Amber Miller
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
Work History
Demand Planner
Hill's Pet Nutrition Inc.
08.2021 - Current
- Utilize historical data, statistical software, consumption data, upcoming promotions, and marketing intelligence to maintain forecast for Science Diet products for Petsmart and Petco.
- For discontinued SKU's or product lines, build a run out plan so we have the least amount of packaging and final goods obsolescence costs. Most recently, I managed the Bioactive line discontinuation. I was able to save obsolescence costs of nearly $500k in finished goods by making proposals to Retail Marketing and Marketing ways this product could be utilized instead of disposing of it.
- Participate in sales and operations meetings to assess performance and forecast and formulate necessary corrective actions.
- Propose and implemented solutions to improve demand forecast accuracy.
- Provide ad-hoc analytics and operational expertise to drive fact-based inputs into forecasting.
- Review historical sales trends and researched demand drivers to prepare forecast data.
- Track key performance indicators to measure success of campaigns and new product launches.
- Analyze data to uncover insights and identify key opportunities to inform strategic decisions.
- For new SKU launches, prepare a consensus file to look at the demand forecast and how much we need to produce watching for obsolesce risks and report this information back to Marketing for further consideration.
- Successfully managed Science Diet Innovation project launches in 2023 and 2024 with no delays for Customer Service and Logistics (Packaging, Production, and Deployment)
Associate Business Analyst
Hill's Pet Nutrition Inc.
01.2019 - 07.2021
- Supported Customer Service department by providing reporting for KPI's such as calls per hour per agent, emails answered per hour per agent, call abandonment rate, AHT per call, and staffing suggestions.
- Managed master data changes, monthly call reporting, C4C call frequency updates, preparing mailing lists, bi-annual tier assessment, and various other reporting requests.
- Assisted with interviewing, hiring, onboarding, and managing CDO interns.
- Attended various college career fairs to gain candidates for Internships
- Frequently use Google Suite, SAP, C4C, RSI, Atlas, Cisco, Suite, Tableau and Microsoft Excel programs and have a very good understanding of these various systems/programs.
- Organized daily tasks for better efficiency and use of resources.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Analyzed open orders, backlog, and sales data to provide sales team with insights.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Performed gap analysis to identify areas of improvement.
- Collaborated with stakeholders to define project objectives and criteria.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
Consumer Affairs Training/System Specialist
Hill's Pet Nutrition, Inc.
04.2013 - 01.2019
- Provided WFM scheduling for the Consumer Affairs team of 10-20 agents.
- Process payroll bi-weekly for Hill's employees as well as temporary agents.
- Interview/hire new Consumer Affairs agents as well as temporary Hill's Consumer Affairs agents.
- Coordinated/conducted onboarding and new hire training Consumer Affairs agents.
- Handled Quality and Regulatory complaints including gathering additional data, sending this information to our partners in Quality or Regulatory, and any follow up work that needed to be handled with Quality/Regulatory or our consumers.
- Conduct Consumer Affairs/Customer Support Center new hire orientation for new Territory Managers/District Managers.
- Provided on-going training for current employees.
- Schedule and plan bi-weekly Consumer Affairs team meetings.
- Review agent data capture weekly. Listened to recorded phone call and reviewed notes entered in data base . Provided feedback to agents on better call handling, notes improvement, and coding improvements.
- Managed Knowledge Base Reference Manual database updating and adding new content as needed.
- Support system improvements and upgrades for various databases used by Consumer Affairs/Customer Service.
- Summarized consumer satisfaction survey results and provided results to agents monthly.
- Answered escalated consumer calls.
Nutritional Consultant
Hill's Pet Nutrition Inc.
10.2008 - 04.2013
- Answer consumer phone calls, emails, and live chats.
- Assist with training of new agents.
- Document all consumer calls with notes and photos (if needed). When there was a Quality or Regulatory issues reported, I escalated the complaint to the Manager for further review.
- During this time a new database, Knowledge Base, was purchased by Consumer Affairs to be a training document for agents. I was put on the project of building and maintaining this tool.
- Began building/conducting new hire training during this time which led to my next role of Consumer Affairs Training/System Specialist.
Customer Support Center Agent
Hill's Pet Nutrition Inc.
02.2004 - 10.2008
- Resolved caller issues quickly and thoroughly.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Follow up on customer inquiries to assess satisfaction with provided solutions.
- Established strong customer relationships, building recommendations and loyalty.
- Presented feedback to management on customer service trends and improvement areas.
- Processed customer orders quickly and accurately for timely delivery.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
Education
Bachelors of Business Administration -
Baker University
Topeka, KS05.2017
Associate Degree - Arts
Allen County Community College
Burlingame05.2001
High School Diploma -
Topeka High School
Topeka, Kansas05.1999
Skills
- Decision-Making
- Written Communication
- Attention to Detail
- Excellent Communication
- Teamwork and Collaboration
- Training and Development
- Computer, Microsoft Office Skills, and G Suite Skills
- Active Listening
- Analytical and Critical Thinking
- Self-Motivated
- Organized and detail-oriented
- Strong Project Management skills
Timeline
Demand Planner
Hill's Pet Nutrition Inc.
08.2021 - Current
Associate Business Analyst
Hill's Pet Nutrition Inc.
01.2019 - 07.2021
Consumer Affairs Training/System Specialist
Hill's Pet Nutrition, Inc.
04.2013 - 01.2019
Nutritional Consultant
Hill's Pet Nutrition Inc.
10.2008 - 04.2013
Customer Support Center Agent
Hill's Pet Nutrition Inc.
02.2004 - 10.2008
Bachelors of Business Administration -
Baker University
Associate Degree - Arts
Allen County Community College
High School Diploma -
Topeka High School
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