiplies when you do three things consistently:
Equip people with the skills to win
Care about their growth as humans and professionals
Create space for them to lead, even when it’s slower at first

Connection isn’t a nice extra it’s a competitive advantage.
Companies with weak connection bleed talent, energy, and results.

If you want long-term results,
stop building dependency and start building leaders.

You don’t scale by managing harder.
You scale by connecting deeper.

Because when people feel known, valued, and trusted…
they don’t just work for you 
they grow with you.

If you’re serious about becoming the kind of leader people want to follow,
not the one they follow because they’re paid to…

Start with this:
Who on my team do I need to genuinely know, support, or develop starting today?

Follow along if you want to learn the leadership practices that build trust, raise performance, and multiply leaders for the long term.

Most teams aren’t underperforming.

They’re confused.

And confused teams don’t execute.
They improvise.

The real problem?
Too many leaders are running multi-million dollar goals…
with kindergarten-level clarity.

Vision isn’t a slogan on a slide.
It’s the operating system for your team’s brain.

Cast the Vision = Clarity + Conviction.
If you’re serious about leadership, start here:

If your team can’t repeat the goal in one simple sentence…
you don’t have a vision. You have noise.

If they don’t know why it matters to the business and to them…
you don’t have buy-in. You have compliance.

If they can’t see themselves winning in the story…
you don’t have ownership. You have passengers.

A leader’s vision is not what you see.
It’s what you help everyone else believe they can actually reach.

You want execution?
Stop flooding people with tasks and decks.
Give them a clear picture, a clear target, and a clear “why.”

If your team is guessing,
you’re not leading.

You’re hiding behind goals and calling it vision.

If you’re serious about becoming a leader people want to follow—not just have to follow—
start by ruthlessly simplifying your vision.

Ask yourself today:
Can every person on my team explain our goal, in one sentence, without me in the room?

If the answer is no…
your next promotion starts with fixing that.

Follow along if you’re ready to build the kind of clarity that turns teams into high performers.

How I Think About Burnout as a Peak-Season Leader

Truth: It’s a capacity problem, not a character or you problem. 

Percpetion is everything and we need to look at burnout from a different lense. Because it gets mislabeled every year.

The worse part is we all find that we say things like, should’ve been stronger. Like you’re somehow weak because peak season is pushing passed the capcity and complexity norms.

I want to be clear when I say that, burnout isn’t a character problem but, burnout is a capacity problem.

You know what to expect: 
- Volume increases 
- Stress and pace increase 10x 
- Expectations rise and multiply overnight…

And you know deep down that you feel you do not have the capacity to manage it all. 

Peak exposes one thing:
Your systems, not your worth.

I see it every year the leaders who struggle who - 
They rely on adrenaline, hustle, more effort, more hands in the pot, and winging it off of hope alone.

And I also see the leaders who dont only avoid burnout but go into 2nd gear  and they - 
They rely on clarity, prioritization, and owning their capacity by design.

Peak isn’t measuring your heart and will.
Peak is measuring your structure.

Build the capacity → burnout becomes manageable.
Ignore the capacity → burnout becomes inevitable.

Burnout doesn’t mean you’re a bad leader, it means you are a human leader.
It also means the season is demanding more capacity than the one you have built.

#leadership #leadershipdevelopment #amazon #peakseaon

Most leaders obsess over strategy.
But here’s the uncomfortable truth:

Strategy dies instantly in low-energy rooms.

You can have the perfect plan, the perfect deck, the perfect KPIs
but if the energy is off, the execution collapses.

Executives underestimate this every single day:

Energy is a performance lever.
Maybe the most important one.

You don’t get high performance from exhausted, depleted, or discouraged people.
You get compliance, minimal effort, and slow collapse.

Cultivating energy is not soft leadership.
It’s operational intelligence.

It looks like this:
• Encouraging the team when they’re tired
Not with empty hype—but with real confidence, clarity, and belief.

• Celebrating real wins
Not the slide-deck victories.
The gritty, unglamorous wins that actually moved the business forward.

• Setting a tone of belief, not fear
Fear gets short-term effort.
Belief gets long-term commitment.

And here’s the hard part:

Leadership lives in the tension of raising standards and lifting spirits.
We don’t choose one.
We master both.

Your people are not machines.
They’re humans carrying pressure you never see.

Protect their energy.
Fuel their confidence.
And watch your execution rise without forcing it.

