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AMANDA KRAMER
Winchendon, MA 01475  978-302-4626  3dogsclan@gmail.com
E-Commerce Optimization Manager
Service-oriented, results-driven professional with more than 4 years of comprehensive experience in technical
and online marketing environments. Analytical and organized approach to achieving project and company
objectives. Determined problem solver with proven ability to proactively identify opportunities for improvement.
Core Competencies
Online Analytics • Program Development • Brand Development • Project Management
A/B Testing • Competitive Intelligence • Strategic Planning • Personalization • Process Improvements
Cross-Functional Collaboration • Communication • Stakeholder Engagement • Networking • Problem Solving
Professional Experience
DOVER SADDLERY, Littleton, MA 2014– Present
E-Commerce Content Manager, Marketing Department
Championed testing culture within the organization. Worked with the E-Commerce team to develop
supplemental website functionality. Ensured brand strength by collaborating with Merchandising and
Production departments to ensure style and editorial guidelines are met for all content. Diagnosed and
corrected site issues and product management issues as they occurred.
Select Highlights:
 Developed usability enhancement plan by designing tests and optimization strategies utilizing ROI for
Dover Saddlery and its subsidiaries.
 Successfully integrated five interns into key full time roles within the company through mentoring and
management of the internship program.
 Developed data mapping and designed assets for program that utilized onboarded offline data to
personalize the online experience
 Analyzed and distributed results of all testing to cross-functional stakeholders along with
recommendations that fundamentally improved online user experience
DOVER SADDLERY, Littleton, MA 2012– 2014
E-Commerce Content Specialist, Marketing Department
Owned all aspects of website content, including QA of the content, product maintenance issues and site
problems as they occurred for all Dover web properties. Created landing pages as needed for Email and Paid
Search programs. Implemented digital versions of print catalogs, including ensuring that products displayed
were shoppable online and that all visitor data was available for future analysis of each catalog. Supported
replatforming of two additional brand sites with data population, navigation development and functionality
implementation.
Select Highlights:
 Analyzed category performance and input from Merchandising Department to develop and implement
new navigational scheme to improve TTI (Time to Information).
 Spearheaded project to automate content updates on website from internal content management
system
 Audited data going to Merchant Advantage for use in various programs including CSEs and onsite
search, performing quality control and ensuring Dover Saddlery’s external product listings stayed
current with ever changing requirements of these channels.
 Developed a Recommendations program utilizing Adobe Recommendations by analyzing multiple
algorithms
Amanda Kramer Resume, Page 2
Experience, Continued
DOVER SADDLERY, Littleton, MA 2004– 2012
Supervisor Internet Operations, Customer Service
Oversaw staff of 10-15 customer service representatives in a high volume call center on phones, on-line chat
services and email correspondence. Acted as liason with Finance Department in regards to various consumer
accounts, including issues dealing with major credit card companies and PayPal. Collaborated closely with E-
Commerce and other departments to facilitate the accuracy of the website and order entry programs.
Select Highlights:
 Directly interacted with customers in a supervisory role to answer a multitude of issues that arose
across all channels (web, call center and retail store), including product concerns and billing issues.
 Ensured smooth transition of web orders into the internal data processing systems utilizing secure SQL
servers.
