Laura Mills Email & Phone Number

Atlanta Metropolitan Area

Greater Atlanta Area

Greater Atlanta Area

National Managing Director of Law Firm Key Accounts across sales and operations. Develop strategy, marketing collateral, and system optimizations to grow Legal Channel revenues and organizational capacity.HIGHLIGHTS OF CONTRIBUTION►Pioneer for growth of the legal sales channel▻Collaborate with Risk Advisory & Senior Leadership to develop consistency▻Design and manage directives for key accounts with multimillion dollar revenues►Optimized relationship practices to form strategic alliances▻Analyze and translate metrics into tactical recommendations for key accounts▻Produce double-digit growth across the board►Align external partners to offer innovative and integrated product solutions for clients►Actively develop teams through development of targeted KPIs and performance metrics▻Ensure understanding of correlation between service quality, client satisfaction and retention

United States

Member of the National Leadership and GTIL Global Client Experience Strategy Development Teams. Contributed to cross-functional initiatives in sales methodology development, culture transformation, and CRM advisory committee.Drove the strategy and development process for delivering premier client experiences through strategic learning, sales, marketing, and collaborative resources; focused on creating, protecting and transforming value for customers.Responsible for strategy development and execution for the firm’s delivery of distinctive client service across all service lines and industry groups. HIGHLIGHT OF CONTRIBUTION►Developed tools and resources to fully equip client-facing teams for better client experiences▻Launched a communication initiative to mentor staff and illustrate the integral relationship between service excellence and revenue growth►Designed and deployed a National Reporting System▻ Identified At-Risk client relationships▻Worked with C-Suite on requirements▻Translated findings into action-plans to strengthen and maintain relationships►Identified new opportunities▻Implemented high-impact KPIs▻Analyzed metrics aligned with growth objectives▻Leveraged service quality benchmarks

Southeast Area

Leader responsible for conducting Assessment of Service Quality (ASQ) interviews and operationalizing programs focused on strategic account identification, client interview execution and closed-loop feedback protocol across the Southeast's largest priority accounts, including Fortune 50 companies.HIGHLIGHT OF CONTRIBUTION►Led re-pricing strategy to improve profitability on million-dollar accounts▻Grew client satisfaction and sustainment of service partnerships►Optimized ASQ Program (Assessment of Service Quality)▻Conducted interview with priority and at-risk accounts▻Engaged teams to promote action plans to strengthen relationships and impact▻Increased revenue-generating opportunities►Coached teams and senior leaders in negotiation strategies and relationship building

Southeast Area

Consulted with Area Leadership and Area Business Development Leader to set objectives. Steered talent development programs to grow operational capacity in account coordination, marketing, proposal writing, events and research.HIGHLIGHT OF CONTRIBUTION►Directed sales support function▻Focused on operational efficiency across proposal production, event coordination and sales collaboration►Prioritized operational directives and coached teams through best practice approaches►Facilitated training and development programs through analysis and identification of deficiencies

Southeast

Developed the strategy for evaluating client satisfaction across the southeast-identified key accounts in Assurance, Tax, Advisory and Transaction Advisory Services (TAS). Worked with Area Leadership to lead the ASQ strategy across 16 southeast offices and Area Office Managing Partners to leverage their involvement. ► Designed and implemented performance metrics and reporting for evaluating Service Quality ▻ Process included At-Risk account reporting and Key Service Themes▻Improved the feedback from client interviews▻Conducted national client interviews with 1000+ C-suite executives and Audit Committees▻Collaborated with partners to develop continuous improvement action plans ▻Recruited, supervised and mentored ASQ team-4 direct reports.

Southeast

HIGHLIGHT OF CONTRIBUTIONS►Regional Lead recruiter for the TAS, Tax Consulting and BRS practices. (550 professionals)►Set recruiting strategy for each service line-Tax Consulting, TAS, BRS and Business Development.►Drove firm wide initiatives for the SEA-Minority recruitment, employee satisfaction.►Supervised and mentored area sourcing analysts and recruiting coordinators-4 direct reports.

Southeast

Director-Tax Operations 1992- 1999▻Southeast Area Director-Tax Operations ▻Assistant Director-Tax Operations▻Assistant Director-Campus Recruitment ▻Tax Consulting Manager-Client Service

Bs, Accounting, Cum Laude

Activities and Societies: Pi Beta Phi Sorority-VP, Student Government Association President's Cabinet, UofA Fencing TeamPi Beta Phi Vice.

Education record

Activities and Societies:

Customer Experience