Sales Project Manager
Resume:
C. RICHARD MILLER
Randolph, NJ 07869
Background: Professional with accomplishments and experience in sales,
service, technology, operations and capacity management. Determined problem
solver with extensive financial, managerial, analytical, communications and
interpersonal skills.
EMPLOYMENT HISTORY
3/08 - 4/12 The Home Depot
Recipient of 27 Customer Service awards including: Platinum
Award Level, Associate of the month (3X), Supervisor of the
month, Vice President's Service Award, Bronze Medallion "Living
Our Values" award.
Tool Rental Department Supervisor
P&L responsibility for business performance, Exceeded sales
plan for the 2nd half by 41%, achieved bottom line profit of
48.1% of sales. Successfully implemented new Enhanced Tool
Rental System. Focused on customer experience to improve
department performance.
Pro Desk Department Supervisor
Exceeded sales plan by 13%, Increased overall department sales
per hour by 18%. Successfully implemented Enhanced Special
Services System and was the first to master and train on a new
deck design system Customer satisfaction reached a high of 92%.
Integrated personal knowledge of Millwork to increase contractor
sales of special order windows and doors
Millwork Department Supervisor
While sales remained flat for the period, overall department
productivity increased by 12% by changing mix of full time and
part time staff.
Millwork Specialist
Delivered high quality customer sales and service, completed
all specialist training, supported Pro Desk needs for customer
quotes and orders for specialized millwork products, developed
sales skills and achieved high level of customer satisfaction.
Focused on learning Millwork systems to become professional.
Pro Account Sales Associate
Worked to build contractor relationships and provide excellent
service. Was successful at building on existing department
teamwork and create a positive work experience for everyone on a
daily basis. Took on responsibility of paint captain and worked
closely with vendor to grow contractor paint sales by utilizing
data base and constantly approaching customers with Volume
Pricing Program benefits. Learned paint department, used time in
the department to source new business.
Flooring Department Sales Associate
Used my first year as an associate to learn how The Home Depot
operates. Completed all training in a timely manner. Worked to
improve sales and service and develop expertise. Successfully
took on challenge of heavy physical work and gaining the respect
of my colleagues. Took pride in improving overall condition of
the department to achieve "best in district".
6/03 - 3/08 Consultant Lecturer, Asian Bankers Seminars
Conducted 6 to 10 seminars annually for Bankers visiting from
South Korea, under the direction of Dr. Keun S. Lee, Associate
Professor, Marketing and International Business, Hofstra
University.
Guest lecturer at Hofstra University, Frank G. Zarb School of
Business.
Bookkeeper, Part Time - Construction Business (Son's)
Responsible for accounting function: disbursements, weekly
payroll, recordkeeping, reconciliations, and reporting.
Excellent knowledge of Quick Books, Word, Excel, Power Point and
Outlook.
10/99-3/03 Branch Banking Capacity Management Executive
Vice President, JP Morgan Chase
Directed the on-going business impact of the Capacity Management
function for the Chase retail branch businesses. Responsible for
the design and development of web-based modeling and scheduling
tools for all Retail Branch functions. Managed team providing
powerful MIS used to effectively optimize service and minimize
expense. Team members also managed productivity and cost
reduction projects while providing field support to assist line
managers with achieving their business plan. Coordinated efforts
for front and back office areas to achieve over $3MM in savings
in 2002and $10MM+ from year 2000.
4/97-10/99 Service Delivery, Technology and Operations Executive for Chase
Telephone Based Relationship Businesses. Vice President, Chase
Manhattan Bank
Managed the entire service and operations support staff and
technology infrastructure for the businesses. Significantly
improved internal customer satisfaction and simultaneously
reduced staff size by 10%+. Both voice and data technologies
were upgraded to achieve reduced call backs to external clients.
Reduced overhead expenses to the businesses by relocating part
of the service support function from New York to a major retail
call center located in Houston Texas.
4/96-4/97 Product Manager
Vice President, Chase Manhattan Bank
Responsible for Pay by Phone customer acquisition and service
across all markets and customer segments. Conducted analysis
that determined that using and supporting the telephone channel
was much less efficient than on-line bill payment. A customer
centric plan to gradually phase out the telephone service and
promote the on-line service.
12/92-4/96 Branch Operations Business Executive
Vice President, Chemical Bank
Responsible for the operational integrity of the branch sales
and service environment. Directed the
management and implementation of 200+ projects annually,
including: standardized policies and procedures for the merged
Chemical/Manufacturers Hanover branch network, work
simplification, centralization of operations and reduced
operating losses. Efforts for '94 & '95 produced $33MM in
reduced workload, lower operating losses and additional fee
income. Established 40 service level agreements between the
branches and other business units and support areas.
6/92-12/92 Senior Project Manager, Merger Transition Team
Vice President, Chemical Bank
Responsible for the proof and control function in support of the
Chemical/Manufacturers Hanover merger. Ensured that all
financial and operational risks associated with the merger were
accounted for and negative impacts to internal and external
customers were prevented. Risk exposure was in the billions of
dollars.
8/87-12/92 Chief of Staff, Manhattan Division
Vice President, Chemical bank
Responsible for the management and effectiveness of operations
with the Manhattan and Staten Island branches. Managed the
financial, control and internal audit functions for the
division. Centralized the branch clearance teller function into
one operations center and reduced staffing by 39% and expense by
$940M annually. Reduced operating losses by $1MM annually by
implementing centralized monitoring and processing.
3/83-8/87 Manager Automation Implementation and Training
Vice President, Chemical Bank
Responsible for training and implementation management of all
automation initiatives for 220 branches. Initiatives included:
teller and platform automation, automated sub-ledger system, ATM
and host systems training.
9/80-3/83 Manager Metropolitan Division Work Management
Vice President, Chemical Bank
Integrated staff utilization program into branch goals system.
Developed staffing models, work measurement and cost studies.
EDUCATION
Bachelor of Science in Commerce, Rider University,
Lawrenceville, NJ
Managing Service Operations, Darden Graduate School, University
of VA, Charlottesville, VA
Six Sigma Green Belt Trained.
SKILLS
Extensive project management experience. Applied knowledge of
Capacity Management. Management style - team building through
motivation, respect and reward.
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