A high-energy team can outperform a more talented low-energy team any day.

Because energy fuels pace, ownership, creativity, and resilience.

If your team is flat, frustrated, or fatigued
your strategy never had a chance.

If you want to be the kind of leader people want to run through walls for, ask yourself today:
Am I cultivating energy, or quietly draining it?

Follow along if you want more leadership frameworks that build belief, raise performance, and create teams that don’t just hit goals
they exceed them.

Most leaders love talking about vision.
But here’s the truth that separates amateurs from operators:
Vision without execution is a fantasy.
Execution without vision is chaos.
Both extremes destroy teams.
Both expose weak leadership fast.

Execution isn’t magic.
It isn’t motivation.
It isn’t try harder.
Execution is Systems + Ownership + Rhythm.

But most leaders never slow down long enough to ask the real questions:
1. Do we have simple, visible systems to run the plan?
If the team needs a decoder ring to understand the workflow,
your system isn’t a system — it’s a suggestion.

2. Does every leader know the key inputs they own?
If everyone owns everything, no one owns anything.
Execution collapses in ambiguity.

3. Do we inspect what we expect daily?
Not weekly.
Not when we remember.
Daily.

Because uninspected work becomes unpredictable work.
And here’s the real kicker:
Leaders don’t just talk results.
They build systems that PRODUCE them on good days and bad ones.

When you run the full C5 cycle long enough:
Cast → Challenge → Connect → Cultivate → Convert —
you stop chasing targets and start creating a culture that beats them.

Consistently.
Predictably.
Sustainably.

If your team is inconsistent,
your systems are inconsistent.
If your execution is chaotic,
your ownership is unclear.
And if your results are unpredictable…
your leadership rhythm is broken.
Execution isn’t about intensity.
It’s about clarity, simplicity, and daily discipline.

If you’re serious about becoming a leader who doesn’t just set goals
but actually delivers them, ask yourself today:

What system can I simplify, what input can I clarify,
and what rhythm can I tighten — starting now?

Follow along if you want the frameworks that help leaders go from vision… to execution… to unstoppable results.

The Real Peak Season Bottleneck: Overloaded Frontline Managers

Frontline managers carry the heaviest load in Peak.
Everyone knows it.
Almost no one wants to say it out loud.

They’re hiring.
They’re training.
They’re scheduling.
They’re coaching.
And somehow still expected to deliver flawless execution at Peak speed.

Axonify reports 65% say seasonal staffing is their #1 driver of burnout.
Not the work but the weight of the work.

Frontline managers are the middle of the sandwich: 
Pressure from above.
Problems from below.
Still expected to smile.

And here’s the uncomfortable truth:
If your frontline managers burn out this peak, your metrics will follow.

So what should senior leaders actually do?

How senior leaders can support frontline managers in Peak:
- Give decision rights, not more escalations. Empower them to fix problems in real time.

- Simplify expectations. Don’t stack priorities, instead rank them.

- Resource early. Staffing, tools, and support should be proactive, not reactive.

- Protect their time. Remove low-value meetings, admin loads, and things that are just noise.

- Be present. Not to police but instead to partner.

How managers can protect themselves and still deliver:
- Prioritize flow over perfection. Perfect dies in Peak. Consistent wins.

- Delegate clearly. Don’t carry everything because others might not do it right.

- Set daily direction. Clarity reduces chaos more than just pushing harder.

- Manage energy, not just tasks. Short resets pay operational dividends.

Peak doesn’t get easier.
But frontline managers shouldn’t carry it alone.

They’re not just operators.
They’re the backbone of Peak season performance.

#leadership #leadershipdevelopment #amazon #peakseason

Before Peak season starts, remember that it will be challenging.

The workplace will be busy, stressful, and hours will be long.  
Deliveries might be late. Technology might fail. Plans will change.  
People will be tired and stressed.

You’ll hear complaints. People will expect a lot from you including your customers, your bosses, and your team.

But keep in mind that this is normal for Peak season. The pressure is part of it. But what matters is how you lead.

When things get stressful, choose to stay calm.  
When problems happen, choose to stay focused.  
When your team feels tired, choose to remind them why their work is important.

Your team needs more than just a plan, they need you to be present.  
They need to see you calm, even when things are tough.  
They need to know you believe in them.

Being a good leader isn’t just about working faster, harder, and pushing people to do more.  
It’s about being strong and steady while having grace under fire.
It’s about staying calm when things are chaotic, and giving clear direction.

