Joniette Miller
Summary
Dedicated and customer-focused professional with extensive experience in customer service, sales, and retention. Proven ability to build strong relationships with clients, resolve complex issues, and drive customer satisfaction and loyalty. Skilled in communication, problem-solving, and multitasking in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Board Secretary/Office Administrator
CITY OF INDIANAPOLIS DEPARTMENT OF PUBLIC WORKS
Indianapolis, IN
06.2020 - 01.2024
- Provided exceptional customer service through phone, email, and chat, ensuring timely and accurate resolution of customer inquiries and issues. - Achieved and maintained a high customer satisfaction rating by delivering personalized and empathetic service. - Assisted customers with product information, order status, and return processes, contributing to increased customer retention.
- Ensured compliance with applicable laws, regulations, policies and procedures governing board operations.
- Attended all Board meetings and took accurate records of proceedings.
- Reviewed contracts before submitting them for approval by the Board.
- Provided administrative support to the Board of Directors and Executive Director.
Customer Sales Associate
Department Of Public Works And Highways
Indianapolis, Indiana
06.2015 - 12.2020
- Engaged with customers to understand their needs and recommend appropriate products and services, resulting in increased sales and customer satisfaction. - Consistently met and exceeded sales targets through effective upselling and cross-selling techniques. - Collaborated with the sales team to develop and implement strategies for achieving sales goals and improving customer experience.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Provided exceptional customer service to ensure customer satisfaction.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Monitored staff performance to ensure adherence to customer service standards.
Customer Retention Specialist
UHAUL MOVING AND STORAGE CALL CENTER
Indianapolis, Indiana
04.2012 - 06.2016
- Implemented customer retention strategies, including follow-up calls, loyalty programs, and personalized offers, to enhance customer loyalty and reduce churn. - Analyzed customer feedback and behavior to identify trends and areas for improvement, leading to targeted retention initiatives. - Successfully retained key accounts by addressing concerns and providing tailored solutions, maintaining a high retention rate.
- Provided customer service support to retain customers and address any inquiries or complaints.
- Coordinated cross-functional projects between departments such as Customer Service and Marketing in order to maximize results for customer retention efforts.
- Developed strategies to increase customer loyalty and satisfaction.
- Assisted with onboarding process for new customers by providing guidance on product features, pricing structures.
- Generated reports on customer retention metrics such as churn rate, conversion rate.
Education
High School Diploma -
LEW WALLACE HIGH SCHOOL
INDIANA06-2003
Skills
- Proficient in CRM software (eg, Salesforce, HubSpot)
- MS Office Suite (Word, Excel, PowerPoint)
- Communication tools (eg, Slack, Microsoft Teams)
- Professional correspondence
- Call Routing
- Work Coordination
- Database Management
- Materials Organization
- Business Administration
- Strategic Planning
- Problem-Solving
- Customer Service
- Records Management Databases
- Organizational Skills
References
Available upon request
Timeline
Board Secretary/Office Administrator
CITY OF INDIANAPOLIS DEPARTMENT OF PUBLIC WORKS
06.2020 - 01.2024
Customer Sales Associate
Department Of Public Works And Highways
06.2015 - 12.2020
Customer Retention Specialist
UHAUL MOVING AND STORAGE CALL CENTER
04.2012 - 06.2016
High School Diploma -
LEW WALLACE HIGH SCHOOL