Summary
Overview
Work History
Education
Skills
Performancehighlights
Timeline
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COLLETT MILLER

Jamaica

Summary

Client-focused and results-driven professional with 24+ years of experience in directing call center operations, leading top-performing teams, and driving customer service success within fast-paced call center environments. Strong expertise in devising effective short- and long-term strategies to achieve organizational goals and objectives while advancing corporate mission and vision. Adept at directing initiatives aimed at increasing individual accountability to drive sales, decrease cost, and enhance operational processes. Skilled in evaluating team performance, identifying and overcoming performance gaps, and driving key performance indicators. Exceptional team leader with innate leadership abilities to build, train, develop, and manage top-performing teams. Tech-savvy individual with solid proficiencies in Microsoft Office Suite and Google Suite.

Overview

25
25
years of professional experience

Work History

Local Manager-Ntwk Operations

VERIZON COMMUNICATIONS
01.2023 - Current
  • Leading and inspiring a team of 22+ contract-bargained associates to drive revenue by installing and maintaining Fios services in a fast-paced and growing environment
  • Responsible for coaching and developing associates in the field for quality and safety performance
  • Coaching and developing representatives to meet key performance targets while empowering and motivating them to provide a great customer experience
  • Built positive partnership with CWA business agents to foster an inclusive work environment and to implement policies and procedures including the Verizon Codes of Business Conduct

Call Center Sales Supervisor

VERIZON COMMUNICATIONS
01.2017 - 01.2023
  • Lead and inspired a team of 19+ contract bargained associates to drive revenue sales and positive customer experiences that delivered a 289-bps increase in net revenue and 185-bps increase in First Call Resolution results
  • Coached and developed representatives to meet key performance targets while empowered and motivated them to provide a great customer experience
  • Built positive partnership with CWA business agents to foster an inclusive work environment and to implement policies and procedures including the Verizon Codes of Business Conduct
  • Partnered with Senior Management under the Kurtzman Organization that led to the development of a tool that helps with identifying behaviors that negatively impact first call resolution
  • Supervise and manage a team of over 20 sales consultants on day-to-day tasks within a high-paced call center environment to grow sales and realize substantial revenue gains
  • Assist in developing and implementing a strategy to drive metric improvements by reviewing and analyzing call center reports
  • Supported direct reports to achieve individual and corporate goals by consistently identifying, coaching, and developing opportunities
  • Built and deployed a new tool to help senior management in listening and highlighting customer behavior, which played a pivotal role in first call resolution
  • Developed and onboarded new management hires on leading associates in a high paced union environment while successfully meeting KPI’s

Customer Service and Sales Representative

VERIZON COMMUNICATIONS
01.2000 - 01.2017
  • Performed a wide range of customer service activities, such as overseeing customer accounts, placing orders, handling payments, and resolving technical and billing issues in a courteous manner
  • Assisted research team in the escalation of customer complaints sent to Public Service Commission, FCC, and Attorney General’s office as well as resolved issues to prevent litigation by serving as an Acting Member of an internal escalation committee
  • Trained sales representatives on customer services processes and procedures to develop sales tactics, enhance product knowledge, and increase sales
  • Trained and coached client representatives as well as escalated customer issues and complaints while as an Acting Supervisor
  • Settled a huge volume of customer issues with a higher satisfaction rate, avoiding escalation to an official complaint while working as an Internal Help Desk

Education

Undergraduate Degree - Sociology

SUNY Empire College
NY

Skills

  • Strategic Planning and Implementation
  • Policy and Procedure Development
  • Team Building and Development
  • Sales and Revenue Optimization
  • Staff Training and Coaching
  • Team Leadership
  • KPI Improvements
  • Conflict / Problem Resolution
  • Performance Management
  • Relationship Building
  • Customer Service Management
  • Client Satisfaction and Retention

Performancehighlights

  • Facilitated team in meeting sales targets while simultaneously maximizing sales and acquiring client retention by providing ongoing motivation and coaching.
  • Improved overall productivity by 400 BPS while enhancing several KPIs within the district by initiating best working practices.
  • Played an integral role in optimizing sales by ensuring the delivery of exceptional customer services with a positive customer experience.

Timeline

Local Manager-Ntwk Operations

VERIZON COMMUNICATIONS
01.2023 - Current

Call Center Sales Supervisor

VERIZON COMMUNICATIONS
01.2017 - 01.2023

Customer Service and Sales Representative

VERIZON COMMUNICATIONS
01.2000 - 01.2017

Undergraduate Degree - Sociology

SUNY Empire College

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