ALEXANDRA T. HUSSAR

**** ********** ***** *******, ** 93906

831-***-**** adirrm@r.postjobfree.com

Profile

Lead Customer Support Analytics Consultant, Marketing Manager, and Category Analyst with an e-commerce SaaS, consumer product, and multi-channel marketing background with 9 years of experience. Strong ability to work in a fast-paced environment managing multiple projects. Exceptional communication and organizational skills and the ability to develop high-performance teams. Effectively work with clients to decipher and implement business requirements and react to amendments to fulfill client expectations.

Key Competencies

Customer Support

Project Management

eCommerce Expert

Effective Communication

Team Management

Organizational Skills

Issue Resolution

Resource Development

Initiative

Technical Skills

Expert Knowledge in IBM Customer Experience Analytics (Digital Analytics, Customer Analytics and Tealeaf), Acoustic (Digital Analytics, Journey Analytics, Experience Analytics), Coremetrics

Proficient in working with Salesforce, Microsoft Product Suite, Slack, JIRA, OKTA, Confluence, ZenDesk, Amazon Connect (Phone/Chat). Google Analytics

Professional Experience

IBM Corporation/Acoustic July 2015 – September 2020

Team Lead – Sr. Business Support Consultant (November 2019-September 2020)

Digital Analytics, Customer Experience Analytics (Journey Analytics), Tealeaf (Experience Analytics)

Managed a product support team consisting of six personnel spanning analyst to managing consultant roles and activities

Led virtual product knowledge transfer sessions with targeted demonstrations based on clients business requirements.

Provided training, support, and practitioner coaching to help improve team efficiency and the quality of client services.

Supported practitioners in their professional development to help harness their strength and grow their business expertise and conducted meetings to discuss workload and career growth.

Developed training materials and new hire onboarding materials.

Developed and tracked team time allocation to pull key analytics around team burn rate and value proposition of project initiatives.

Worked with clients as a Technical Account Manager, in an ad hoc and dedicated capacity, to improve their business through data driven decision making, such as creating and delivering client facing engagements.

Assisted clients in product knowledge to empower them to pull data based on business needs.

Worked with top brands in all industries such as Dillard’s, QVC, Limited Brands, Sonepar, Office Depot, Bank of America, and Traveler Insurance.

Created and delivered client facing webinars focused on core product training, business use case development, and spanning verticals.

Handled client and internal escalations, providing continuous updates and timely resolutions.

Analyzed client project activities to determine engagement categorization and identified patterns of interaction for use in the development of team/client accelerators.

Collaborated with product management to translate enhancements derived as a result of client account management. Enhancements based on client business needs, usability constraints, and industry research.

Business Support Consultant (July 2015-November 2019)

Offered client education in a SaaS portfolio including IBM Digital Analytics, IBM Tealeaf, and Watson Customer Experience Analytics.

Provided support to clients through Live Chat and Phone and ticketed case management support channels.

Delivered remote ad hoc product training and client enablement workshops.

Provided post product launch user interface testing to ensure product efficiency.

Developed and managed client facing educational documentation (use cases, FAQs, and quick guides).

Conair Corporation June 2013 – May 2014

Analyst, Consumer Insights and Category Management

Personal Care Appliance Division with revenues of $2 billion

Prepared category and segment review reports for top clients including Walmart, Target, and Walgreens.

Prepared and managed insights for marketing and sales teams including top line sales, brand share, and item ranking, as well as consumer panel insights.

Prepared weekly ad analysis for sales and marketing teams using ECRM/Market Track data.

Maintained all product coding for Nielsen syndicated data for internal and competitive products.

Maintained budget and coding for all market research and co-op invoicing.

Holsted Marketing September 2010 – April 2013

Marketing Manager

Multi-channel direct marketing partner with revenues in excess of $50 million.

Prepared and implemented the 2013 plan and budget for all client and list rental mailings.

Prepared and analyzed P&L reports to evaluate cost per acquisition and all relevant metrics.

Forecasted front-end and back-end performance of upcoming campaigns.

Responsible for all list analysis and segment selection, including merge/purge and model scoring.

Communicated with clients and vendors on continuous basis about programs they were interest in utilizing, segmentation, A/B testing, and program results.

Prepared and maintained the mail schedule for all direct mail campaigns.

Developed strong collaboration skills by acting as Interdepartmental liaison with Inventory, Product Development, IT, Production, Creative and Sales departments.

ADDITIONAL WORK EXPERIENCE

Gymnastics Coach

Technique Gymnastics, Rancho Cordova California

Sports Commentator

University of California, Berkeley

EDUCATION

Bachelor of Science, Business Administration/Marketing

Sacramento State University, Sacramento CA

Graduated Cum Laude - 3.67/4.00

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