Bachelor's Degree
Naomi Miller
Customer Service
Pelham,AL
Summary
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
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Work History
Sales Support Executive
Hohmann & Barnard
Trussville, AL
- Developed and deployed process and procedure for handling customer requests
- Reduced cost of returns and credits by over $700K
- Implemented customer satisfaction survey
- Communicated progress of monthly and quarterly initiatives to internal and external sales teams.
- Communicated progress of monthly and quarterly initiatives to internal and external sales teams
- Implemented systems and procedures to increase sales
- Resolved problems with high-profile customers to maintain relationships and increase return customer base
- Collaborated with upper management to implement continuous improvements and exceed team goals
- Compiled and analyzed data to determine approaches to improve sales and performance
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
Customer Service/Inside Sales Manager
Technetics Group
Columbia, SC
- Led, trained, coached work force consisting of Customer Service Reps, Inside Sales Reps, and Sales Engineers for metal seals manufacturing facility
- Lead training and development of product knowledge and sales skills development
- Facilitated organic, new business, and new product growth through ensuring customer quote follow-up and close communications with Market Managers
- Responsible for full staffing lifecycle-hire, train, coach, evaluate
- Engaged all departments in continuous improvement, partnering with all functions
- Intimately involved in cross-functional business development planning, strategic planning, and budget planning
- Account manager for entire nuclear market in US, valued over $6M
- Created internal audit process of contract reviews reducing error rate from .22%/line to .02%/ line
- Improved NPS from 17 to 47, quote response time by 12%,
- Increased conversion rates from 27.8% in 2016 to 56% by focused efforts on expectations using reward
- Successfully implemented new ERP system and Salesforce
- Utilized Customer journey mapping to develop Customer Intimacy Strategy
- Planned company events
- Reported to and Rated by VP, Commercial
Field Operations Manager
Sears Holding
Columbia, SC
- Led remote workforce of 30+ appliance and consumer electronics repair technicians $1.3M in parts stock and trucks
- Responsible for performance in productivity, sales, and customer satisfaction
- Developed, hired, trained, and mentored talent
- Improved customer satisfaction rating from 82% to 102%+ of goal by effectively training, coaching, and mentoring team
- Conducted cause analysis that identified root cause of high deposit shortages leading to decreasing monthly shortages from $10K to under $1K in 6 months
- Maintained truck inventory levels without loss greater than $1.5K by conducting spot audits, ensuring standard operating procedure (SOP) were followed and analyzing 1st-time solutions data
- Achieved 100% compliance in key performance indicator (KPI) safety audits by ensuring each team member had relevant training, coaching and development.
Group Operations Manager
Target Distribution
Lugoff, SC
- Managed over 60 team members in transportation activities for movement of material and processes in outbound activities
- Planned daily productivity and scheduled staff
- Mentored, coached, and reviewed performance
- Conducted process improvement inventories and implemented procedural changes utilizing Lean techniques resulting in increased productivity
- Reduced center safety incidents 57% year-over-year by conducting safety walks, identifying potential safety hazards, removing those hazards.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
Education
Bachelor’s Degree - business management
St. Bonaventure University
01.1998 - 01.2000
Skills
Report preparation
Sales expertise
Complaint resolution
Order fulfillment
Professional telephone demeanor
Key stakeholder relationship building
Creative problem solving
Strategic sales knowledge
Technical Support
CRM
International sales support
Training development aptitude
Administrative support
Shipping procedures understanding
Account management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Timeline
Bachelor’s Degree - business management
St. Bonaventure University
01.1998 - 01.2000
Sales Support Executive
Hohmann & Barnard
Customer Service/Inside Sales Manager
Technetics Group
Field Operations Manager
Sears Holding
Group Operations Manager
Target Distribution