Daniel Austin
Charleston,SC
Summary
Experienced, customer-obsessed leader who is consistently commended for the ability to build strong relationships, drive change, deliver results, earn trust, think big, and problem solve through creative solutions. Possesses strong cross-functional business experience that spans a variety of disciplines including data analysis, project management, personnel management and training, process improvement, and content creation.
Overview
10
10
years of professional experience
Work History
Top Author Publishing Account Manager
Amazon – Kindle Direct Publishing
Charleston, South Carolina
09.2016 - Current
- Deliver strategic and technical support to 200+ high profile author accounts by aligning their marketing and publishing efforts with Amazon, synthesizing author feedback to improve our offerings, and performing data analysis to advocate for our authors’ needs
- Mediate and resolve high profile, PR risk, and senior leader level escalations involving our supported accounts
- Build and strengthen long-lasting author relationships
- Coalesce with involved stakeholders to identify necessary corrective actions, and facilitate the implementation of such corrections from inception through execution
- Create unique solutions through interdepartmental collaborations, involving various operational and developmental teams spanning multiple businesses
- Drive strategy and execution of new outreach programs to prospects off the Amazon platform (ex Content acquisition from bloggers, celebrities, and industry influencers)
- Use a combination of data analysis, contact review, end-user research, and content audits to make business decisions and orchestrate quality development
- Own the development of content strategies and internal/external resources (ex Customer help pages, agent policies, SOPs, and blurbs) to enhance the customer experience
Sales Associate
Carolina Beverage Corporation, CBC
Ladson, South Carolina
01.2016 - 08.2016
- Managed client relations in Eastern South Carolina territory, ensuring high client satisfaction, and exceeding revenue goals set by Carolina Beverage Corporation
- Planned and negotiated with clients to maximize marketing and public relations efforts, achieve brand penetration, and engage clients leading to positive brand affinity
- Communicated with Carolina Beverage Corporation headquarters, district managers, and clients to evaluate and expedite immersion of new product offerings, sales programs, and display opportunities to stimulate sales
- Achieved the highest customer satisfaction rating of any CBC salesman in South Carolina
Customer Service Supervisor
Global Value Commerce
Raleigh, North Carolina
10.2012 - 01.2016
- Directed a team of 12 employees in achieving service initiative objectives and maximizing customer satisfaction
- Oversaw recruitment, hiring, and training of customer service professionals to further company goals and sustain high customer service benchmarks
- Managed monthly customer service and shipping metrics; evaluated error rates, call volumes, and customer complaints – and implemented corrections to identified deficiencies in service
- Acted as liaison with key internal staff from fulfillment, merchandising, marketing, and quality assurance departments to optimize customer experience and company procedures
Education
High School Diploma -
Damascus High School
2006
Skills
- Account Management
- Customer Obsession
- Business Development
- Time Management
- Teamwork and Collaboration
- Project Management
- Verbal and Written Communication
- Issue Resolution
- Leadership
Accomplishments
- Successful in onboarding 50+ new high profile/top author accounts to the Kindle Publishing platform, resulting in $15+ million in added revenue
- Maintained the highest client satisfaction rating (avg. 98.7%) on my team over the past five years by providing unparalleled, dependable support
- Created a correspondence system within which our account management, technical services, content review, and quality assurance teams could communicate directly with one another to effectively discuss improvements, issues, and expedite solutions concerning publisher escalations leading to a decrease of 12.3 hours on average for contact resolution
Timeline
Top Author Publishing Account Manager
Amazon – Kindle Direct Publishing
09.2016 - Current
Sales Associate
Carolina Beverage Corporation, CBC
01.2016 - 08.2016
Customer Service Supervisor
Global Value Commerce
10.2012 - 01.2016
High School Diploma -
Damascus High School
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