Martha Miller, MBA | Bilingual | Leader

Hired to start and launch PHL-4, a 1.8M-Sq.-Ft., e-commerce facility in PA. Currently manage stocked unit and lead an inbound team of up to 28 associates, PIT, drivers. Achieved ZERO OSHA RIP during 2022. Practice Servant Leadership daily; constantly collaborate with associates.

• Deliver to associates corrective action, coaching, mentoring, and one-on-ones.
• Exceed or meet, daily, department area metrics and operation KPIs, reaching up to 188% team (UPH), over goal of 100%. Achieved by strong floor presence, praising, coaching, helping, and mentoring.
• Partner with other shift managers to meet all shift KPIs and metrics. Worked with inbound receiving and inventory control to find solutions to damaged product, miss-shipped product, and missing product.
• Contributed to the maintenance and 5S of Warehouse facility.
• Achieved the highest team engagement of the facility. Measured by associate daily attendance, and productivity. Influenced 100% of the team to adopt a self-sufficient work style. Teamed up with associates to remove work barriers; while boosting problem solving and goal setting skills. promoted an inclusive work environment.

Launched a pilot gap shift, at Macy's, WV, a 1.3M-Sq.-Ft., 3-level, facility. Managed 20-40k unit packing operation. Led, trained, mentored, and developed up to 75 associates. Promoted from within, 3 supervisors, 7 team leaders and 7 trainers.

• Championed positive safe behaviors; team achieved ZERO OSHA RIP., during operation.
• Developed short- and long-term strategies, exceeded or met 100% daily packing (UPH) goals and product mix targets, reaching up to 166% team (UPH) over a 100% goal.
• Prevented and ended bottlenecks, downtime, and waste; while, experimenting with Gemba, Agile, Sequencing and other techniques. Resolved conflicts promptly to promote a positive environment.
• Implemented (PDCA) Plan-Do-Check-Act. Communicated updated procedures and quality call outs at daily SOS meetings to update; increased 10 - 25% daily (OTF), with noticeable reduction in quality errors.
• Managed payroll.

Designed and launched to market the first UTimeBox model at the Hagerstown, MD., Mall. UTimeBox is an automated retail self-service smart vending system that dispenses full size essential goods in a one- minute customer shopping experience. Managed, payroll, reporting, strategic planning, buying, and P&L.

• Interviewed, hired, onboarded, trained, and partnered with all contractors and four temporary workers. Trained team of four on installation, programming, configuration, inventory management, expiration dates, automated processes, reporting and end-to-end vending fulfillment (receiving, decanting, putaway, stocked, picking, replenishment sorting stocking), and customer service.
• Implemented in 2020, Just-in-time (JIT) and Six Sigma techniques; reduced inventory days from 104 to 2.5 days, increased cash flow by 80%. Cost savings saved customers from price increase for the year.

Operations Retention department. Outbound calling.

• Kept 100% of assigned client portfolio by mastering: root cause; conflict resolution; problem solving, win-win rate negotiations and cultivating client loyalty.
• Increased Net Promoter Score (NPS) from -11 to 60. Designed a quality improvement program: using design metrics to measure and improve process performance and learning curves; through the application of Statistical Process Control (SPC).

Held seven positions in Default Mortgage Operations. Ten years working with bank policy, government, and investor guidelines. Became Subject Matter Expert (SME). Stood for CITI in court mediations.

• Nominated by peers as Voice of the Employee (VOE), rep. Increased department survey results in: Inclusivity, Leadership, and Job Satisfaction by 23%.
• Minimized investor losses by 95%; saved CITI, customer, and the State from foreclosure losses by negotiating within a 12-month period 250 ($100M), underperforming mortgage loans, through scheduled court mediations and targeting win-win for all parties involved.
• Reduced loss mitigation application review processes (customer wait) from five months to six minutes; reduced over 90% of customer complaints, escalations, and lawsuits. Awarded the CITI "Best Award" for "Outstanding Job and Process Improvement."