The document is a resume for Donna Miller, who has over 20 years of experience in customer service and sales support roles. She has a proven track record of exceeding expectations and uses technology to enhance customer service. Miller currently works as a Sales Support/Planner/Inventory Analyst/Warehouse Supervisor for Sock & Accessory Brands Global, where she oversees warehouse operations and ensures orders are complete and on time. Previously, she held customer service management roles at PGT Industries and Atrium Windows and Doors, developing training programs and serving as a liaison between departments.

1. DONNA MILLER
253 Mallard View Lane, Winston Salem, NC 27127
(336) 250-7461  tmiller51@triad.rr.com
Energetic Customer Service Professional with 20+ years of experience leading and training staff in all
customer service and client relations programs, plans, and initiatives. Established record of performance
in exceeding corporate and client expectations. Attentive listener and expert communicator with a talent
for quickly determining customer needs and applying appropriate solutions to meet those needs.
Technically astute and embrace technology to enhance customer service. Honest and dedicated with a
high degree of professionalism. Team builder and leader with a strong work ethic and established
reputation for quality, satisfaction, and results.
PROFESSIONAL EXPERIENCE
Sales Support/Planner / Inventory Analyst/ Warehouse Supervisor
Sock & Accessory Brands Global LLC, Mocksville, NC (12/2010 – Present)
 Perform in a multifaceted role within sales support, customer service, inventory management,
scheduling and purchasing.
 Serve as a liaison between sales,customers, design and factories in order to develop and produce
products that will have a high sale through rate.
 Create informative documents that will provide clear direction to the factories on how to produce,
package and label products.
 Create and analyze reports to determine profit margins, trends, inventory levels, and top selling
products.
 Accountable to oversee the entire warehouse operation which receives and stores,moves and
ships product to and/or from the warehouse while making safety,efficiencies, and customer
service a priority.
 Supervises and coordinates the activities of those engaged in the loading, unloading, moving and
storing customers’ product in an efficient and safe manner.
 Ensures customers’ orders are complete and on time – the right quantities in the right place at the
right time, in the right loading patterns.
 Increased efficiency from 63% to 120%, reduced turn over by 55%, and reduced charge backs by
63%
Customer Service Manager
PGT Industries, Salisbury, NC (9/2007 – 12/2008)
 Planned, coordinated, and managed all start-up requirements and functions for the new Customer
Service Division.
 Created business plan, and developed business processes, procedures, and departmental goals.
 Worked closely with IT in development/implementation of ACD Call Center Management Phone
and Reporting System, as well as all hardware/software for the department.
 Implemented new goals and programs for optimum customer service and increased client
satisfaction via call response within 30 seconds (90% of time), returned quotes in 30 minutes, and
less than 3 data entry errors for every 1,000 lines entered (99.7% accuracy).
 Recognized as an integral leader for product development to meet customer needs, building
codes, and product pricing for strategic placement of PGT Industries in the marketplace.

2. National Sales Trainer
Atrium Windows and Doors, Welcome, NC (11/1993 – 9/2007)
 Performed in a multifaceted role within customer service, training, and operations.
 Developed and presented informative and participatory training sessions on products, systems,
and procedures for customers and clients, as well as newly hired employees, and sales/operations
teams.
 Served as a liaison with all company departments and IT division on all systems and programs for
optimum technical services and programming. Reported on any changes/requests of customer
base for an enhanced web based order management systems.
 Developed Q&A for system changes and upgrades prior to live releases that enhanced technical
operations and work efficiencies.
 Recognized as a road warrior who travelled onsite to multiple customer locations and provided
systems, product, and procedure training and instruction.
 Key participation on multiple new product designs and implementations.
EDUCATION
College Credits in Business Administration
Davidson County Community College, Thomasville, NC
Credits Acquired Toward Nursing Degree
University of Kentucky, Lexington, KY