So before your shift, remind yourself:

- Problems will come but I’ll stay focused.
- Pressure will rise but I’ll stay steady.
- People will be stressed and struggle but I’ll lead with care.
 
The calmest leader usually has the best results.
Stay steady. Stay present. Stay strong.  

When things speed up, your calmness is your strength.

How to Keep Your Best People From Checking Out in Q4

Q4 turns up the heat on everyone:
More volume.
More speed.
More pressure.
More eyes on the results.

But here’s the part no one likes to say out loud:

Your people don’t disengage because work got harder.
They disengage because of how their leader shows up when it does.

And in Q4, leaders usually fall into one of three categories:

1️⃣ The Doom-and-Gloom Leader
Everything is urgent.
Everything is falling apart.
Every conversation is stress, pressure, and catastrophe.

This leader doesn’t inspire effort.
They drain it.
Your best people don’t check out — they escape.

2️⃣ The Happy-Go-Lucky Leader
Always “positive.”
Always “upbeat.”
Always pretending everything is fine.

Blind to issues.
Avoidant of discomfort.
Disconnected from the reality everyone else is feeling.

This leader creates false optimism… and real frustration.

3️⃣ The Whole Leader (The One People Stay For)
This leader is the difference-maker.

They acknowledge the pressure honestly.
They don’t sugarcoat the season.
They don’t spiral into negativity.

They stay calm.
They stay focused.
They lead from clarity, not emotion.

And instead of pretending the stress isn’t real, they guide people through it.

Here’s how Whole Leaders keep their teams engaged in Q4:
Address reality clearly: Yes, this is a heavy season. Here’s what matters most today.

- Protect the environment: Reduce chaos. Remove friction. Create flow early.
- Provide direction, not noise: Specific next steps, not general pressure.
- Offer support without coddling: “What do you need to win?”
- Model calm urgency: Assertive, not anxious. Focused, not frantic.
- Give meaningful recognition: Highlight behaviors that help the team move forward.
- Empower ownership: Trust your people with real responsibility and clear guardrails.

Whole Leaders don’t deny the pressure instead they lead people through it with clarity, calm, and action.

That’s who people follow.
That’s who people stay for in Q4.
That’s who keeps the team from mentally checking out.

#leadership #leadershipdevelopment #amazon #peakseason

If I could tell every leader in the world one truth about Peak season, it would be this:

The pressure isn’t the real enemy.
Entering the day unprepared is.

Q4 in logistics, operations, and fulfillment is unforgiving.
The volume is real.
The hours are long.
The pace is relentless.
And the weight of everyone’s expectations hits you before you get out of bed.

Most leaders let the day lead them.
They wake up and immediately drown in emails, Slack messages, fires, confusion, and noise.

But here’s the truth I want millions of leaders to understand.
If you don’t lead your inner world first, everything else will lead it for you.

And no leader can afford that in Peak.

But listen this isn’t about a long, complicated morning routine.
It’s not a 2-hour ritual.
It’s not about perfection.

It’s about 15 minutes or up to 1 hour that realigns you with the leader you want to be…
before the building pulls you into the leader you don’t want to become.

Here’s the daily reset I teach and practice:

- A mindset reset:
I check my thoughts, emotions, and attitude before the day has the chance to hijack them.

- A quick workout:
Even 10–20 minutes strengthens my discipline so stress doesn’t own my body.

- Feed the mind:
Audible or reading to elevate my perspective before problems shrink it.

- Purpose & values review:
So I show up as a grounded leader, not a reactive one.

- Identity decision:
I choose who I will be today, not who pressure tries to turn me into.

Because here’s the lesson leaders everywhere need to hear
If you don’t lead your thoughts, emotions, and attitude…
Peak will lead them for you and Peak doesn’t care about your peace, purpose, or potential.

But when you give yourself even 15 minutes of alignment, you walk into the day with clarity, not stress..
and you become the leader your people rise with, not run from.

This is the leadership reset that scales.
This is how leaders multiply their impact.
This is how millions can lead with more peace, presence, and power even in the hardest seasons.

What’s one small thing you do each day to reset yourself before stepping into a heavy week or shift?

Share it below...your routine might change another leader’s life.

#leadership #leadershipdevelopment #leader #amazon #PeakPower

The top predictor of a high-performing organization isn’t process or policy it’s psychological safety.

