Anthony Brown: eCommerce Account Manager in Seattle, WA

• 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.

• 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.

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.

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.

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.

• 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.

• 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.