Amber Austin Email & Phone Number

Phoenix, Az, Us

Phoenix, Az, Us

• Own communication channels between the Loyalty program and 50K+ PetSmart associates.• Lead the resolution of 98% of customer care issues for the Treats Rewards program with 24 hours of receipt, reducing escalations by 25% and improving our NPS scores. Developed SOPs based on customer insights, leading to a 25% improvement in issue resolution time and a 10% reduction in program-related complaints.• Successfully launched the new Treats Rewards program, created program documentation and content to be shared both internally/externally which resulted in 30% growth in member engagement through targeted campaigns and in-store activations/education.• Collaborated with cross-functional teams to enhance the user experience and execute new initiatives for rewards members. Cultivated strong relationships with team members to drive work initiatives forward with a customer-centric approach.• Analyzed customer care trends to optimize program effectiveness and identified areas for improvement. Utilized customer data to strategize new program features aimed at enhancing engagement among our loyal members and attracting new participants to the program.

Phoenix, Arizona, United States

• Investigated fraudulent activity in relation to the Treats Rewards program and subsequently saved PetSmart almost $1 Million in points liability.• Ensure timely ticket resolution and managed case documentation/resolution.• Strategize and execute loyalty offers. Own the set-up, proofing and execution of offers in our platforms. Responsible for testing before and at launch.• Incorporated process improvements within the Loyalty program and the overall management & resolution of care issues.

-Turned a passion for delectable cuisine and unique culinary adventures into a business, managing all aspects of the Instagram account (@fantastic_food_finds) including marketing, sales, and production-Strategically analyze restaurants to feature based on Instagram impressions, page interaction, and revenue

Zeeland, Michigan, United States

-Developed and managed marketing strategies for the Enterprise business sector, leveraging data-driven insights to drive approximately $20M in new business-Created and implemented a variety of marketing campaigns that included digital and social media channels to increase customer awareness and brand recognition-Evaluated back-end website analytics to improve customer-facing content and consumer engagement-Create internal and external facing marketing materials to display the breadth of MillerKnoll's portfolio and attract new business

Holland, Michigan, United States

-Facilitated the collection of product data utilized in the launch and relaunch process on multiple websites and platforms-Led process improvement initiatives to adhere to customer feedback and streamline the product launch process-Maintained the consistency of product data across all customer-facing end-points including taxonomy, positioning, visual assets and product-specific details

Holland, Michigan

-Managed and optimized daily operations of the Herman Miller retail website, which included all logistics of customer order inquiries-Developed operations dashboard to highlight key year-over-year trends to help pinpoint recurring product/service deficiencies-Led coaching, training, and mentoring for new and existing team members-Exceeded service recovery standards, driving high satisfaction rates to meet customer needs

-Responsible for customer sales experience via telephone and email communications.-Answered technical product questions and help customers determine best product for their needs.-Managed small/medium size business enrollment/operations, revamped the VIP program to encompass our target markets and include A&D.

-Managed all social media platforms (LinkedIn, Instagram, Facebook, Twitter) to increase site traffic and content engagement-Tracked analytics to determine marketing plans and optimize social media strategy

Greater Grand Rapids, Michigan Area

Responsible for coordinating patient care and transportation.Assist with turnover and set up of OR rooms.Skilled at implementing sterile processes and maintaining a sterile field.

Food and beverage sales.

Achieved company goals for new membership sales through cold calling and prospect development.Managed front desk operations, following up on customer issues with complete resolution.

Greater Grand Rapids, Michigan Area

Completed in store demonstrations for fortune 500 companies in big box retailers, introducing new products as part of product launch plan.Managed a team of sales associates, including recruitment and training of new hires.

Bachelor'S Degree, Allied Health Sciences

Activities and Societies: Pre-PA club, National Society for Collegiate Scholars

High School Diploma