When people feel safe to speak up, performance scales.
When they don’t, innovation dies quietly.

Leaders think feedback drives improvement.
It doesn’t but the right environment does with right ratio.

Research shows elite teams keep a 5:1 ratio of praise to criticism.
That is data and performance science.

Because people don’t grow where they’re judged; they grow where they’re valued.

The best leaders don’t criticize instead they calibrate.
They coach with clarity, recognize progress, and reinforce trust.

If you want sustainable results, build a culture where people feel safe to fail, learn, and lead.

Because when people feel safe, they perform at their best.

Are you building safety or breeding silence?

#ExecutiveLeadership #LeadershipDevelopment
#SeniorLeadership
#CLevelLeadership
#ExecutivePresence
#LeadershipStrategy
#HighPerformanceLeadership
#TransformationalLeadership #LeadershipCulture

There is power in NO. 

True alignment isn’t proven by what you say yes to it’s revealed by what you refuse to chase.

As leaders, we love progress. But progress without alignment becomes noise.

Strategy isn’t about doing more it’s about doing less with purpose.

Say no to what dilutes your focus.
Say no to what clouds your identity.
Say no to what doesn’t fit your mission.

Because real effectiveness comes when your NO protects your YES.

The more defined your NO, the more powerful your YES becomes and that’s where your true influence begins.

#Leadership #LeadershipDevelopment #Leader #PersonalDevelopment

Most high performers aren’t blocked by opportunity.

They’re blocked by identity.

They’re trying to do leadership
before they ever become a leader.

That’s why so many smart, hungry people stay stuck at the same level:
They binge books.
They share quotes.
They chase tactics.

But they never upgrade the person doing the leading.
Here’s the simple model I use:

Tier 1 – Whole Leader (Becoming)
This is the inner game:

Identity → Who you decide to be every day
Integrity → Do your actions actually match your words?
Influence → Do people listen when you speak?
Impact → Are people and results better because of you?

If this tier is weak, no promotion, strategy, or playbook will save you.
You’ll work harder… and still feel behind.

Tier 2 – C5 Model (Doing)
This is the outer game:

Cast the vision
Challenge the standard
Connect with people
Cultivate energy
Convert vision into results

Inner work first.
Outer work second.

That’s how you build results that don’t collapse every time life, work, or leadership gets harder.

If you only collect leadership tips,
but never become a Whole Leader,

you’re not building a career.
You’re building a very busy treadmill.

If you’re serious about becoming the kind of leader people want to follow and
not just have to follow 

Stick around.

Over the next few posts, I’ll break down the Whole Leader + C5 model so you can:

Set clear direction
Raise your standards
Build other leaders
Protect your energy
Deliver results consistently

Follow if you’re done playing small and ready to become the leader you’ve been reading about.

The Habits of High Earners and High Performers: What They Do Differently Every Day

Most people want success.
Few build the habits that can handle it.

After years of leading teams, mentoring leaders, and studying high performers. I’ve noticed they all share a rhythm.
It’s not luck. It’s not talent.
It’s habits practiced daily, aligned with who they’re becoming, and designed to multiply their impact, influence, and income.

Here’s what they do differently. 👇🏽

Go read the article now. What is one habit that you will commit to implementing? 

#LeadershipDevelopment #PersonalGrowth #ProfessionalGrowth #LeadershipMindset #ExecutiveLeadership #SelfLeadership #CareerGrowth #HighPerformance

View newsletter: Leadership Operating System

The difference isn’t luck. It’s leadership habits. Over the years, I’ve studied how top performers think, move, and lead. It’s not that they’re smarte

Open article: The Habits of High Earners and High Performers by Carlos Cody • 3 min read

The Habits of High Earners and High Performers

Lead with leverage. Teach, dont just tell. 

Your output = the output of your team + the teams you influence.
That’s the real leadership multiplier.

✅Treat training and 1:1s as high-leverage work. It’s where you scale thinking, not just track tasks.
✅Create psychological safety so others feel safe to teach and fail forward. Growth requires grace.
✅ Document the lesson → systemize → repeat across shifts. That’s how knowledge becomes capability.

Leaders don’t just fix problems—they build people who prevent them.

What will you teach this week that reduces escalations next week?

#Leadership #ExecutiveLeadership #OperationsExcellence #PeopleDevelopment #HighOutputLeadership #StrategyExecution #LeadersDevelopLeaders

You can’t lead at a high level with a low view of your time.

