John A. Miller
Waukesha,WI
Summary
Experienced inside sales professional focused on customer service and revenue retention. Proven record of achieving success through establishing a loyal customer base and utilizing superior customer service skills.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
Work History
Industrial Technical Service Supervisor
WM
04.2021 - Current
- Established strong relationships with clients, ensuring their needs were met and promoting long-term loyalty.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Main point of contact for questions for the Technical Service and Industrial Solutions teams
- Collaborated with cross-functional teams to develop and implement strategies for continuous service improvement.
- Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions.
- Streamlined service processes, resulting in increased efficiency and reduced operational costs.
- Train newly hired Technical Service Representatives on the waste profile acceptance program
- Enhanced team performance by implementing effective training programs and regularly evaluating staff progress.
Industrial Technical Service Representative
WM
05.2009 - 04.2021
- Acted as liaison between customers, sales representatives, and Post-Collection Operations teams, fostering strong working relationships among departments.
- Maintained routine communication with clients to resolve issues with waste profiling to obtain approval for disposal into Post-Collection sites.
- Assisted in the development of user manuals, product documentation, and online help resources, contributing to a more informed customer base.
- Maintained a high level of expertise on company disposal requirements, ensuring accurate information was provided to customers at all times.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
Customer Service Coordinator
WM
08.2006 - 05.2009
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Explained charges, fees, terms of sales, and service agreements to customers daily.
- Collaborated with cross-functional teams to identify areas of improvement and implement effective solutions.
Education
Master of Science - Management
Cardinal Stritch University
Milwaukee, WI05.2010
Bachelor of Arts - International Studies
University of Wisconsin-Milwaukee
Milwaukee, WI05.1997
Skills
- Project Management
- Retention Skills
- Supervisory role experience
- Critical Thinking
- Microsoft Office
- Training Development
- Leadership Experience
- Sales Support
Leadership Experience
Partner with staff to develop a career growth plan through one-on-one coaching, team huddles, and Industrial Solutions Roundtables resulting in three (3) co-adventurers promotions., Constructed desk-side-by-side and group job training programs established to address all learning styles., Main point of contact for questions for the Technical Service and Industrial Solutions teams., Train newly hired Technical Service Representatives on the waste profile acceptance program., Developed and documented standard operating procedures to enhance efficiencies of internal processes, which resulted in higher internal and external customer satisfaction., Collaborated with boundary partners to perform root cause analysis and develop plans to improve service issues., Monthly meetings with market area boundary partners to evaluate the service provided to sales and operational teams which result in an increased level of satisfaction from boundary partners., Work with Industrial Solutions customers to obtain approval on waste into Midwest post collection sites.
Timeline
Industrial Technical Service Supervisor
WM
04.2021 - Current
Industrial Technical Service Representative
WM
05.2009 - 04.2021
Customer Service Coordinator
WM
08.2006 - 05.2009
Bachelor of Arts - International Studies
University of Wisconsin-Milwaukee
Master of Science - Management
Cardinal Stritch University
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