Consultant Alumni Interview: Alex Smiley

Could you discuss your current role?

I currently work as a lead for Amazon customer service. In this role, I manage a team of 30 people. I work to develop my associates to become leaders in the business and more effective communicators as they provide the best service possible to our customers.

I also have the opportunity to work on several projects through the year to improve Amazon’s impact on both our internal and external customers.

What led you to this phase of your educational career?

After graduating with my degree in public relations from EKU, I moved to Louisville where I worked for a company called MD2U. MD2U provides primary care to homebound patients. During my time at MD2U I worked as an intake specialist and a project manager. I managed different accounts and worked to find new ways to reach potential patients.

I left MD2U after working for the company for a year since Amazon.com was opening a call center in my hometown. The rest is history!

How did your experience and training as a consultant in the Noel Studio prepare you for your current role? What skills did you learn in the Noel Studio that have been helpful for you in your education/career?

My degree taught me how to communicate effectively, and the Noel Studio taught me how to teach others how to communicate effectively. I currently coach 30 associates how to improve their oral communication skills. Working at the Noel Studio prepared me to teach adults and identify different learning styles. As a result, I am able to connect with my associates to earn their trust and improve the way they work and communicate.

Amazon is built on several leadership principles. One of these leadership principles is, “Think Big.” We are encouraged to never accept the way things are currently executed and always push for more. The innovative culture I grew accustomed to at the Noel Studio prepared me for the culture of big ideas and endless possibilities Amazon creates. I now feel comfortable pitching ideas others would say aren't possible.

Do you remember any specific events/consultations that prepared you for the future?

One psychology class was broken into several groups to tackle an assignment. The assignment was to present a hot topic from the two opposing views in the form of a debate. During this time they met with me for a consultation once a week for a few months. This project challenged me as much as it challenged them. I had to look at research that logically presented an argument against my core beliefs.

Great leaders are right, a lot because they are smart enough to question everything and look at every issue from all angles. I use this daily in business. Now when I make a decision I don’t just use my mind and logic, I also pull from all my resources to make strong business choices and find innovative ideas.

How did consulting in the Noel Studio help shape your career goals? Short-term (3-5 years) and long-term (5-10+ years)?

Working at the Noel Studio reinforced the goals I had for myself after graduation. I knew I wanted to help companies effectively communicate with their public. However, after spending time in the workforce, I have been able to pull from the skills I honed in the Noel Studio to open doors in business that I previously hadn't seen as an option.

For example, after working at Amazon for about three months, I was identified as a strong coach and was given the opportunity to share my thoughts on a larger platform. This exposed my presentation skills and ability to alter a message to fit my target demographic.

I am now being considered for new opportunities that allow me to move from an individual contributor role to a project manager position where I will be able to cascade my ideas to different departments and sites around the world.

Initially, the Noel Studio made it so I could confidently speak to my communication skills and career goals after college. After being given the opportunity to pull from my presentation skills, I now see I want to move into projects of a larger scope instead of individual development.

What’s the most interesting project you plan to be involved in (or are involved in) at your current employer?

I am working on a project now to streamline the onboarding process for new Amazonians. The scope of this project allows me to work with several different departments at my site, as well as several departments in locations across the country.

My project will improve the way we find talent, interview potential employees, train 900 people in three months, and continue developing employees so they can move up through the company.

Are you currently conducting any academic research?

No, I am out of the world of academia. However, I am working on a project that has saved my company close to one million dollars in the last three months. Some customers make a living out of stealing money from Amazon since we are so customer focused. I am working to identify these “customers” and prevent them abusing our services.

What advice would you give to current consultants?  Any advice for future consultants?

·         You don’t know where a project or idea will lead, so never turn down any opportunities. While in college, it may seem daunting to take another task; however, these experiences are things you can speak to and pull from in future roles.

·         I found there is something to be learned from everyone. Take every consultation and business interaction seriously. Learning, like communication, is a two-way street and you will miss a lot if you let people’s titles, roles, and places in life impact the way you interact with them. You may be the consultant, but you have just as much to learn from the student you are helping.   

·         Take feedback well. There is nothing that can ruin you faster than not responding well to feedback. If someone cares enough about your career to give you feedback, run with it, don’t be offended by it. 

Published on September 22, 2014