Summary
Overview
Work History
Education
Skills
Education Certifications
Timeline
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CHRISTINA MILLER

Pasco,WA

Summary

Experienced leader with a demonstrated successful history of employee development and meeting KPIs. Offering 15 plus years of experience. Proven ability to strategically plan, balance customer, company needs, and foster a collaborative healthy work environment.

Overview

20
20
years of professional experience

Work History

Customer Service/Sales

Swagelok
01.2018 - Current
  • Provide buyer customer service via phone, fax, email and in-person leading to favorable outcomes
  • Process purchase orders and quote requests
  • Revise and implement quality documentation
  • Customer Part recommendations for a variety of different projects and jobs
  • Identify and request certifications for specific parts
  • Locate parts in warehouse for packing and shipping.

Customer Service Supervisor

Coinstar/Redbox
01.2012 - 12.2017
  • Led a team of 20 in all operational aspects for 2 lines of business in phone, chat and social media
  • Trained and developed curriculum for new hire class with a high focus on performance and efficiencies
  • Led and managed integration of new business to our site (trained, process mapped, built reference materials, cross functional collaboration, reporting analytics)
  • Managed workforce for the site to ensure KPIs were met within the center
  • Received highest agent satisfaction ratings YOY
  • Project managed call center’s growth and development career path roadmap
  • Managed all aspects of employment within center (interviewing, hiring, on boarding, training etc).

Customer Service Team Lead

Coinstar/Redbox
09.2008 - 12.2012
  • Handled customer, corporate and BBB escalations
  • Conducted Quality monitoring and coaching sessions
  • Developed and implemented agent reporting for KPIs
  • Process improvement initiatives of contract metrics (CSAT, AHT, SL, Abandon, Utilization)
  • Mentored and motivated employees by building rapport and drove performance with employee centered incentives.

Studio Manager

PCA, INC
01.2006 - 01.2008
  • Managed team of 10 employees
  • Lead person for company on-boarding process
  • Trained new employees
  • Developed and implemented reporting on company KPIs
  • Budget planning (salary planning, training, travel expenses, capital expenditures).

Store Manager

Absolute
01.2004 - 12.2005
  • Managed team of eight retail employees
  • Trained and onboarded new employees
  • Tracked and reported to executive team inventory and sales metrics
  • Maintained highest sales metrics across the company
  • Developed and implemented Safety committee that resulted in improving safety rating by 49%.

Education

Bachelor of Arts - Business Administration And Management

Western Governors University
Salt Lake City, UT
11.2024

Associate of Arts - Business Administration

Columbia Basin College
Pasco, WA
12.2020

Skills

  • Time management
  • Writing skills
  • Multi-line phone systems
  • Staff training
  • Leadership
  • Budgeting
  • Conflict management
  • Project management
  • Quality assurance
  • Strategic planning

Education Certifications

  • Bachelor's in Business, WGU, 07/2023, Present
  • Associate's in Business Administration, Columbia Basin College, 2018, 2020
  • Personal Trainer Certification, ExpertRating, 2022, 2023

Timeline

Customer Service/Sales

Swagelok
01.2018 - Current

Customer Service Supervisor

Coinstar/Redbox
01.2012 - 12.2017

Customer Service Team Lead

Coinstar/Redbox
09.2008 - 12.2012

Studio Manager

PCA, INC
01.2006 - 01.2008

Store Manager

Absolute
01.2004 - 12.2005

Bachelor of Arts - Business Administration And Management

Western Governors University

Associate of Arts - Business Administration

Columbia Basin College

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CHRISTINA MILLER