Customer Service Sales

CYNTHIA MILLER

Page *

CYNTHIA MILLER

**** ******* ******, ********, ** 55379 • 651-***-**** (C) • ab8yzv@r.postjobfree.com

Customer Service • Operations • Strategic Sales

Customer Service and Sales Manager with comprehensive experience in managing customer

service, sales, training and product management functions. Known for exceptional organizational and

planning skills, resourcefulness and innovative thinking. Skilled in targeting weak areas in an

operation and expertly directing and implementing successful solutions.

“Cindy did an excellent job motivating the employees and dealers. She has taken the initiative to be

a leader and stay very customer focused. She is well respected.”

- Dave Regnery, President, Thermo King Americas

PROFESSIONAL EXPERIENCE

MAAX US CORPORATION., a subsidiary of MAAX Bath Inc., Lachine, Quebec 2010 – 2011

Upscale bathroom and spa products manufacturer with $250M sales in the US and Canada.

Corporate Customer Care Manager, Minneapolis, MN

• Improved processing and project management of all customer orders, inquiries, and pricing

with SAP processes.

• Coordinated day-to-day activities of customer service representatives, providing key support

directly to customers or via Maax Sales Representatives and Agents.

• Supervised and coached personnel, including hiring, terminations, performance evaluations,

training, work allocation and problem resolution.

• Achieved Customer Care key initiatives & key performance indicators of < 2% order entry

errors and caller wait time of < 30 seconds.

• Collaborated with team leaders to elevate the Maax customer experience across locations in

the US and Canada.

• Supported and implemented continuous improvement within a cross functional team to

address customer complaints and product defects to improve the customer’s experience.

THERMO KING CORPORATION - INGERSOLL RAND, Minneapolis, MN 2000 – 2010

Global manufacturer of transport temperature control systems for a variety of mobile applications

Dealer Development Manager (2006–2010)

• Developed, implemented and managed projects and processes that continually improved the

performance of the dealer network of over 200 locations in North America with $800M in

sales.

• Worked closely with the sales field and corporate employees to improve the company’s

position in the marketplace through providing dealer performance metrics and action plan.

• Maintained strong dealer and field relations by being proactive and responsive to

opportunities within the dealer organization.

• Trained and supported field organization by conducting Dealer Performance scorecard

reviews and developing improvement strategies with regional directors and sales managers.

• Improved service contracts by 15% in one year, driving profitable, incremental business.

• Established communication processes and methods to streamline the flow of information to

the dealer and field organization, and defined the “Dealer of the Future” concept

• Managed the $4M Dealership Incentive Program designed to achieve sales target goals and

increase profitability by achieving excellent partnerships together.

CYNTHIA MILLER

Page 2

• Championed 35 volunteers for “Team Konnect” that promoted an environment that

encouraged and celebrated employee and business success through creative and festive

employee engagement for over 500 corporate employees resulting in improved productivity.

• Managed Dealer service and sales training and certification in a step-by-step progression

aimed at producing qualified and productive technicians and sales representatives.

Thermo King, continued

Customer Service Manager (2004-2006)

• Managed department of customer service representatives responsible for serving over 200

independent dealers in North and South America, Australia, and the Caribbean.

• Supported and managed sales and marketing objectives by leveraging opportunities and

requirements of efficient Customer Relationship Management.

• Spearheaded operations by supporting sales of $600M for seven product lines while

maintaining a 94.7% dealer satisfaction index.

• Led many project system enhancements resulting in improved operational efficiencies and

cost savings, e.g., migrating 5,000 corporate and dealer users from Lotus Notes to Outlook.

• Recognized for exceeding customer and dealers expectations, and for being a respected

leader who listened to understand needs.

Customer Service Sales Coordinator - Americas, Europe and Asia Pacific (2000-2004)

• Ensured operational excellence for all aspects of domestic and international sales

specifications, order processing, sales/inventory and contract administration.

• Developed rapport with domestic and international manufacturing, sales and marketing

teams.

• Partnered with sales, customer service, engineering, materials, purchasing, production,

product management, treasury, traffic and shipping to insure that customers’ needs are met.

• Recipient of “Outstanding Customer Service Award-2001” awarded by the Thermo King

Dealer Advisory Council.

CENTRAL STATES THERMO KING OF OKLAHOMA, INC., Oklahoma City, OK 1997 – 2000

Customer Service Manager

• Worked directly with the CFO, EVP, General Manager and Director of Service and Operations

to administer transport refrigeration operations including sales, service and parts.

• Maintained and monitored $10M in new and used unit sales contracts and installation through

excellent customer relationships.

• Received Thermo King’s “1999 Dealer of the Year” Award.

• Coordinated and audited service and parts procedures for unit inventories, invoicing, cycle

counts, warranties, service and sales allowance and open ticket logs.

• Earned the respect and trust of customers, winning superlative customer growth and

retention, maintained a CSI of 4.3+.

AMERICAN EXCELSIOR COMPANY, Oklahoma City, OK/Arlington, TX 1994 – 1996

Office Manager/Assistant Branch Manager

• Led operations of a large company producing custom designed packaging materials and

erosion control products, resulting in $1.5M in sales of erosion control and packaging

products.

• Increased gross profit from 31.3% to 36.2%. Expenses down $77K due to skills in budget

control. Oklahoma City branch recognized as the #2 branch.

EDUCATION

CYNTHIA MILLER

Page 3

SAINT MARY’S UNIVERSITY of MINNESOTA, Minneapolis, MN

BA, Business Administration

OKLAHOMA CITY UNIVERSITY, Oklahoma City, OK Awarded President’s Scholarship

Contact this candidate