Tandi H. Miller
Jacksonville,Florida
Summary
Pursuing a position within leadership that will allow me to utilize my skills and experience in overseeing a team while applying conflict resolution, leadership, oral and written communication, and organizational skills in a way that improves processes and enhances employee and customer satisfaction rates.
Overview
12
12
years of professional experience
Work History
Existing Customer Chat Sales Team Manager
ADT Security Services
04.2023 - Current
- Manage a team of 15 agents that responds to customer sales inquiries via live chat.
- Ensures the service standards are established and attained.
- Created a new comp plan with emphasis on performance-based incentives.
- Create monthly incentives to drive sales performance.
- Created sales metrics and monthly goals to identify agents’ strengths and opportunities.
- Created a performance-based shift-bid ranking.
- Collaborated with the project manager and chat analyst to identify issues with the digital assistant and sales programs.
- Increased Install Revenue by 1.2 million in 2023 vs 2022
Existing Customer Phone Sales Team Manager
ADT Security Services
03.2022 - 04.2023
- Top-performing sales team finished 1st and 2nd in meeting the department’s sales metrics.
- Created the Subject Matter Expert playbook to simplify the onboarding process for a new SME.
- Hosted team-building seminars to improve employee morale.
- Create monthly incentives to drive sales performance.
- Assist with training, coaching, and developing Subject Matter Experts for upcoming leadership opportunities.
- Assist Onboarding department with new hires.
- Collaborated with ACT department to recognize top-performing agents.
Existing Customer Sales Coach
ADT Security Services
10.2020 - 03.2022
- Provided call monitoring and service, observed coaching.
- Substituted for team leads in huddles to cover sales process updates and metrics.
- Created training documents for sales process for P1 sales, P1 DIY, and ADT Small Business.
- Created PowerPoint for monthly sales incentives.
- Created Employee Recognition PowerPoint.
- Hosted weekly “coffee break” for employee engagement.
- Highest Sales/Call increase at 28.24% for my entire coaching team.
- Send monthly excerpt of “employee spotlight” and department updates for Monthly Department Communications.
Existing Customer Sales Representative
ADT Security Services
08.2015 - 09.2020
- Inbound sales for existing customers, SMB customers, P1 customers, and health customers.
- Top performer for 2018-2019.
- Selected to participate in add-on contract renewal pilot, IVR payment phase 1 pilot, and flex-fi phase 2 pilot.
- Selected to participate in quality assurance certifications.
- Assisted with training agents for Health sales.
- Assisted with floor support for the training class.
- Selected to have upper leadership sit with me to learn the sales process.
Retention Inbound Call Coordinator
ADT Security Services
10.2014 - 07.2015
- Inbound calls, scheduling field appointments, and calls to the appropriate Departments.
- Selected to participate in Red Venture pilot.
- Assisted with floor support for new hires.
Education
Bachelor of Science - Organizational Leadership
Edward Waters University
Jacksonville, FL05.2026
Associate of Science - Business Administration
Jones College
05.2013
Skills
Enabled improved decision-making through strategic data utilization
Achieved higher sales performance through targeted coaching initiatives
Elevated sales team effectiveness with innovative training programs
Enhanced communication efficiency, resulting in clear and concise interactions
Recognition
2015 Qualifying agent of the month, 2016 Existing customer agent of the month, 2017 Existing customer agent of the month, 2018 Sales Summit Recipient for top performance in sales metrics., 2019 Club Excellence Recipient for being in the top 1% in the company for performance., 2022 Manager of the Month (March), 2022 Manager of the Month (November), 2023 Manager of the Year (Circle of Excellence), 2024 Manager of the Month (February), 2024 Manager of the Month (March)
Timeline
Existing Customer Chat Sales Team Manager
ADT Security Services
04.2023 - Current
Existing Customer Phone Sales Team Manager
ADT Security Services
03.2022 - 04.2023
Existing Customer Sales Coach
ADT Security Services
10.2020 - 03.2022
Existing Customer Sales Representative
ADT Security Services
08.2015 - 09.2020
Retention Inbound Call Coordinator
ADT Security Services
10.2014 - 07.2015
Associate of Science - Business Administration
Jones College
Bachelor of Science - Organizational Leadership
Edward Waters University