You can’t afford to waste time. Instead you must decide to invest your time in places it compounds. 

To do this start with your head. Make time to think strategically.
Not everything that looks urgent actually moves your life and business forward.

Don’t just be guided by your mind but also lead with your heart. Give  time to what fuels people and purpose, not just productivity.

Remember real connection drives results not just strategy. 

And make time to create systems that multiply your hands. Build things that execute when you’re not in the room.

That’s how your create real leverage.

You will find by doing this the  difference between being busy and being effective. 

And it’s all in how you decide to manage your time.

Always remember this:
Master your time, and you’ll multiply your impact.

#Leadership #ExecutiveLeadership
#BusinessStrategy
#OperationsLeadership #ExecutivePresence
#Management #CareerGrowth
#LeadershipDevelopment
#StrategicLeadership
#PersonalDevelopment

A Quick Break in the Peak Chaos... Happy Thanksgiving

Before we dive into the next Peak lesson, I want to pause for something more important.

This season is heavy.
Workloads are up.
Pressure is up.
Expectations are up.

And yet leaders, frontline managers, and teams are still showing up with grit, intention, and heart.

Today, I just want to say this - Thank you.

Thank you to the leaders who stay calm when everything speeds up.
Thank you to the frontline managers carrying more than anyone sees.
Thank you to the teams who make magic happen behind the scenes.
Thank you to everyone choosing excellence even in a high-pressure season.

Peak reveals a lot about leadership, but it also reveals a lot about character.

As we step into Thanksgiving, I hope you get a moment even a small one to breathe, rest, and appreciate how far you’ve come this year.

From my family to yours:
Happy Thanksgiving.
Stay grateful, stay grounded, and stay encouraged — the season isn’t over, but neither is your strength.

#leadership #leadershipdevelopment #amazon #peakseason

Most leaders survive Q4. A few use it to separate themselves.

Peak season exposes everything your mindset, your habits, your discipline.

If you can stay clear, steady, and focused when the pressure rises,
you don’t just make it through Q4…You rise above it.

I wrote a new piece on how to turn Peak stress into Peak power.
If you’re leading in a heavy season, you’ll want this.

Read it here 👇🏾
Make Q4 Your Breakthrough, Not Your Breakdown

#Leadership #LeadershipDevelopment #Leaders

How the right mindset and actions can turn stress into momentum. Peak season shows up every year with a predictable rhythm. Volume rises, time compres

Open article: Make Q4 Your Breakthrough, Not Your Breakdown by Carlos Cody • 5 min read

Make Q4 Your Breakthrough, Not Your Breakdown

You Can’t Coach Well If You Only Talk About Numbers

Peak stretches people, by stretching their: 
Mindset.
Patience.
Confidence.
Emotional capacity.

And the truth most leaders ignore?

You don’t get Peak performance from stressed people.
You get it from supported people.

That’s why I use a simple 3-question micro check-in with my PAs, AMs, and AAs especially when the building is tight, emotions are high, and urgency is everywhere.

It takes 2–3 minutes, but it changes everything.

Here are the questions:
1. What’s blocking you right now?
This cuts straight to the friction — process, people, flow, clarity, anything.

2. What do you need from me?
This shifts you from watcher to partner.
It builds trust fast because you’re not asking them to survive the day alone.

3. What’s your next move?
This brings them back into action with clarity, ownership, and confidence.

When someone is overwhelmed, they don’t need a speech.
They need direction, support, and a path forward.

This is how you coach under stress.
This is how you build trust and performance at the same time.

Save these 3 questions.
Use them once today.
Then come back and tell me what changed.

#leadership #leadershipdevelopment #amazon #PeakPower

QuoteWizard

I make outbound and take inbound calls from customers applying for insurance. I assist with providing the best insurance options for their needs. After asking a series of qualifying questions, I connect callers with an insurance company that will attempt to provide clients with an insurance policy best suited for their needs.

Customer Service Representative

Signify Health

Achieved an average of 50 outbound calls per hour placed by an automatic dialer system to offer, explain, and schedule a free in-home or virtual health evaluation with a provider. 
Follows 20+ approved scripts, ensure members understand and are comfortable with the terms, and respond to rebuttals persuasively and with professional courtesy.
Presents a positive, professional, and high energy approach to clients, health plan members, and team members.
Meets daily goals set by the department (i.e., 300-400 outbound dials per day, 24 appointments set per day, shift and attendance policy adherence, quality targets, etc.) in an office or remote environment.
Adjust, reschedule, and cancel appointments with both members and contracted providers, as requested.
Monitors performance results including appointments, calls, handle time, and productivity using designated reporting systems.
Reports member complaints and escalations immediately to Member Engagement Managers.
Participates in peer side-by-side coaching as needed.
Follows HIPAA and other security and privacy guidelines when handling protected health information accessed during normal work activities.

