Heather Miller Email & Phone Number

Duluth, MN, US

Duluth, MN

Duluth, MN

Duluth, MN

• In partnership, determines and monitors budget allocations ensuring cost, resources and time invested are justified by incremental sales and/or strategic benefits gained on a project and consumer level.
• Oversees social media posts, creates prospect pipeline, arranges bid meetings, and follows through to close deals within the residential construction services.
• Cultivates and maintains strong customer partnerships to capitalize on opportunities and maximize business success.
• Oversees bookkeeping and invoicing, as well as all licensures, insurance requirements, and communications.

Duluth, MN

• Leads an innovative team of 14+ team members across 2 locations, objectively integrating to 1 team at 1 location.
• Developed and executed internal customer survey, achieving overall satisfaction rating 92%+.
• Developed channels specific to internal support (previously only formally supporting customers) –phone queue, measured metrics, etc.
• Provides hiring and training, successfully achieving 60% retention rate with 20% team promotion and 30% organizational promotion.
• Led strategic partnerships with internal and external team members.
• Adept in driving business outcomes through implementing upgrades throughout departments.

Duluth, Minnesota Area

• Oversees and manages 2 support teams consisting of 9+ team members.
• Hires, mentors, disciplines, and provides performance feedback and recommendations for employees.
• Developed and executed customer survey and achieved overall satisfaction rating 90%+.
• Created and implemented Duluth Women’s Council.
• Developed organizational structure, promoting internal growth from associate to lead level.
• Established support process and protocols, resulting in reduced time waste and increased efficiencies.

Duluth MN

• Developed support organizational structure for team.
• Managed 4+ team members, recruiting, hiring, disciplining, and training.
• Developed and implemented call coaching standards, resulting in measurement of and providing monthly feedback on call and documentation quality.
• Developed a scorecard for quality and feedback purposes, which was used with team members and reported metric to executives for customer conversations/RFP responses.
• Created support metrics, measuring abandoned rate, average answer speed, and average call time.
• Successfully contributed to Cisco phone implementation.

Kenosha, WI

Superior, WI