 Implemented new chat and email functionality to enhance the quality of communications between staff
and consumers
 Monitored and recorded daily online chats and emails for analytical and statistical purposes, to
determine cost effectiveness of schedule and adjust staff hours appropriately
Prior Experience
DOVER SADDLERY, Littleton, MA 2002– 2004
InventoryControl Specialist, Pricing Department
Education
Bachelor of Science, Business Administration, Mount Ida College – Newton Centre, MA
Technical Skills
Google Analytics • Optimizely • Adobe Target • Adobe Recommendations • Adobe Search and Promote • Kalio
Commerce • MS Office Suite • Adobe Photoshop • SQL Server • Tealium • HTML • CSS • Oracle RightNow
CrazyEgg • SLI Search • BazaarVoice • Zappalog • Basecamp • Slack • Liquid Pixels

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kramer---resume

  • 1. AMANDA KRAMER Winchendon, MA 01475  978-302-4626  3dogsclan@gmail.com E-Commerce Optimization Manager Service-oriented, results-driven professional with more than 4 years of comprehensive experience in technical and online marketing environments. Analytical and organized approach to achieving project and company objectives. Determined problem solver with proven ability to proactively identify opportunities for improvement. Core Competencies Online Analytics • Program Development • Brand Development • Project Management A/B Testing • Competitive Intelligence • Strategic Planning • Personalization • Process Improvements Cross-Functional Collaboration • Communication • Stakeholder Engagement • Networking • Problem Solving Professional Experience DOVER SADDLERY, Littleton, MA 2014– Present E-Commerce Content Manager, Marketing Department Championed testing culture within the organization. Worked with the E-Commerce team to develop supplemental website functionality. Ensured brand strength by collaborating with Merchandising and Production departments to ensure style and editorial guidelines are met for all content. Diagnosed and corrected site issues and product management issues as they occurred. Select Highlights:  Developed usability enhancement plan by designing tests and optimization strategies utilizing ROI for Dover Saddlery and its subsidiaries.  Successfully integrated five interns into key full time roles within the company through mentoring and management of the internship program.  Developed data mapping and designed assets for program that utilized onboarded offline data to personalize the online experience  Analyzed and distributed results of all testing to cross-functional stakeholders along with recommendations that fundamentally improved online user experience DOVER SADDLERY, Littleton, MA 2012– 2014 E-Commerce Content Specialist, Marketing Department Owned all aspects of website content, including QA of the content, product maintenance issues and site problems as they occurred for all Dover web properties. Created landing pages as needed for Email and Paid Search programs. Implemented digital versions of print catalogs, including ensuring that products displayed were shoppable online and that all visitor data was available for future analysis of each catalog. Supported replatforming of two additional brand sites with data population, navigation development and functionality implementation. Select Highlights:  Analyzed category performance and input from Merchandising Department to develop and implement new navigational scheme to improve TTI (Time to Information).  Spearheaded project to automate content updates on website from internal content management system  Audited data going to Merchant Advantage for use in various programs including CSEs and onsite search, performing quality control and ensuring Dover Saddlery’s external product listings stayed current with ever changing requirements of these channels.  Developed a Recommendations program utilizing Adobe Recommendations by analyzing multiple algorithms
  • 2. Amanda Kramer Resume, Page 2 Experience, Continued DOVER SADDLERY, Littleton, MA 2004– 2012 Supervisor Internet Operations, Customer Service Oversaw staff of 10-15 customer service representatives in a high volume call center on phones, on-line chat services and email correspondence. Acted as liason with Finance Department in regards to various consumer accounts, including issues dealing with major credit card companies and PayPal. Collaborated closely with E- Commerce and other departments to facilitate the accuracy of the website and order entry programs. Select Highlights:  Directly interacted with customers in a supervisory role to answer a multitude of issues that arose across all channels (web, call center and retail store), including product concerns and billing issues.  Ensured smooth transition of web orders into the internal data processing systems utilizing secure SQL servers.  Implemented new chat and email functionality to enhance the quality of communications between staff and consumers  Monitored and recorded daily online chats and emails for analytical and statistical purposes, to determine cost effectiveness of schedule and adjust staff hours appropriately Prior Experience DOVER SADDLERY, Littleton, MA 2002– 2004 InventoryControl Specialist, Pricing Department Education Bachelor of Science, Business Administration, Mount Ida College – Newton Centre, MA Technical Skills Google Analytics • Optimizely • Adobe Target • Adobe Recommendations • Adobe Search and Promote • Kalio Commerce • MS Office Suite • Adobe Photoshop • SQL Server • Tealium • HTML • CSS • Oracle RightNow CrazyEgg • SLI Search • BazaarVoice • Zappalog • Basecamp • Slack • Liquid Pixels