Member Engagement Coordinator 

Ovation Credit Services, Inc.

Successfully achieved top KPI scores, reflecting excellent customer service and credit repair advisory skills. Initiated and implemented efficient procedures to expedite responses, enhancing team collaboration and productivity. Demonstrated leadership by team management.

CLIENT EXPERIENCE ADVISOR

The TJX Companies, Inc.

𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗹𝗲 𝗳𝗼𝗿 𝗽𝗿𝗼𝗺𝗼𝘁𝗶𝗻𝗴 𝗮 𝗵𝗶𝗴𝗵𝗹𝘆 𝘀𝗮𝘁𝗶𝘀𝗳𝗶𝗲𝗱 𝗮𝗻𝗱 𝗿𝗲𝘄𝗮𝗿𝗱𝗶𝗻𝗴 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗵𝗼𝗽𝗽𝗶𝗻𝗴 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝘁𝗼 𝗲𝗻𝘀𝘂𝗿𝗲 𝗿𝗲𝗽𝗲𝗮𝘁 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀.  𝗟𝗲𝗮𝗱 𝗯𝘆 𝗲𝘅𝗮𝗺𝗽𝗹𝗲 𝗮𝗻𝗱 𝗲𝗻𝗴𝗮𝗴𝗲 𝗮𝗻𝗱 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁 𝘄𝗶𝘁𝗵 𝗮𝗹𝗹 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗶𝗻 𝗮 𝗳𝗿𝗶𝗲𝗻𝗱𝗹𝘆, 𝗰𝗼𝘂𝗿𝘁𝗲𝗼𝘂𝘀 𝗺𝗮𝗻𝗻𝗲𝗿.
•	Oversee a team of Store Associates and Cashiers at the Front End and ensure the education and executive of proper ringing sequence and promotion of all loyalty programs
•	Train Store Associates and Cashiers on personalizing the customer transaction experience
•	Demonstrate the company’s R.E.A.C.H. philosophy (Remember Everyone Affects Customer Happiness)
•	Address customer concerns and issues in a prompt and efficient manner, ensuring a positive resolution
•	Update Store Associates and Cashiers on customer surveys, feedback, store goals, charity campaigns, and other initiatives
•	Train and mentor Store Associates and Cashiers on the Front End Smart principles and Best Methods to utilize appropriate company resources and tools
•	Partner with Management on the current training needs of Store Associates and Cashiers to increase effectiveness
•	Communicate accurately and effectively with Management, Store Associates, and Cashiers when setting and addressing priorities and provide periodic progress updates 
•	Monitor POS systems and ensure adequate POS staffing coverage calling for backup Store Associates and Cashiers as needed
•	Maintain a clutter free shopping environment and ensure merchandise returns are processed properly before returning to the sales floor
▶ 𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀:
•	Routinely receive positive customer feedback and high performance scores in customer surveys
•	Ability to detect fraudulent transactions, switched tickets, mismate items saving company thousands of dollars 
•	Partner with Loss Prevention teams to prevent theft

