Summary
Overview
Work History
Education
Skills
Summary
Software
Hi, I’m

Katie Miller

Director Of Customer Service
Austin,TX
Katie Miller

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

9
years of professional experience
7
years of post-secondary education

Work History

ONNIT LABS

DIRECTOR OF CUSTOMER SERVICE
1 2020 - Current

Job overview

  • Develop and implement team policies and procedures for effective and efficient operation of Customer Service (CS) team.
  • Proficient in product knowledge and all databases/technology required for each position and provide relevant troubleshooting for these areas.
    Identify and communicate customer needs to marketing dept., supply chain, and quality teams for improved product offerings and future campaigns.
  • Collaborate with technology team to ensure CX is always improving, and that quality feedback is provided.
  • Analyze data trends to identify areas of opportunity for process improvements and cost savings measures within department and leveraged said data to make informed decisions and drive business improvements.
  • Evaluate employee performance and convey constructive feedback to improve skills to maintain/increase 93% CSAT rating.
  • Collaborate with sales teams to design targeted promotions that incentivized repeat business from existing customers while attracting new clientele.
  • Coordinate with other departments to improve internal processes, enhancing overall company performance and achieving seamless collaboration between teams.
  • Establish clear communication channels within department, fostering a positive work environment that encouraged collaboration and innovation.
  • Develop relationships with external vendors to ensure relationships are maintained and information is up to date

ONNIT LABS

CUSTOMER SERVICE MANAGER
01.2017 - 01.2020

Job overview

  • Oversaw operations of Tiered 1, 2 & 3 associates
  • Maintained Tier Progression Program for associate growth
  • Assisted in hiring & completed new hire training
  • Lead company-wide training sessions for product education
  • Provided weekly reports of customer relations team
  • Brainstormed brand growth

DUNLAP ATX (LUSTRE PEARL, CONTAINER BAR)

BARTENDER
01.2016 - 01.2022

Job overview

  • Speed bartending at high-volume establishments
  • SXSW bar service for brand sponsors (Twitter, Pinterest, HBO)
  • Maintained efficient work pace that kept patrons satisfied

ONNIT LABS

CUSTOMER SERVICE ASSOCIATE
01.2015 - 01.2017

Job overview

  • Answered incoming calls, emails, and live chats
  • Assisted with product and service questions
  • Troubleshoot ordering and/or shipping issues
  • Supported local events to introduce the brand to new customers

Education

Precision Nutrition
Toronto, Ontario

Certificate from Nutrition
08.2018 - 10.2019

American Council On Exercise
San Diego, California

Certificate from Personal Training
05.2017 - 03.2018

Hawthorn University
Whitethorn, CA

Certificate from Holistic Health & Nutrition
06.2012 - 08.2017

Skills

Reporting & Analytics

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Summary

Motivated customer and employee-focused Director of Customer Service with excellent problem-solving & communication skills, seeking to apply knowledge of the industry to achieve customer acquisition and retention by developing a powerful Customer Service team. Aiming to leverage strong organizational, analytical & leadership abilities to help a business achieve long-term success.17+ years experience in front-line customer service, 8+ years of that in e-commerce, and over 6 years in management.

Software

Microsoft Office Suite

Altassian Suite

Zendesk

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Katie MillerDirector Of Customer Service