Logan Austin

Data Analyst for the IKEA USA corporate office.

• Mapped current business and operational processes and recommended areas for improvement.
• Reviewed KPIs, customer Feedback and internal data collection to obtain business information and key data informing responses to development requests.
• Helped developed and monitor digital tools such as improvements to the online checkout process and customer notification system.
• Collaborated with Digital and Services departments to respond to questions and concerns regarding project details.
• Monitored data to assist with outages or problems with internal systems and customer facing tools.
• responsible for sending updates on business performance and key developments of the US business to the US markets as well as the Global team.
• Responsible for improving the Happy Customer Score for the USA and its market areas. This score measured customer satisfaction across 4 modules Physical, Digital, Services, and Support. Fiscal Year 2022 began with a Happy Customer Score of 63 and that score was raised to 75 beating our goal of 70.
• Trained the Customer Experience Data Analysts as well as steering teams across the market areas on how to measure and improve the customer experience using KPIs and customer feedback. This responsibility would include store visits and hosting training seminars.

• Customer Satisfaction insights are paired with other store metrics to show relevance and capture the bigger picture.
• Data from GADD, COGNOS, Internal Sales systems, PowerBIs, and from various SharePoint's are paired with PulseCX insights to connect information to actions.
• Secure routines supported by data insights composed of KPIs and customer feedback. Work with and support in-store managers with developing workflows and providing analytical support with their departments.
• "Knowledge is half of the battle". In business valuable knowledge can be achieved easiest through clever data practices.
• Before this position customer ambassadorships as well as the Happy Customer Score were low. only 1 or 2 ambassadors a month.
• After implementing new ambassador program, customer ambassadorships rose to 30-50 a month.
• First few months of implementation Happy Customer Score rose from 50s-60s in September and prior to scoring in high 70s-80s in December and onward.

• Maintained customer satisfaction by creating forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Trained new leadership team members and managers in the store on service techniques and team management.
• Responsible for handling data analytics for customer service leadership team.
• Responsible for hiring and training Customer Service coworkers.
• Developed a positive and inclusive environment and culture within the Customer Service team.
• Analytics included Full-serve hand out picking and delivery performance, Returns performance per co-worker, and cash lane scan rates.
• Developed Report cards containing analytics scored each coworkers performance.
• Outstanding customer resolution and de-escalations.
• Happy or Not reporting, Improved Happy or Not score from a rank of 37th store in the nation to 1st. This scores name changed to Happy Customer Score soon after.

• Collaborated with Customer Service team to resolve customer complaints and drive customer experience.
• Recorded details of conversations, complaints and actions taken in SAMS.
• Reduced amount of customer issues and SAMS cases through proactive problem prevention and process management.
• Monitored KPIs and internal processes to reduce Customer Issues, Improve resolution time, and increase Customer satisfaction.
• Identified and assessed customer's needs quickly and accurately.