Millie B.

Built the CX operation from startup stage into a structured, scalable function across five sales channels and 86,000+ annual orders. Lead a team of 3 customer support specialists handling 4,100+ tickets per month and work cross-functionally with fulfillment, product, and warehouse teams to drive resolution processes, reduce returns, and improve the end-to-end customer experience. • Return Rate Reduction: Reduced product return rate from 45% to 15% (2022–2025) by redesigning the full returns process from customer initiation through warehouse receiving, building out a replacement parts program that resolved damage claims without full returns, and standardizing workflows across five sales channels. • Resolution Time: Cut average resolution time by 51%, from 563 minutes to 276 minutes (2024–2025) through Zendesk workflow optimization, trigger architecture, and process redesign. • Customer Satisfaction: Implemented CSAT and NPS tracking, establishing both as core KPIs for the CX team. Improved CSAT from 82% to 91% within one year; NPS steady at 72%. • Marketplace Expansion: Launched Amazon and Walmart marketplace channels, contributing 14% of total annual order volume (Amazon 12%, Walmart 2%). • Platform Administration: Administered Zendesk Suite Professional for 5+ years including configuration, reporting, AI bot rules, triggers, and automations. Built and migrated the Support Help Center from Shopify to Zendesk's native knowledge base, directly enhancing self-service capability. • Operational Foundation: Wrote all SOPs and SLAs from scratch, defining operational standards, service commitments, and performance expectations for the CX team. • Data & Reporting: Built the CX reporting framework from scratch, using data to drive automation decisions, staffing, and process improvements. • Platform Migration & AI: Led CX platform migration from Zendesk to Commslayer, deploying AI agents for automated ticket classification and customer response across communication channels.

Led all operations and marketing for a 10-location, 57-employee convenience store chain. Directed 10 store managers, owning P&L, purchasing, vendor management, hiring, training, brand identity, and performance metrics across all locations. • Purchasing & Vendor Strategy: Optimized purchasing and vendor strategy across all locations, reducing stale/dead stock by 7% year over year, improving margins by 12%, and trimming vendor count by 4% through trend-based analysis, contract renegotiation, and product mix optimization. Managed all vendor relationships including national brand partnerships with Coca-Cola and MARS, securing $7K+ in co-op funds to offset rebranding costs. • Turnover Reduction: Reduced employee turnover from 90% to 45% within two quarters by designing and implementing a structured hiring, onboarding, and training system across 10 stores, including automated scheduling, training tracking, and bonus administration. • Flagship Store Launch: Designed and built a flagship store concept carrying expanded product categories, leading the project from site acquisition through buildout including budgeting, interior design, vendor sourcing, and ROI forecasting. Developed a new fresh breakfast revenue stream from concept through execution, then scaled it across all 10 locations. • Brand & Digital: Designed a new company logo, rebranded all 10 locations with consistent in-store signage and marketing, and partnered to design and launch the company website.

• Led a team of 6 Medical Assistants, providing hands-on coaching and guidance to help each team member meet their personal and professional goals. • Worked directly with the CFO to implement company and departmental budgets and identify key metrics to track business growth. • Managed recruiting, hiring, and onboarding for new team members. • Wrote and implemented training playbooks for Administrative, Clinical Research, and Medical Assistant teams.

• Coordinated clinical research studies involving data collection, documentation, and analysis at Diabetes & Endocrinology Consultants, PC. • Implemented procedures to collect and evaluate data from patient charts, medical records, interviews, and diagnostic tests. • Ensured compliance with regulatory agency protocols, monitored patient progress, and documented adverse events. • Developed forms, questionnaires, and procedures manuals for data collection and coding.

• Promoted from Personal Banker to Store Manager in under 2 years. • Managed a $52M deposit branch and a team of 6-10, owning P&L, compliance, hiring, coaching, and customer experience. • Awarded Service Excellence Champion for top customer experience performance.

• Managed a customer portfolio of retail banking products and services, cross-selling across all product lines with the goal of acquiring 100% of each customer’s business.

• Created and implemented marketing strategy and social media campaigns to brand the company’s products and services. • Managed all external advertising accounts including radio, web design, and TV. • Built first-year budget standards and set goals for the next three years. • Analyzed ROI, supply chain value, and P&L statements to drive business decisions. • Provided weekly production reports to streamline operations.

• Positioned Sunrise as the preferred provider of senior care through strategic external business development, social networking, and customer retention projects. • Planned and executed promotional events and provided statistical analysis on results. • Supervised a team of 6 concierges and maintained the customer relationship database. • Exceeded monthly sales goals consistently through relationship management.