SUSAN MILLER
Team Leader Manager
Jeffersonville,VT
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
31
31
years of professional experience
Work History
Account Manager
Kelly Services, Inc.
Burlington, VT
08.2012 - 06.2022
- Set business strategy and support management team in business development for temporary and permanent staffing.
- Manages and ensures quality service delivery, customer and employee retention, recruiting, and expense management (e.g., workers' compensation, unemployment compensation, general operating expenses).
- Day-to-day involvement of tactical sales and service delivery activities.
- Responsible for selecting, training, and developing management team and monitor performance to achieve business results.
- Responsible for building and maintaining relationships with key customers, business leaders in community, and local, regional, and Corporate Kelly management.
- Strong focus on continuous improvement and customer satisfaction, acts as point of escalation for resolution of customer and employee issues.
- Sales Management; monitoring and coaching sales team to ensure sales targets are met.
- Recruiting & Hiring Management; monitoring and coaching service team to ensure effective execution of recruiting strategies, including analyzing hiring needs, developing recruiting strategy.
- Participating in recruiting events, creating recruiting collateral, developing and maintaining relationships with recruiting sources, managing recruiting budget, analyzing recruiting results, monitoring and coaching service team to ensure effective execution of hiring process, including screening candidates, assessing candidates/administering evaluations, conducting interviews, conducting orientation to Kelly, conducting reference checks.
- People Management; selecting, training, and developing staff, monitoring staff performance including setting expectations, coaching, and recognizing achievement.
- Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.
- Efficiently resolved sales, service and account issues to maximize customer satisfaction.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
- Created representative and customer sales reports and recommended initiatives for marketing and promotional programs.
- Complied with policies and quality standards to maintain consistency in quality of services.
- Supervised and trained new hires on best practices and proper protocols; updated training materials and sales collateral and decreased process gaps.
- Collaborated with business development managers in partner planning process to develop mutual performance objectives, financial targets and critical milestones.
- Tracked sales data to assess trends and make proactive strategy changes.
- Reached out to customers frequently to check on satisfaction, inquire about needs and propose new offerings.
- Sold, nurtured and implemented new onsite account that grew to 110 headcount, resulting in $2.5 million sales annually.
- Exceeded budget 3 consecutive years and earned spot in 110% Club.
- Sold, implemented and maintained 3 new school districts to utilize Kelly substitute teachers and increased annual revenue of $1.5 million.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
Sales Director, Business Development
Way Out Wax
Morrivsville, VT
09.2008 - 03.2011
- Senior sales executive reporting directly to CEO of this manufacturer of all natural aromatherapy candles.
- Sold to and educated natural food chain employees, (ie; Wholefoods and Vitamin Cottage) and independent natural food stores, on differentiators of product vs competitors product.
- Hired, trained and supervised three in-house sales associates and 12 outside sales representatives.
- Analyzed specialty markets and determined company relying too heavily on one key account; increased other accounts by 25%, while retaining and diversifying more profitable products of key account.
- Educated clients sales associates to become product experts, increasing sales and loyalty to brand.
- Utilized outside sales representatives to bring in new chains with 64 stores.
- Increased ROI by 50% through restructuring of complimentary product sample program.
- Developed and implemented systematic approach to customer relationships through Customer Relationship (CRM) software.
- Increased sales by implemented up-selling strategies such as recommending seasonal and point of purchase displays to boost revenue.
- Engaged with customers to effectively build rapport and lasting relationships.
- Solved customer challenges by offering relevant products and services.
- Completed orders and organized product deliveries to meet customer timetables.
- Processed product returns and assisted customers with other selections.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Trained and developed new sales hires in company processes, product knowledge, customer service and selling techniques.
- Created fearless in-house outbound sales team.
- Coordinated innovative strategies to accomplish marketing objectives and boost long-term profitability
Sales Director, Business Development
AIDC
Williston, VT
01.2002 - 03.2008
- Represented Bellisse account at this fulfillment house. Bellisse, start-up company providing medical compression bras for lymphedema patients, through direct sales, service and marketing operations under guidance of Bellisse Board of Directors.
- Provided personalized service related to fittings and modifications through extensive knowledge of correct bra fit as well as lymphedema.
- Developed, trained and established network of over 55 medical supply dealers, health care providers and direct to patients, to promote benefits of this specialty product and to understand how to fit properly.
- Responsible for communication with U.S. and global contacts and prospects including emails and calls, oversight of correspondence and databases and troubleshooting of operational and service concerns.
- Determination of marketing strategy and implementation of all aspects, including creating advertising copy, booth designs, collateral material and attending trade-shows, conferences and presentations.
- Complex analysis, problem solving, and developing procedures for customer service issues, inventory control, product returns and quality control.
- Created specialty Fit Kit to successfully train medical stores to understand correct inventory on hand to fit clients, as well as, production collaboration of professional training video, demonstrating fitting process.
Regional Sales Director
Colesce Couture, Inc.
Prospect, CT
01.1996 - 01.2002
- Developed network of clients and sales associates to promote and sell high end line of casual clothing, outerwear and custom fit Bras.
- Performed corporate training procedures to recruit and train over 150 sales representatives.
- Conducted weekly sales meetings with emphasis on marketing and customer relations as keys to success in increasing sales and recruiting other representatives.
- Consistently achieved Top 10 ranking in personal sales out of 20,000 national consultants.
- Consistently achieved Top 20 ranking for personal recruiting out of 20,000 national consultants.
Owner and Director
Curtain Climber Club - Daycare
Waterbury, CT
01.1990 - 01.1996
- Owned and operated licensed day care center
- Provided caring and respectful childcare for participants ages 8 weeks to 6 years
- Designed educational and socialization activities for children
- Curriculum development, meal planning and parent communication
- Handled all financial aspects of running small business
- Managed day-to-day business operations.
Education
High School Diploma -
Scotia-Glenville High School
Scotia, NY06.1981
Skills
- Operations management
- National account management
- Teamwork and Collaboration
- Sales Meetings and Orientations
- Consultative Selling Techniques
- Strategic Selling
- Team Training and Motivation
- Client Development and Retention
- Revenue Growth
- Opportunity Identification
- Strategic Account Planning
- Microsoft Office
- Persuasive Negotiations
- CRM Software
- Verbal and Written Communication
- Supplier Relations
- Product Training
- Business Needs Assessment
- Expanding Territories
- Developing Partnerships
- RFP Responses
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
You will recognize your own path when you come upon it because you will suddenly have all the energy and imagination you will ever need.
Sara Teasdale
Timeline
Account Manager
Kelly Services, Inc.
08.2012 - 06.2022
Sales Director, Business Development
Way Out Wax
09.2008 - 03.2011
Sales Director, Business Development
AIDC
01.2002 - 03.2008
Regional Sales Director
Colesce Couture, Inc.
01.1996 - 01.2002
Owner and Director
Curtain Climber Club - Daycare
01.1990 - 01.1996
High School Diploma -
Scotia-Glenville High School
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