Georgia Southern University

Diablo Valley College

Director Of Operations at Heirborn Servants

•	Manage internal and external marketing communication
•	Coordinate relationships with Marketing partners
•	Collaborate with other teams to identify the public voice of the brand
•	Provide oversight to brand voice for all public relations, marketing, advertising, and other vital departments
•	Consult with all team members to develop effective communication 
•	Draft and communicate press releases and social media following organizational news
•	Lead content development 
•	Develop and post Social Media marketing materials 
•	Perform communications research and monitor the progress of various communications strategies

Heirborn Servants

Communications Manager

•	Coordinate client offsite sessions
•	Manage all client session specific assessments 
•	Protect sensitive client information and handle with discretion 
•	Prepare reports and update internal databases
•	Prioritize, and follow up on incoming client activity 
•	Bridge communication between Principal consultant, clients, and internal departments; demonstrating leadership to maintain credibility, trust, and support 
•	Work closely and effectively with the Principal Consultant to keep him well informed of upcoming commitments and responsibilities 
•	Build relationships and manage special projects 
•	Source effective tools and resources to increase productivity
•	Follow up with clients and prospects to maintain the cultivation of ongoing relationships 
•	Microsoft Suite, Google suite, Constant Contact, Salesforce, Voxer, Quickbooks, Proprietary assessment systems

The Table Group, a Patrick Lencioni Company

Buisness Manager

•	Provide resale books, DVD's, video games, electronics, high demand fashion items, and household items

eBay & Amazon Seller Services

Entrepreuneur

•	Work closely with Heirborn Leadership to create engaging content for the organization’s social media presence, including keeping social media channels updated and brand-focused.
•	Seek new social media avenues and ways of connecting with audiences.
•	Manage company social media channels, including Facebook, LinkedIn, Twitter, Instagram, YouTube, and other relevant platforms.
•	Engage in social media presence creation on new and emerging social media platforms.
•	Create dynamic written, graphic, and video content.
•	Create content that promotes audience interaction, increases audience presence on Heirborn sites, and encourages audience participation.
•	Work with Heirborn leadership to post content for events.
•	Develop social media campaigns for ongoing needs (car donations, financial donations, partners, mentors, & ministry partners).
•	Analyze and report audience information, demographics, and success of existing social media channels.
•	Propose new ideas and concepts for social media content.
•	Works with Heirborn team members to coordinate campaigns with social media strategy.
•	Manage all social media communications.
•	Create timelines and scheduled content (Hootsuite) to create a consistent stream of new content for audience interaction while analyzing, managing and altering schedules where necessary to optimize visits.
•	Follow organizations and individuals who follow Heirborn.
•	Create a bi-annual newsletter.
•	Create marketing flyers for print, social media, and email marketing.

Social Media Communications Strategist

•	Collaborate with the founder and Board on long-term operational plans
•	Develop and manage brand across social media platforms (Facebook, Linkedin, Twitter, Instagram)
•	Build and maintain relationships with Heirborn partners
•	Identify and develop new partnerships
•	Maximize team efficiency and productivity 
•	Set strategic goals for operational excellence
•	Recommend solutions for improvement throughout organization
•	Develop, plan, and monitor day-to-day operational systems 
•	Manage and implement marketing and social media 
•	Develop and rebrand Heirborn Servants website
•	Devise strategies to ensure growth and minimize costs
•	Uphold organization policies and standards, ensuring legislative regulations are followed
•	Work closely with all team members serving with integrity to ensure a trusting, inclusive, and productive environment
•	Lead the operational aspects of the “Give Rides” program

Director Of Operations

•	Determine and sell ideal service package options to prospects and current clients
•	Function as a company leader and integral part of the marketing and sales teams to influence the client experience
•	Subject matter expert on competitor trends, market position, and threats in staffing and recruiting
•	Track industry opportunities inclusive of business unit service recommendations
•	Lead the development of a visual map of the entire client experience from contract through termination.
•	Coach all departments on operational best practices and efficiencies based on client experience map
•	Own analysis and reporting of trends in attrition inclusive of industry, longevity, and lead source
•	Provide bi-monthly & quarterly reporting to senior leadership on industry, competitive, and attrition findings
•	Develop exit interview process and reporting to track terminating clients and improvement opportunities
•	Collect and communicate client impact stories for marketing purposes 
•	Cultivate enhanced client experiences inclusive of client webinars, tools, and resources
•	Utilize extensive company expertise for ad hoc project management across teams
•	Manage client focused projects to implement new initiatives and processes

