Courtney Miller
Summary
Results-driven eCommerce professional with extensive experience in B2B and B2C operations, system integrations, and process automation. Proven ability to optimize fulfillment, pricing, and product setup while enhancing customer experience. A proactive problem solver with a strong track record of identifying challenges and implementing effective solutions. Adept at collaborating cross-functionally with technology, customer service, and ERP teams.
Overview
10
10
years of professional experience
1
1
Certification
Work History
E-Commerce Operations Specialist/Product Owner
Project Management Institute, PMI
06.2022 - Current
- Lead the optimization of B2B and B2C e-commerce platforms, enhancing the checkout process and overall user experience to increase conversion rates and reduce cart abandonment
- Analyze user behavior and transaction data to identify pain points in the purchasing funnel, implementing strategic improvements that drive measurable gains in engagement and sales
- Collaborate with UX/UI, development, and marketing teams to design and implement new features, ensuring they align with business goals and user needs
- Manage key eCommerce KPIs, including conversion rates, pricing accuracy, and system performance, ensuring continuous platform optimization
- Coordinate sprint planning, facilitating Agile processes and backlog management to ensure timely delivery of e-commerce enhancements
- Oversee product catalog management, working closely with coordinators to ensure accurate and efficient setup of complex product configurations
- Played a key role in enterprise-level projects, providing strategic input on system enhancements, business requirements, and operational efficiencies
- Actively participated in U Implemented fraud prevention strategies, collaborating with payment providers to identify and reduce fraudulent transactions, minimizing chargeback and revenue loss.
E-Commerce Merchandising Specialist
Project Management Institute, PMI
03.2020 - 06.2022
- Digital Marketing, Project Management Institute, Managed end-to-end product setup across eCommerce platforms, ensuring accuracy and consistency
- Configured product attributes for marketing alignment, enhancing sales performance measurably
- Analyzed catalog metrics, suggesting UX improvements that increased user conversion rates
- Worked with cross-functional teams to implement strategic pricing and promotions, optimizing revenue opportunities and aligning with business objectives.
Product Specialist
Project Management Institute, PMI
10.2019 - 03.2020
- Built and standardized the full Magento product catalog, ensuring seamless integration and data accuracy across global eCommerce platforms
- Streamlined product data management processes, significantly reducing time-to-market and boosting operational efficiency for global teams
- Facilitated cross-functional communication as a key liaison, ensuring timely product updates and optimal availability across diverse markets
- Maintained meticulous oversight of global product data, enhancing system reliability and fostering seamless integration across platforms.
Compliance Analyst
Zoetis
03.2019 - 07.2019
- Managed customer service operations, ensuring accurate account setup and issue resolution
- Enhanced customer satisfaction through efficient billing and licensing problem-solving
- Collaborated with teams to improve order processing, achieving measurable efficiency gains
- Resolved complex billing issues and specialized orders, significantly improving customer satisfaction and reducing escalation rates.
Customer Service Representative
Johnson & Johnson
07.2018 - 01.2019
- Resolved complex customer issues efficiently, enhancing satisfaction and loyalty
- Onboarded new co-op, ensuring seamless service continuity and excellence
- Provided professional support for intricate orders, maintaining high service standards
- Streamlined customer issue resolution process, drastically reducing response times and boosting overall satisfaction rates.
Customer Support Services Project Coordinator
Johnson & Johnson
01.2018 - 07.2018
- Developed Tableau dashboards to enhance compliance monitoring, boosting accuracy and resolution
- Led projects to improve efficiency and cut costs, supporting eco-friendly goals and earning high ratings
- Streamlined processes to support sustainable initiatives, achieving measurable efficiency gains.
Head Waitress/Bartender/Server
Bonefish Grill
06.2015 - 06.2018
- Led financial record organization, supporting management in precise reconciliation tasks
- Enhanced guest satisfaction through exceptional service in a dynamic dining setting
- Applied Back Office software to efficiently manage and balance financial receipts
- Contributed to a seamless dining experience, boosting customer retention and loyalty.
Education
MBA -
West Chester University of Pennsylvania
West Chester, PA10.2024
Bachelor of Science - Business Management
West Chester University of Pennsylvania
West Chester, PA05.2019
Skills
- Conversion Rate Optimization (CRO)
- Agile Methodologies
- Customer Experience
- Backlog Management
- Cross-functional Collaboration
- Checkout Optimization
- Sitecore
- Magento
- Data Analysis
- Mondaycom
- Project management
- Continuous improvement
- Time management
- Process automation
- Operational strategy
- Problem Solver
Certification
- Certified Scrum Product Owner (CSPO), Scrum Alliance, 05/01/24
- Yellow Belt Certification, Lean Six Sigma, 04/01/18
Awards
- PMI Goes That Extra Mile Award, 01/01/23, Developed and tested a new product offering within PMI with zero additional development costs.
- PMI Innovator Award, 12/01/22, Led cross-functional team collaboration for the launch of PMI Study Hall, a mobile-compatible platform supporting PMP exam preparation, aligning with user needs through agile processes.
- PMI Goes That Extra Mile Award, 07/01/22, Supported the launch of PMI's first zone pricing pilot, partnering with finance to implement across regions.
Timeline
E-Commerce Operations Specialist/Product Owner
Project Management Institute, PMI
06.2022 - Current
E-Commerce Merchandising Specialist
Project Management Institute, PMI
03.2020 - 06.2022
Product Specialist
Project Management Institute, PMI
10.2019 - 03.2020
Compliance Analyst
Zoetis
03.2019 - 07.2019
Customer Service Representative
Johnson & Johnson
07.2018 - 01.2019
Customer Support Services Project Coordinator
Johnson & Johnson
01.2018 - 07.2018
Head Waitress/Bartender/Server
Bonefish Grill
06.2015 - 06.2018
- Certified Scrum Product Owner (CSPO), Scrum Alliance, 05/01/24
- Yellow Belt Certification, Lean Six Sigma, 04/01/18
MBA -
West Chester University of Pennsylvania
Bachelor of Science - Business Management
West Chester University of Pennsylvania
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