Snow

eCommerce Account Manager

Marketing & Sales

• Owned all aspects of clients' Amazon Vendor & Seller Central FBA accounts.
• Managed Amazon Advertising (AMS) strategies & campaign performance for all clients, refined
campaigns to maximize impressions, clicks, and conversion according to specified budgets and ACOS
targets.
• Developed search engine optimized content for Amazon detail pages with a focus on increasing
organic search rank and relevance.
• Monitored in-stock rate for client listings and created supplementary FBA shipments to ensure
products are always available.
• Partnered with clients' operations teams to reduce purchase order chargebacks and dispute past
chargebacks to recover funds that were inappropriately held by Amazon.
• Advised clients on ideal product mix and case-pack configuration to maximize conversion rate.
• Created and presented weekly/monthly business review performance reports to clients' senior
management and ownership.
• Participated in negotiations with Amazon to minimize cost decreases and co-op fee increases.
• Clients included grocery, tool, health/personal care, and electronic manufacturers.

Independent Contractor, eCommerce Consultant, Technical Advisor
Bellingham, WA
June 2017 to September 2018
• Helped local small businesses grow by optimizing their online presences and adopting new software/
technology to increase sales, improve customer service, and automate financial transactions.
• Specialized in Amazon eCommerce consulting including AMS advertising, search engine optimization,
retail readiness, inventory/catalog management, and chargeback cost recovery.
• Customers include manufacturers, hotels, restaurants, contractors, service providers, and homeowner associations.

While earning my MBA, assisted tenured professors with research projects by cleaning & analyzing
data, performing literature review, and administering exams.
• Managed the College of Business and Economics Virtual Mentor Program which connected
undergraduates with local professionals to provide career advice and interview coaching opportunities.

MBA Student, Graduate Assistant

• Managed large-scale infrastructure improvement projects partnering with contractors, vendors, & government agencies to deliver results on schedule and according to budget.
• Drafted the annual budget & the capital project road map, reported to the board of directors.

Assistant General Manager

The KNOC was founded in 8/2012 as the centralized point of incident management for Kindle
Customer Service.
• Team responsible for deep dive analysis of customer facing incidents and trust violating issues.
Managed the resolution of these issues by partnering with service owners on projects to eliminate
sources of customer pain.
• As a founding member of the team, created the incident management framework used by the worldwide program.
• Directly managed all NA (Seattle) team members, trained and launched the EU (Cork) team in
4/2013.   • Established clear KPIs to benchmark team performance and reduce incident resolution time.
• Designed the KNOC dashboard which surfaced key network health indicators to stakeholders at all
management levels, and created alarming systems that monitored the worldwide Kindle ecosystem to detect emergent incidents.
• Owned the Correction of Error (COE) process for each incident, making sure that root cause was
clearly defined, and ensuring that action items to prevent recurrence were completed on schedule and according to spec.

North America Manager, Kindle Network Operation Center

Program was responsible for the timely detection, mitigation, and resolution of high severity issues
that impacted Amazon's worldwide seller/vendor population and internal Seller/Vendor Support teams.

• Team also responsible for providing 24/7 white glove support to Amazon's largest enterprise
merchant accounts, assisting with API integration, feed/report EDI, pricing & promotions, and inventory
management.
• Supported Amazon programs included FBA, Seller Central, Vendor Central, Webstore, and Sponsored
Products/Brands.
• Owned the design and maintenance of all program tools, dashboards, reports, alarms, and SOPs.
• Managed the expansion of the team into Grand Forks North Dakota (9/2010), Regensburg Germany
(6/2011), Cork Ireland (6/2011), and San Jose Costa Rica (3/2012). Trained specialists and launched
teams in all locations.
• Directly managed all team members in Seattle, Grand Forks, and San Jose.
• Strictly enforced team SLAs for responding to high severity events, tickets, and enterprise merchant
contacts.
• Leveraged historical data to drive down event resolution times and reduce number of related
contacts/tickets.
• Worked closely with partner teams to improve alarming accuracy and identify roadblocks. Managed a
portfolio of COEs and cross-team projects to reduce the recurrence of blocking issues.
• Created specifically targeted reports for stakeholders at all levels, from the S-team to individual
associates.
• Took ownership of the Seller Support ticket queue, ensuring that tickets were incorporated into
capacity planning and resolved according to the relevant severity service level.

Technical Program Manager, Seller/Vendor Support Incident Management

Responsible for vetting escalations from our call center locations, engaging the appropriate service
owners, sending regular updates to impacted internal & external customers, and pursuing COE once
the immediate issue was resolved.
• Subject matter expert for feed submission and data retrieval issues including new SKU creation, price
& quantity updates, shipping confirmation, and order/inventory reporting.
• Provided advanced support to enterprise, VIP, and premium accounts.

Technical Account Manager II, Seller Support Incident Management Program

• Team was responsible for providing email and phone support to Gold and Platinum level sellers.
• By my sixth month in the role I was our top performer as measured by case volume and satisfaction
rating.

Technical Account Manager I, Seller Support Team

• Responsible for the daily operation of all lodge and restaurant facilities at the resort.
• Directly managed 50+ individuals including cashiers, cooks, bartenders, and maintenance staff.
• Created reports to track sales and labor by location. Used data to forecast future staffing and inventory needs.
• Performed daily audit of all on-site funds totaling $80k.

Assistant Director of Food & Beverage, Bookkeeper

Find out detailed information about Anthony Brown, eCommerce Account Manager in Seattle, WA

Anthony Brown: eCommerce Account Manager in Seattle, WA

Anthony Brown

Western Washington University

Western Washington University