CUSTOMER EXPERIENCE COORDINATOR

Office of Dr. Wallizada

𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗹𝗲 𝗳𝗼𝗿 𝗮𝗻𝘀𝘄𝗲𝗿𝗶𝗻𝗴 𝗶𝗻𝗰𝗼𝗺𝗶𝗻𝗴 𝗰𝗮𝗹𝗹𝘀, 𝗱𝗶𝗿𝗲𝗰𝘁𝗶𝗻𝗴 𝗰𝗮𝗹𝗹𝘀 𝘁𝗼 𝗮𝗽𝗽𝗿𝗼𝗽𝗿𝗶𝗮𝘁𝗲 𝘀𝘁𝗮𝗳𝗳, 𝗴𝗿𝗲𝗲𝘁𝗶𝗻𝗴 𝗮𝗻𝗱 𝗰𝗵𝗲𝗰𝗸𝗶𝗻𝗴 𝗶𝗻 𝗮𝗹𝗹 𝗽𝗮𝘁𝗶𝗲𝗻𝘁𝘀 𝗳𝗼𝗿 𝗼𝗳𝗳𝗶𝗰𝗲 𝗮𝗽𝗽𝗼𝗶𝗻𝘁𝗺𝗲𝗻𝘁𝘀, 𝗶𝗻𝗰𝗹𝘂𝗱𝗶𝗻𝗴 𝗽𝗮𝗽𝗲𝗿𝘄𝗼𝗿𝗸 𝗳𝗼𝗿 𝗽𝗮𝘁𝗶𝗲𝗻𝘁𝘀 𝘁𝗼 𝗳𝗶𝗹𝗹 𝗼𝘂𝘁, 𝘀𝗰𝗮𝗻𝗻𝗶𝗻𝗴 𝗶𝗻𝘀𝘂𝗿𝗮𝗻𝗰𝗲 𝗰𝗮𝗿𝗱𝘀, 𝗲𝗻𝘁𝗲𝗿𝗶𝗻𝗴 𝗮𝗹𝗹 𝗱𝗲𝗺𝗼𝗴𝗿𝗮𝗽𝗵𝗶𝗰 𝗶𝗻𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻 𝗶𝗻𝘁𝗼 𝘁𝗵𝗲 𝗲𝗹𝗲𝗰𝘁𝗿𝗼𝗻𝗶𝗰 𝗵𝗲𝗮𝗹𝘁𝗵 𝗿𝗲𝗰𝗼𝗿𝗱, 𝗲𝗻𝘁𝗲𝗿𝗶𝗻𝗴 𝗿𝗲𝗳𝗲𝗿𝗿𝗮𝗹𝘀 𝗳𝗼𝗿 𝗼𝗳𝗳𝗶𝗰𝗲 𝘃𝗶𝘀𝗶𝘁𝘀 𝗶𝗻𝘁𝗼 𝗘𝗠𝗥, 𝘀𝗰𝗮𝗻𝗻𝗶𝗻𝗴 𝗳𝗼𝗿 𝘀𝘁𝗮𝗳𝗳 𝗮𝘀 𝗻𝗲𝗲𝗱𝗲𝗱, 𝗮𝗻𝗱 𝘄𝗼𝗿𝗸𝗶𝗻𝗴 𝗰𝗹𝗼𝘀𝗲𝗹𝘆 𝘄𝗶𝘁𝗵 𝗽𝗵𝘆𝘀𝗶𝗰𝗶𝗮𝗻𝘀 𝗮𝗻𝗱 𝘀𝘁𝗮𝗳𝗳.

MEDICAL RECEPTIONIST

The Cleveland Clinic

𝗪𝗼𝗿𝗸𝗲𝗱 𝗶𝗻 𝗮 𝗳𝗮𝘀𝘁 𝗽𝗮𝗰𝗲𝗱 𝗰𝗹𝗶𝗻𝗶𝗰 𝗮𝗻𝗱 𝗼𝗽𝗲𝗿𝗮𝘁𝗲𝗱 𝗺𝗲𝗱𝗶𝗰𝗮𝗹 𝗲𝗾𝘂𝗶𝗽𝗺𝗲𝗻𝘁, 𝗰𝗼𝗹𝗹𝗲𝗰𝘁𝗲𝗱 𝘀𝗮𝗺𝗽𝗹𝗲𝘀 𝗳𝗿𝗼𝗺 𝗽𝗮𝘁𝗶𝗲𝗻𝘁𝘀, 𝗽𝗿𝗼𝗰𝗲𝘀𝘀𝗲𝗱 𝗽𝗮𝗽𝗲𝗿𝘄𝗼𝗿𝗸 𝗮𝗻𝗱 𝗳𝗼𝗿𝗺𝘀, 𝗮𝗻𝗱 𝗽𝗿𝗼𝘃𝗶𝗱𝗲𝗱 𝗴𝗲𝗻𝗲𝗿𝗮𝗹 𝗮𝘀𝘀𝗶𝘀𝘁𝗮𝗻𝗰𝗲 𝘁𝗼 𝗥𝗡𝘀 𝗮𝗻𝗱 𝗗𝗼𝗰𝘁𝗼𝗿𝘀.

