Customer Service Management

Howard Miller

** ****** ***** ? Irvine, CA ***** ? 714-***-**** ? ********@***.***

PROFILE

Market Research professional with experience providing strategic insights

to drive business decisions and support attainment of revenue goals. Strong

analytical skills to improve operational and financial effectiveness.

Market research expertise at all phases of design, analysis and

communication. Skilled at communicating and advising all management levels

through reports and presentations. Exceptional client relationship

management skills serving internal and external clients. Recognized for

delivering the highest level of customer service with commitment to

teamwork and organizational success. Remarkable experience in consumer

goods in a variety of markets. Demonstrated track record of obtaining hard-

to-get competitor intelligence and corporate data.

CORE COMPENTENCIES

Market & Competitive Research Market Analytic Tools Financial

Analysis

Strategic/Analytical Presentations Process Improvements Risk

Management

Project Management Budget Management Due Diligence

Professional Experience

Innova Electronics Corporation, Irvine, CA

1991 - Present

Leading supplier of test equipment and diagnostic reporting for the

automotive aftermarket, offering high quality products, innovative

diagnostics and value to our customers.

Marketing Analyst

. Lead market research efforts providing superior and timely quality

research and analytical support for business development and customer

services.

. Hired, trained, mentored and supervised a junior marketing analyst.

. Monitor macro environment landscapes, identify key drivers and trends and

prepare timely summary reports to senior management.

. Think strategically and creatively and participate actively in the

analysis of internal and external data; facilitate, develop and implement

succinct reports, and present to management.

. Develop and improve processes for acquiring and vetting internal and

external data sets, and present timely reports to management.

. Purchase and utilize publicly available data from sources including

LexisNexis, Factiva, Mintel,and NPD. Collaborate with consumer focus

agencies to develop questions and run focus groups. Executed telephone

surveys to obtain up to date consumer and competitor information.

. Attend sales and marketing meetings to present market research data to

facilitate key business decisions for product development, enhancements

and lifecycle. Partner and collaborate with cross-functional teams.

. Identify and hire outside contractors for various projects including

website development and social media with strong SEO presence to cost

effectively reach prospects.

. Attend industry tradeshows to facilitate collection of new emerging

technologies, market research and competitive intelligence.

. Prepared SWOT profiles and competitive intelligence on competitors and

customers of clients.

Unistar Group, Irvine, CA

1990 - Present

Consultant / Owner

. Develop strategic initiatives, business development and marketing

strategies by conducting in-depth research and analysis of companies,

industries, marketplaces and competitors; develop insights and

communicate recommendations and applicable information to clients and

internal customers.

. Perform competitive intelligence and market research for major

corporations including DirecTV, Magellan (MiTAC), Webasto, Genie

(Oshkosh), WEX (Wright Express), Baxter Healthcare, Allergan and Mercury

Associates.

. Consulted with clients on scope of project to strategically plan and

execute market research.

. Selected projects include:

- Baxter Healthcare: Researched and recommended the need for a non-PVC

product to be added to their product portfolio. Analyzed competitor's

market share and market trends and advised for the need for a non-PVC

product. Adoption of the non-PVC product in some markets led to

increased revenues and customer retention.

- DirecTv: Researched retransmission rights of major league baseball

(MLB) in Japan; prepared research to determine feasibility to enter

international markets including Indonesia and South America.

- Genie: Leveraged data from the rental market to determine the demand

for high lift equipment and required user specifications.

- Navteq: Performed competitive intelligence including identifying

features, pricing, consumer demographics, and user requirements/future

requests.

- Chuan Yuan Steel Industry Co Ltd: Led a due diligence project

analyzing the purchase of a California Steel Industries, a

manufacturer of galvalneal steel. Analyzed facilities, equipment,

personnel, products, customers, quality assurance, and other metrics.

- Electronic Industry Association of India: Designed a marketing plan,

built on developing infrastructure first, to bring companies to the

nation of India.

Professional Organizations

Society of Competitive Intelligence Professionals (SCIP)

Automotive Aftermarket Industry Association (AAIA)

Autocare Association

Specialty Equipment Market Association (SEMA)

Electronics Retailing Association (ERA)

Orange County Marketing Association (OCAMA)

LinkedIn Groups - Market Research and Market Intelligence

American Beverage Association

COMPUTER SKILLS

Microsoft Office Suite (Word, Excel, PowerPoint)

TRAINING

SkillPath - Professional Business Training / Management

UCLA Extension - Electronic Retailing Direct Marketing

Education

Antioch University, Yellow Springs, OH

Master's Degree in Urban Planning

B.A. Urban Studies, minor in Business Administration

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