Wendy Mills
Northwood,NH
Summary
Accomplished Chief Experience Officer, adept in digital transformation and cross-functional leadership. Spearheaded customer experience strategies, boosting satisfaction through innovation management and effective product management. Proven track record in fostering significant client relationships and driving organizational change, underscored by a commitment to excellence and collaborative success.
With over 30 years of experience in the logistics sector, I am a passionate and strategic leader who drives customer satisfaction and operational excellence. As the Chief Experience Officer at Professional Delivery Providers, I oversee the end-to-end customer journey, ensuring that our services are reliable, efficient, and tailored to the needs of our clients. I also leverage my warehouse management expertise to optimize our distribution network and inventory management. As the CEO & President at Retail Direct, I lead the digital transformation of the company, implementing process improvement initiatives and improving the front line and end user experience. I have a proven track record of delivering innovative solutions that create value for customers, partners, and stakeholders. I am also a collaborative and inclusive leader who empowers and supports my teams to achieve their goals and grow their skills. My mission is to make a positive impact in the logistics and retail industries by providing high-quality, convenient, and sustainable services that meet the evolving demands of the market.
Overview
22
22
years of professional experience
Work History
Chief Experience Officer
Professional Delivery Providers, LLC
Peachtree City, GA
06.2023 - Current
- Managed relationships with internal stakeholders including Human Resources, IT, sales, operations and finance departments in order to ensure successful delivery of projects related to customer experience initiatives.
- Analyzed customer feedback data to identify opportunities for process improvement.
- Identified key performance indicators to measure success of customer experience initiatives.
- Established standards for measuring the effectiveness of customer service interactions.
- Oversaw technological improvements, successfully reducing waste and eliminating business bottlenecks.
- Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
- Developed and implemented customer experience strategies to improve customer satisfaction.
- Fostered collaboration and development of new practices by business leaders.
- Collaborated with marketing teams on campaigns to promote customer engagement activities.
- Defined procedures for handling complaints and resolving issues in a timely manner while maintaining positive relationships with customers.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Updated and maintained databases with current information.
CEO & President
Retail Direct, LLC
Peachtree City, GA
08.2019 - 06.2023
- Built an organization that generated over $100 million in last-mile revenue with Lowe's Home Improvement.
- Created and maintained relationships with key stakeholders, including customers, suppliers, government agencies, and other industry partners.
- Drove revenue by cultivating successful client relations.
- Identified needs of customers promptly and efficiently.
- Executed on-time, under-budget project management to adhere to project road map.
- Hired, trained, and mentored staff members to maximize productivity.
- Led strategic planning and execution to enhance profitability and company growth.
- Negotiated contracts with vendors to secure competitive pricing for goods or services.
- Reviewed current systems and processes regularly for potential improvements or upgrades.
- Represented the organization at conferences, events, and networking activities as needed.
- Managed executive team members to ensure successful execution of projects in a timely manner.
- Developed and implemented strategic business plans to increase company profitability.
- Recruited, trained, mentored, and managed employees at all levels within the organization.
- Assessed financial performance of the organization on a regular basis and identified areas for improvement.
- Implemented technological solutions designed to improve operational effectiveness.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Senior Vice President
XPO Logistics
Marietta, GA
06.2003 - 12.2016
- Managed direct client relations with multiple major retailers, including Lowe's, Home Depot, Costco (Sears).
- Identified new opportunities for expanding existing relationships with clients.
- Provided technical support to clients in resolving complex issues related to products or services.
- Gathered structured client feedback to report to product team for change initiatives.
- Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities.
- Researched industry trends and best practices in order to provide timely advice on customer solutions strategies.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Organized internal teams to formulate strategies to uncover new opportunities for clients.
- Developed and implemented customer service strategies to increase client satisfaction.
- Conducted review of client relationships to assess improvement and opportunities strategies and formulate client engagement plans.
- Managed client accounts, including tracking orders, communicating updates, and responding promptly to inquiries.
- Facilitated strong relationships with media and technology partners to identify latest technology developments in market.
- Initiated and monitored strategies for retaining and servicing accounts to maintain consistent revenue streams.
- Created detailed reports summarizing customer interactions for management review purposes.
- Negotiated and closed deals with minimal oversight.
- Increased repeat business using great customer service, problem-solving and conflict resolution skills.
- Provided guidance and mentorship on strategic planning processes related to client solutions initiatives.
- Conducted regular meetings with clients to discuss their needs and expectations.
- Implemented process improvements based on customer feedback received during surveys or interviews.
- Assisted with onboarding new customers by providing comprehensive walkthroughs of product features and functionality.
- Maintained up-to-date knowledge of company's products and services offerings in order to answer questions from customers accurately and quickly.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Skills
- Market Analysis Expertise
- Technology Integration Expertise
- Customer Group Analysis
- Interdepartmental Leadership
- Innovation management
- Social media strategy
- Building Lasting Client Relationships
- Financial Management
- Customer Service Excellence
- Human Resources Management
- Project Management
- Team building and mentoring
- Company organization
References
References available upon request.
Timeline
Chief Experience Officer
Professional Delivery Providers, LLC
06.2023 - Current
CEO & President
Retail Direct, LLC
08.2019 - 06.2023
Senior Vice President
XPO Logistics
06.2003 - 12.2016
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