Jada Miller Email & Phone Number

New York, Ny, Us

Seattle, Washington, Us

As Global Senior Training Program Manager, I lead transformative training for 1000+ Sales and Customer Success reps across regions. By aligning learning strategies with business goals, I’ve driven an 80% completion rate for onboarding and ongoing development paths, enhancing team performance.Key responsibilities and achievements include: • Designed and launched a company-wide call calibration program to standardize quality across 500+ client interactions per quarter. Trained and mentored over 10 managers to implement and facilitate the program within their teams, resulting in improved coaching consistency and better team performance. • Developed a data-driven onboarding dashboard powered by data analysis to help managers track progress, uncover learning gaps, and proactively address skill development needs. This tool enhanced manager visibility and improved team readiness. • Streamlined learning paths for onboarding and continuous development to align with Sales and Customer Success competencies. Made self-paced learning more engaging by transitioning to practical content that increased relevance and team participation. • Optimize the Learning Management System (LMS) to scale training delivery, ensuring resources were easy to access and progress could be tracked seamlessly by both managers and team members. • Leverage performance insights to continuously refine training programs, ensuring they stayed aligned with business goals and addressed evolving team needs.

New York, Us

As a Senior CX Enablement Manager, I led CX initiatives supporting over 200 customer-facing specialists across Sales, Support, and Customer Success. These efforts contributed to a 10% increase in CSAT scores during Q3 2021, improving customer satisfaction and team effectiveness.Key responsibilities and achievements included: • Developed training playbooks and learning paths that reduced new hire ramp-up time by 15%, ensuring faster integration and boosting productivity. • Partnered with Sales, Marketing, and Product teams to align CX strategies with business goals, creating roadmaps that drove a 20% improvement in overall customer satisfaction. • Played an integral role in selecting and implementing a new Learning Management System (LMS), contributing to increased training scalability and efficiency by 30%. Collaborated cross-functionally to ensure seamless integration and provided critical input on features that improved tracking of learning outcomes. • Successfully led change initiatives to integrate new tools and processes, ensuring seamless adoption while improving operational consistency and customer engagement.

Morrisville, Nc, Us

As a Client Experience Manager in Sales, I focused on driving program management, enhancing client relationships, and improving operational efficiency. My efforts led to a 50% increase in internal satisfaction through knowledge base improvements and contributed to acquiring 10 new clients, boosting revenue and expanding the client base.Key responsibilities and achievements included:• Revamped and reorganized the company’s knowledge base, improving accessibility and usability. This initiative increased internal team satisfaction by 50%, enabling more efficient workflows and better support. • Played a key role in strategic initiatives that secured 10 new clients, resulting in increased revenue and client base expansion. • Collaborated with Sales and Marketing teams to analyze customer insights and implement feedback, leading to a 32% improvement in customer experience through targeted strategy adjustments. • Developed and standardized Standard Operating Procedures (SOPs) that streamlined operations, reduced inconsistencies, and ensured a seamless approach to client interactions. • Maintained and updated customer accounts in NetSuite and HubSpot, ensuring data accuracy and supporting smooth client operations.

Charlotte, Nc, Us

As a Quality Analyst, I focused on improving team performance, maintaining high-quality standards, and ensuring alignment with company guidelines. My initiatives helped boost customer satisfaction by 15% and increased retention by 5%, directly contributing to team and company success.Key responsibilities and achievements included:• Led the overhaul of the Quality Assurance Program, streamlining call evaluations and standardizing payment processes. These improvements enhanced operational efficiency and strengthened compliance across teams. • Identified and implemented strategies that directly increased customer satisfaction by 15% and improved retention rates by 5%, contributing to a stronger customer experience. • Played a key role in onboarding new hires by facilitating training, refining training programs based on best practices and team feedback, ensuring alignment with company standards and improving training effectiveness. • Delivered clear, constructive feedback to team members, fostering continuous improvement and driving better alignment across Sales and Customer Success teams. • Partnered with cross-functional teams to identify areas for improvement, ensuring operations were efficient and maintained the highest quality standards.

Waldorf, De

As a Quality Assurance Manager, I consistently maintained high standards and was honored with the Global Ariba-SAP WOW Award in Q2 2012 for my outstanding contributions. My work focused on improving team performance, ensuring compliance, and delivering exceptional service quality.Key responsibilities and achievements included: • Successfully onboarded new hires by leading tailored training programs for cloud-based procurement software support, including needs analyses to identify and address key training requirements. Through personalized coaching and strategic monitoring, I ensured team proficiency in Hana, reducing ramp-up time and boosting team confidence. • Conducted detailed audits of specialist calls and revamped call monitoring protocols to align with company standards. These efforts improved service quality, contributing to significant increases in customer satisfaction and retention rates. • Implemented data-driven corrective measures to uphold compliance, ensuring adherence to best practices and company guidelines while maintaining exceptional service delivery. • Streamlined quality-related workflows by leveraging the Jira ticketing system to improve issue tracking, prioritization, and resolution, enhancing operational efficiency. • Fostered a culture of continuous improvement through actionable feedback, detailed audits, and coaching, enabling the team to deliver consistently high-quality performance.

Master Of Arts, English

Bachelor'S Degree, Criminal Justice