William Miller Email & Phone Number

Fredericksburg, Va, Us

Cambridge, On, Ca

Responsible for facilitating and driving the successful implementation of the lean-based business management system within the company’s commercial organizations for continuous improvement in processes and performance. ⇨ Integrating Lean thinking into the front end of the business processes. Developing and deploying critical growth tools as part of the business management system to support 28+ decentralized business units.⇨ Working closely with Sales, Service and Marketing leaders to define and implement KPI's to maximize impact on performance.⇨ Benchmarking best practices and processes for Sales, Service and Marketing teams to align metrics and utilization of Salesforce CRM and related tech stack. ⇨ Assisting in educating employees across all levels of the organization to build a culture of continuous improvement thru the utilization of the business management system and technology solutions.

San Diego, Ca, Us

Developed and delivered enterprise-wide CRM strategies and programs encouraging team member efficiency and personalized service in support of customer retention and loyalty. Led CRM projects and introduced new capabilities to meet emerging business needs. ⇨ Identified enterprise business process/operations improvements to realize efficiencies and increase impact.⇨ Led business to fully utilize current platform, tools and tech stack to better realize expected ROI.⇨ Crafted innovative, forward-looking strategies which leverage the power of the Salesforce platform and transform complex, rapidly growing company to gain competitive advantage and growth in their markets.⇨ Developed multi-year, strategic roadmaps for immediate delivery that prioritize investments and support business objectives.⇨ Championed solution/organizational adoption and strategy evolution to continue to deliver value with fast increment delivery cycles.

Brea , Ca, Us

Handpicked for this new position in growing Aerospace distribution company to assist with a large acquisition and the merger of sales and customer service teams into Proponent while erecting a new sales operations strategy from the ground up. Created a customer-focused culture for $500M revenue business. Established Sales methodologies and processes while guiding team in support of improvements to Salesforce CRM/CX programs, contracts, sales, customer service, e-channels, and business analysis capabilities.⇨ Created a process for supporting Salesforce projects, which involved a formal process to launch campaigns, track successes, and provide visibility.⇨ Driving force to deploy Salesforce CRM in sales operations to enhance overall operational performance. Trained team in capabilities of program to drive revenue.⇨ Executed a “customer communities” platform on the company website and through e-commerce channels, improving communication and tracking for customers.⇨ Improved customer experience through engineering a case management process to expedite support services and issue resolution.⇨ Leveraged relationships with the Salesforce team and 3rd-party integrators to capitalize on the massive Salesforce support capabilities.⇨ Captured approximately $600K in annual cost savings through the development and implementation of an automated tool to improve ordering and quoting, which delivered improved accuracy, a reduction in late deliveries, lowered time to calculate ship dates, and enhanced customer satisfaction.⇨ Collaborated with customer relationship team and IT in the development of a web-based quoting tool, saving over 1,000 man hours annually.⇨ Designed and implemented global Net Promoter Score system as a KPI to measure customer loyalty, providing a clear view into customer feedback, and identifying marketing and sales opportunities at targeted business segments.

Brea , Ca, Us

Promoted to develop global sales and service strategies within the aftermarket and OEM aerospace industry.⇨ Spearheaded integration of 10 global sales teams from numerous acquisitions and expansions within Asia, South America, Europe, and the US. Established and implemented standardized policies, procedures, strategies, and best practices aligned to the Kapco business model, resulting in a revenue increase from $120M to $250M.⇨ Designed, implemented, and optimized the Salesforce.com CRM tool to capture customer information.

Brea , Ca, Us

Supported the development, implementation, and review of systems and strategies to drive continuous process improvement, leverage the effective use of technology, including Salesforce.com CRM, and instill a proactive customer service environment.

Master Of Computer Information Systems

Graduate Certificate, Business Intelligence

Bachelor Of Science, Finance