JONATHAN MILLS
Las Vegas,NV
Summary
I have over 30 years of experience in creating strategic alliances with business partners and internal/external clients. My mission is to support key business initiatives and align them with best practices and industry developments. I am passionate about hiring, motivating, retaining, and developing skilled professionals into high-performance teams to deliver mission-critical results.
Overview
34
34
years of professional experience
Work History
Director
VBG
01.2022 - 08.2024
- Drives organizational effectiveness, enhancing employee engagement, and fostering a high-performance culture
- Developed and implemented strategies and initiatives that align with business goals and objectives.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Spearheaded innovative approaches to resource allocation and strategic planning.
Director
Creature Comforts Animal Hospital
02.2021 - 09.2021
- Developed an efficient and effective hospital support team by fostering an environment of trust, teamwork, and accountability
- Partnered with the clinic stakeholders to provide an efficient and profitable operation by driving revenue and managing costs while creating a hospital culture based on high-quality patient care and excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
Senior Director
Sutherland
07.2017 - 06.2020
- Established and executed a development strategy that enhanced the skills, knowledge and abilities of all employees
- Facilitated the achievement of business goals, and built the organization's culture.
- Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
Director
C3 Customer Contact Channels
08.2015 - 03.2017
- Identified training needs based on skills gap analyses, developing group and individual learning courses and managing the training department budget
- Organized and designed the training curriculum.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Training and Quality Manager
C3 Customer Contact Channels
12.2013 - 08.2015
- Managed the entire Quality Assurance and Training departments
- Designed, implemented and monitored the Quality Assurance formats and standards
- Designed, approved, and evaluated all training programs, and training materials.
Business Account Manager
Office Depot
11.2012 - 11.2013
- Oversaw sales activities for business accounts and developed consultative relationships with customers
- Managed 200 business accounts, ensuring clients were satisfied, and generated new sales opportunities.
Operations Manager
Sprint
11.2009 - 11.2012
- Mentored team members, implemented creative ways to increase quality of customer service and implemented best practices across all levels
- Formulated strategies, improved performance, and ensured compliance.
Training Manager
Sprint/Nextel
10.2007 - 11.2009
- Implemented various training methods to enhance employees’ skills and performance
- Monitored training program effectiveness, managed budgets, and stayed updated on training trends.
Senior Manager
Nextel
12.2004 - 10.2007
- Planned, managed and delivered the larger and more complex long-term projects that significantly affected the organization
- Delivered strategic benefits to clients and/or stakeholders
- Evaluated situations using multiple sources of information.
Client Relations Team Lead
Nextel
02.2002 - 12.2004
- Provided guidance and instruction to team members
- Delegated work, oversaw progress towards goals, and coached team members as needed.
General Manager
Taco Bell
10.1999 - 01.2002
- Responsible for the daily operations of the restaurant’s preparation of food and beverages
- Directed staff to ensure that customers were satisfied with their dining experience
- Managed the business to ensure that it ran efficiently.
Sergeant
US Army
06.1990 - 10.1999
Education
Bachelors of Science - Business Management
Tarleton University
Associates of Science - Office Automation
Central Texas College
Skills
- Employee Engagement, Call Center Operations, Budget Management, Needs Assessment/SWOT
- Training Development, Client Relations, Customer Experience, Leadership Development
- Strong Communication, Project Management, Solution Selling, Organizational Health and Wellness
- Human Resources, Coaching and Development, Vendor Relations, Process Improvement
- Demonstrated ability to design and implement effective training solutions
- Consistently enhances employee performance, improves productivity with a focus on client experience
- Balances budget/cost while not impacting quality
- Successfully assesses company-wide developmental needs
- Ability to direct the creation and maintenance of training manuals, facilitator guides, curriculum, and videos
- Conducts training sessions from entry level employees to C-suite members
- Strong practice of evaluating the outcomes of the programs
Additional Information
- Designed and maintained an organizational wellness program, supporting mental and financial health.
- Outlined and launched first call center for animal hospital practice.
- Put into action the first quality auditing program for both phones and client record management system.
- Oversaw the process and procedure creation and compliance for practice of 105 medical personal; ensuring all policies kept up-to-date to fit evolving business needs.
- Designed vendor management protocols.
- Led a global training organization of 11 site training managers and 34 trainers; who were responsible for numerous client programs/products and employee “Continuous Education” initiatives.
- Successfully launched new client programs internationally and ahead of schedule, while still maintaining after training performance expectations.
- Collaborated with executives and department leadership across a global footprint to ensure training content was keep aligned with business needs and kept “evergreen” to meet changing production floor and client needs.
- Directed the design, planning and rollout of corporate training programs, policies, and procedures.
- Executed new training techniques and enhancements to existing training programs.
- Grew and matured new hire, refresher, and performance based add-on skills trainings.
- Developed, implemented and supported the quality assurance call auditing, coaching and development programs.
- Orchestrated the professional development of department members.
- Accountable for revenue growth and customer retention as part of business-to-business integrated sales model.
- Strategically focused sales support based on sales initiatives and campaigns; as well as account maintenance, product penetration, introduction of new products, services, and offerings.
Timeline
Director
VBG
01.2022 - 08.2024
Director
Creature Comforts Animal Hospital
02.2021 - 09.2021
Senior Director
Sutherland
07.2017 - 06.2020
Director
C3 Customer Contact Channels
08.2015 - 03.2017
Training and Quality Manager
C3 Customer Contact Channels
12.2013 - 08.2015
Business Account Manager
Office Depot
11.2012 - 11.2013
Operations Manager
Sprint
11.2009 - 11.2012
Training Manager
Sprint/Nextel
10.2007 - 11.2009
Senior Manager
Nextel
12.2004 - 10.2007
Client Relations Team Lead
Nextel
02.2002 - 12.2004
General Manager
Taco Bell
10.1999 - 01.2002
Sergeant
US Army
06.1990 - 10.1999
Bachelors of Science - Business Management
Tarleton University
Associates of Science - Office Automation
Central Texas College
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