BELAY

Brand Experience / Solutions Consultant

•	Manage and develop a team of 12 Relationship Managers and Team Administrator 
•	Cast vision for the Relationship Managers and Team Administrator 
•	Lead bi-monthly team meetings 
•	Educate on new technologies, shared knowledge, best practices, and efficiency recommendations
•	Participate in leadership and ad-hoc meetings with cross-functional departments
•	Manage escalations to enhance the quality of the client experience
•	Identify and develop leadership within the team
•	Develop the process for and conduct client exit interviews, analysis, and reporting to the corporate CRM system (Infusionsoft) 
•	Contact terminating clients directly based on exit interview response
•	Lead training and development of new team hires
•	Evaluate and redefine Relationship Manager role expectations and requirements as the business grows and develops
•	Interview and identify new hire candidates
•	Meet company-driven attrition goals, focusing on client satisfaction and retention
•	Own client attrition reporting and analysis
•	Provide oversight of contract engagement hours and discrepancies
•	Promote BELAY culture by sharing in the administration of the private team Facebook page 
•	Maintain an overview of the contractor placement process
•	Review team workflow, identifying improvement opportunities where needed
•	Invoicing approval and oversight for the contractor team in bill.com
•	Supervise team reporting and Team Administrator data entry
•	Produce month end managerial report
•	Participate and own any CRM initiatives related to the Client Relations Team
•	Provide insight and recommendations to the processes, systems, and service-lines as the business grows and needs change
•	Manage and develop the content for 2 private client forums on LinkedIn & Facebook
•	Client monthly newsletter development and broadcast
•	Manage monthly Basecamp (BC) projects for marketing initiatives
•	Review ongoing client surveys and provide team coaching and feedback to ensure successful engagements

Client Relations Manager

•	Own and analyze client attrition and report to senior leadership to make effective business decisions (client exit interviews, analysis, focus groups, and data pull)
•	Manage the BELAY Leader Forum client Facebook Page 
•	Conduct monthly topic-driven webinars/focus groups for all BELAY clients focusing on the needs and trends of the business
•	Lead content development for the Client Relations Team in support of client engagement needs (info-graphics, collateral, client welcome packet, etc.) 
•	Collaborate with the Client Relations Team in escalation situations or when necessary to help advise, counsel, and brainstorm to maintain the integrity of the client relationship 
•	Develop new ways to reach and serve BELAY clients to extend longevity and present BELAY as a leader and expert in the industry 
•	Demonstrate the company core value of “gratitude” to all clients and reinforce this value on a consistent basis
•	Enhance brand equity of BELAY by connecting our clients to BELAY in a meaningful, helpful way 
•	Redesign “client sat” scoring and methodology and enhance where necessary to gain clarity on attrition and retention
•	Advocate on behalf of the client in determination of company enhancements and change 
•	Partner with all necessary BELAY team members, to achieve company objectives inclusive of Marketing, Sales, Client Relations, and the Leadership Team
•	Produce month end managerial report and client data noted in InfusionSoft CRM

Client Relations Advocate

•	Responsible for a roster of over 60 client and contractor partnerships 
•	Manage the development of meaningful relationships between existing BELAY clients and contractors throughout the engagement relationship (the relationship between BELAY, the client, and the contractor)
•	Serve as an advisor to clients and contractors to ensure the most productive and satisfying experience for both parties 
•	Demonstrate responsiveness, professionalism, attention to detail, organizational skills, technology savvy
•	Conduct relational and efficiency coaching to clients and contractors
•	Coach client partners on tools, technology, and operational improvements in their business

Relationship Manager

•	Designed school brochures, marketing materials, and school flyers
•	Created and maintained school Facebook & Twitter page
•	Modeled God’s unconditional love in a very loving and nurturing classroom environment for children of all backgrounds
•	Developed and applied age appropriate lesson plans
•	Implemented programs to develop fine and gross motor skills
•	Observed and evaluated children’s performance, behavior, social development, and physical health

Parkway Baptist Preschool

Social Media Manager / Lead Teacher / Assistant Teacher

•Managed a loving home environment to two incredible children.
•Provided faith, school, life based coaching and tutoring to children.
•Assisted in the care and development of autistic nephew.
•Designed and created custom beaded jewelry.

Miller Household / JwLe Designs / eBay

Homemaker / Parent Advocate /  Entrepreneur

•	Managed a team of 12 Extranet Service Consultants in the Manufacturing Industry
•	Worked closely with cross-functional teams to meet specified targets

GE Power Systems - Synergenet

Director of Extranet Services

•	Managed a team of 6 Content Operations Specialists and 1 Content Manager
•	Forecasted resource needs and schedules
•	Developed and defined process and procedures for all cross-functional teams responsible for the acquisition of strategic goals

Autodesk - Buzzsaw.com

Sales Operations Manager

•	Lead and negotiated the resolution of issues with delivery, credit, pricing, and collection involving national bottlers and customers
•	Key team member responsible for customer contract negotiation including execution of new contract agreements and store ownership transition
•	Provided detailed beverage volume analysis to 3 key business groups within the North America Fountain sales division
•	Analyzed and defined brand and package trends in support of team sales initiatives
•	Managed marketing prepayment and reconciliation for 3 national chain customers equaling $1.7 million in capital spending
•	Developed and maintained long-term relationships with various bottlers and national customers

The Coca-Cola Company

National Chain Account Specialist

•	Served as the internal and external operations expert on equipment, distribution, and account maintenance for 106 area chains and 10 sales executives
•	Resolved customer issues relating to billing, equipment technical problems, and equipment installation and replacement
•	Acted as the subject matter expert in defining a new company position through the combination of 2 existing roles
•	Managed the capital budget by developing and coordinating new and used equipment placement plans

Area Chain Account Specialist

•	Utilized diverse tracking systems to provide rapid equipment service and repair to customer accounts
•	Managed daily schedules and workload of 16 equipment service technicians
•	Coordinated and prioritized service call assignments based on call location, service requested, and customer need
•	Solved simple to complex equipment problems over the phone

Senior Customer Service Coordinator

•	Operated multiple computer systems to provide efficient installation and removal of Coca-Cola fountain equipment	
•	Provided necessary equipment tracking and control to reduce capital loss

Kelli Ann Miller