CLINICAL TECHNICIAN

Office Team Staffing

𝗛𝗮𝗻𝗱𝗹𝗲𝗱 𝗮 𝘃𝗮𝗿𝗶𝗲𝘁𝘆 𝗼𝗳 𝗮𝗱𝗺𝗶𝗻𝗶𝘀𝘁𝗿𝗮𝘁𝗶𝘃𝗲 𝘁𝗮𝘀𝗸𝘀 𝘀𝘂𝗰𝗵 𝗮𝘀 𝗰𝗮𝗹𝗲𝗻𝗱𝗮𝗿 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁, 𝗯𝗶𝗹𝗹𝗶𝗻𝗴, 𝗶𝗻𝘃𝗼𝗶𝗰𝗲𝘀, 𝗽𝘂𝗿𝗰𝗵𝗮𝘀𝗲 𝗼𝗿𝗱𝗲𝗿𝘀, 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗲𝗱 𝗼𝗳𝗳𝗶𝗰𝗲 𝗳𝗶𝗹𝗶𝗻𝗴, 𝗱𝗶𝗿𝗲𝗰𝘁𝗲𝗱 𝗰𝗮𝗹𝗹𝘀, 𝗶𝗻𝗾𝘂𝗶𝗿𝗶𝗲𝘀, 𝗮𝗻𝗱 𝗰𝗼𝗼𝗿𝗱𝗶𝗻𝗮𝘁𝗲𝗱 𝘃𝗶𝘀𝗶𝘁𝗼𝗿𝘀 𝗮𝗻𝗱 𝗴𝘂𝗲𝘀𝘁𝘀.

RECEPTIONIST

Change Champion * 20 * years Interpersonal skills * delivering 5 Star reviews * Member Engagement *

✅️ I am dedicated to helping others. As a child I would try to heal people. I carry that passion to improve customer satisfaction. ⭐️

    ✅️ At Quote Wizard, by Lending Tree I assist customer to find their best insurance options while providing my stellar customer service. My role involves utilizing  persuasive, communication skills and professional courtesy and empathy to explain the process to members. ⭐️

      ✅️The sucess in this role builds upon my previous experience as a Senior Case Advisor, where I honed my advisory skills, leadership, and conflict management skills during escalated calls.  I maintained the top KPI performance metrics for the company for 8 out of 12 months out of 100 advisors.  I exceeded my clients expectations and received weekly BBB reviews expressing extremely positive feedback from my clients. ⭐️

     ✅️ At Signify Health, my dedication was reflected in achieving and maintaning high performance metrics, such as surpassing daily goals of 300-400 outbound calls and securing 25 appointment per day. ⭐️

     ✅️ As head cashier at TJ Maxx I lead by example and engaged with all customers in a friendly and courteous manner.  I also contributed to the company's R.E.A.C.H. philosophy, which stands for Remember Everyone Affects the Customer happiness. ⭐️

    ✅️ I am certified in Empathy for Customer Service Professionals and The Art of Leadership.   
 Please email me at williams.kristi@yahoo.com. Let me deliver 5 ⭐️ star reviews for your company.

Kristi D. Williams 🌟 Customer Service Professional 🌟

I am grateful for LinkedIn, my incredible network, and the continuous learning that has allowed me to get to know myself better on this journey. 🌄

Kristi D. Williams   🌠 Customer Service Professional 🌟

✅️ I will convert customer experiences into 5 star reviews for your company ✨️ Community builder ✨️ Empathetic team lead, forever curious as I heal the world one person at a time ✅️ 🐈 mom

My favorite word right now is peace. I am done striving for perfection. I am done burning myself out trying to give 110% at work everyday. Some days my energy level may be at a 90%. That is okay. I am learning to protect my peace. I know God will take care of things. Worry is just a waste of energy. 💫
How do you protect your precious peace? 🤔

taplio

The Battle

Carlos Cody

Kristi D. Williams 🌟 Customer Service Professional 🌟

Followers

Posts

Engagements

Likes

Performance ScoreCarlos Cody's LinkedIn Performance

Performance ScoreKristi D. Williams 🌟 Customer Service Professional 🌟's LinkedIn Performance

Ready to grow your LinkedIn presence?

taplio

The Battle

Carlos Cody

Kristi D. Williams 🌟 Customer Service Professional 🌟

Followers

Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Carlos Cody's LinkedIn Performance

Performance ScoreKristi D. Williams 🌟 Customer Service Professional 🌟's LinkedIn Performance

Ready to grow your LinkedIn presence?

Performance ScoreCarlos Cody's LinkedIn Performance