Customer Service Sales

Kim Wesley Miller

*** ******* ***** • Irvine • CA • 92612 • 949-***-**** • ***@**********.***

PROFESSIONAL PROFILE

• Outstanding leadership, management and people skills, motivating teams to achieve desired results.

• Uncanny ability to listen to customers, manage expectations, build relationships to convert unhappy

customers into satisfied partners, and deliver products and services that meet their needs.

• Proven ability to turn around and transform organizations to achieve operational and financial success.

• Exceptional ability to customize development processes to help an organization increase productivity and

deliver high quality products on time, content and budget.

• Strong vision creation, strategic planning, business planning and financial planning skills.

• Excellent presentation, written and verbal communication skills, to inform, persuade and sell.

• Broad experience: over 20 years in the software industry, 13 in management, 10 in sales, 10 in software

engineering, 10 in consulting, 7 in product management, and 6 years international.

• Managed and worked in all areas of software development: product management, marketing,

architecture, design, development, configuration management (CM), quality assurance (QA),

documentation, project management (PM), implementation, training, professional services, processes and

standards, capacity planning, contracts, budget, sales and customer service.

• Worked in multiple industries and company sizes: aerospace, airline, business services, defense,

healthcare, retail, software, training, and travel. Fortune 500 to sole proprietorships to start-ups.

• Experience selling and consulting in multiple industries: airline, banking, education, entertainment,

government, hospital, hotel, insurance, manufacturing, retail, technology, transportation, and utilities.

PROFESSIONAL EXPERIENCE

University of California, Irvine, Master of Business Administration 9/08 to 6/10

Emphasis was in leadership, strategy, macroeconomic forecasting, international business, and marketing.

Major projects were cloud computing, healthcare and conducting business in China. Institutional

Shareholders Services (ISS) Accredited Director 2009-2011. Dean’s Scholar, graduating in the top 12% of

the class. Member of Beta Gamma Sigma and UCI’s Dean’s Leadership Circle. GPA: 3.963.

AQUA Software Products, Santa Ana, CA 11/04 to 5/09

Director responsible for managing and directing all aspects of the software company, wholly-owned by

Carlson Wagonlit Travel (CWT). Note that I was a contractor from 11/04 thru 5/05. Promoted every year.

• Turned decision to outsource division into a three year operational budget increase of 73% per year.

• Increased enhancement revenue per year from global customer base on average over 200%.

• Managed Profit and Loss (P&L). Consistently came in under $3M annual operating budget, which

excluded centralized accounting, facilities, information technology (IT) and legal expenses.

• Managed staff: balanced scorecards, coaching, hiring, firing, motivating, reviews. Direct reports: 23.

• Introduced a new PM process. Managed all projects with Microsoft Project Server and a custom status

dashboard. On-content, on-time and under-budget deliveries of more than 75 releases.

• Reduced the software development staff 36%, increased per developer productivity 256% and increased

total development output 164% over three years.

• Transformed QA department from non-dedicated staff running less than 500 random undocumented tests

to a 6 person dedicated team running 7000+ tests from a documented certification test suite.

• Significantly increased productivity and customer service levels while reducing support staff by 71%.

• Re-architected product to increase performance and decrease hardware requirements over 1000%.

• Increased employee morale. Our employee satisfaction surveys (conducted by Towers Perrin-ISR) were

much higher than the CWT mean and higher than the global high performance company norm.

• Changed the company culture and transformed a dysfunctional organization into a highly professional,

results-oriented, customer-driven, innovative team. Removed all underperforming employees who did not

respond to repeated coaching and performance improvement. Retained 100% of key employees.

Kim Wesley Miller

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Effective Growth Training Corporation, Newport Beach, CA 6/02 to 10/04

President and Chief Executive Officer (CEO) responsible for all aspects of the start-up C-Corporation.

Delivered business, computing and training services. Managed marketing budget, sales promotions, radio

and print advertisements, creative content and the web site. Created “The Confident Leadership & Public

Speaking Program”. The eight week, college-level course received accreditation of two semester hours from

the American Council on Education’s (ACE) College Credit Recommendation Service.

Borland Software Corporation, Irvine, CA 7/01 to 6/02

Product Line Sales Manager responsible for helping the sales force increase their effectiveness. Worked

closely with product management, product development and the sales team to prioritize next release

functionality. Worked with marketing department to create campaigns. Product evangelist, speaking at

tradeshows nationwide.

Oracle Corporation, Costa Mesa, CA 9/00 to 3/01

Technology Sales Manager responsible for selling professional services, database, business intelligence,

and software development products in Southern California.

Evoke Software, San Francisco, CA 4/00 to 7/00

Account Executive responsible for selling data analysis software, professional services and training to

Fortune 500 companies in the Southwestern United States.

Computer Associates International, Honolulu, HI 7/96 to 8/99

National Account Manager responsible for managing the state of Hawaii and Guam, selling software,

consulting, professional services and training. Increased corporate presence and service levels. Promoted

every year.

Louis A. Johnson & Associates (Dale Carnegie Training), Los Angeles, CA 9/94 to 5/97

Account Executive responsible for selling all courses. Graduate and assistant in the instruction of the Dale

Carnegie Sales, Leadership Training for Managers and High Impact Presentations courses. Instructor in

the Dale Carnegie Course teaching students to improve their communication, people and leadership skills in

the college-level course. Received Emerald Club Award.

CIS Technologies, Irvine, CA 1/92 to 8/94

Software Applications Engineer responsible for the requirements analysis, design, testing, support,

implementation, training, PM and pre-sales engineering of the custom EDI medical claims processing

solution. Pioneered the software development and delivery process of this new custom product line.

ARINC Research Corporation, Fountain Valley, CA 8/88 to 7/91

Senior Software Engineer. Pioneered the software development process for the division. Managed all

teams and projects. Outstanding Performance Award received twice.

Rockwell International - Collins Defense Communications, Santa Ana, CA 7/85 to 7/88

Lead Developer. Learned the rigorous software development and PM process of the military and

Department of Defense. Additional roles: technical writer, CM and QA.

EDUCATION

University of California, Irvine, Bachelor of Science, Information and Computer Science

Deans Honor List, Inter-Collegiate Sailing Team, Beta Theta Pi Fraternity

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