Martha Miller | MBA | Bilingual | Leader

Hired to launch a new 1.8Million-Square-Feet (FC), in PA. Manage Inbound (RSR) leading 38 (PIT) drivers.

• Got 100% associate "Safety First" buy-in. ZERO OSHA reportable incidents during 2022-2023
• Achieved 98% associate engagement, measured by attendance rate and productivity. Influenced 100% of the team to adopt a self-sufficient work style. Removed associate work barriers; created an inclusive work environment, boosted associate problem solving, and goal setting skills
• Exceed or meet, daily, department area metrics and operation KPIs, reaching up to 188% team (UPH), by having strong floor presence, associate engagement, proactive data analysis, forecasting, planning, and monitoring

Recruited by nGroup, (3PL), to launch a pilot gap shift at Macy's a 1.3Million-Square-Feet, 3-level, facility in WV.

• Managed 25K to 45K unit operation with ZERO reportable incidents
• Exceeded or met daily, packing goals and product mix targets, reached up to 166% team (UPH) by preventing and ending bottlenecks, downtime, and waste; applied lean techniques, capitalized on associate strengths. Experimented with Agile principles, sequencing, and Gemba
• Led, trained, mentored, and developed up to 85 associates. Promoted 3 supervisors and 14 team leads and trainers, from within the team

Designed and launched, UTimeBox, an automated retail self-service smart vending system, which dispenses personal and household care, essential goods. Led outsourced team of 10.

• Launched to market first model by 2014, at the Hagerstown, MD., Mall
• Delivered a one-minute customer shopping experience
• Implemented a Just-in-time (JIT), inventory buying system and Six Sigma lean techniques. As a result, improved efficiency by reducing inventory days from 104 days to 5.3 days that relieved $183,000 in cashflow, which accounted for more than 80% of working capital. The cost savings from the improved supply chain and logistics contributed to increased revenues and margins, and a sustainable operation

Call center -Small Medium Business (SMB) merchant services retention department. B2B, proactive (OB) calling.

• Successfully kept 100% of assigned client portfolio by mastering: root cause, conflict resolution, problem solving, follow-up and win-win contract and rate negotiations
• Increased Net Promoter Score (NPS) from -11 to a 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). The improvement included: a new training plan; a tied quality control and employee development plan with an intrinsic reward system; the creation of an expanded support system that was fair and inclusive, and one call resolution for customers

Held seven positions in the Default Mortgage Operations area. Became Subject Matter Expert (SME). Stood for CITI in court mediations.

• 10 years interpreting Bank policy and Government guidelines
• Nominated as Voice of the Employee (VOE), representative for the (VOE) building committee; achieving 20% increase for department employee survey in: inclusivity, Leadership and Job Satisfaction
• Minimized investor losses by 95%. Negotiated within a 12-month period 250 ($100M) underperforming mortgage loans, through scheduled court mediations. Achieved win-win for all parties, saved CITI and customer from foreclosure losses
• Reduced loss mitigation application review processes (customer wait) from five months to six minutes. Reduced 100% customer complaints, escalations, and lawsuits. Awarded the CITI "Best Award" for "Outstanding Job and Process Improvement"