Kandis Miller

Experience

• 

  Herold Enterprises

  Nov 2005 - Nov 2006

  Administrative Assistant

  - Created a company website. - Created charts and graphs tracking company performance. - Implemented training program for new recruits, accelerating profitability.

• 

  Verizon Wireless

  Oct 2006 - Jan 2009

  Technical Support Coordinator

  - Assisted in training new hires. - Acted as team leader during meetings and presentations. - Utilized proficiency with Microsoft Office programs (Word, Excel, and Power Point). - Used specialized programs including Remedy, MTAS, MARS, and ACSS. - Led in quality scores month after month. - Received multiple awards for performance in customer experience and data proficiency.

• 

  Office Team

  Aug 2009 - Jan 2010

  Receptionist for KB Home

  -Streamlined process for organizing and filing documents sent to storage, decreasing a week long project to only one or two days.- Attended to visitors and dealt with inquiries on the phone and face to face. - Supplied information to staff, clients and customers.- Received and sorted mail and deliveries- Scheduled and maintained appointments electronically

• 

  Office of Congressman Henry Brown

  Jan 2010 - Apr 2010

  Intern

  • Managed correspondence to and from constituents and conducted research to draft responses.• Entered data into the Internet Quorum Data System.• Assisted constituents to resolve issues with the passport office and Veteran’s Administration benefits.

• 

  Amazon

  May 2010 - Jul 2021

  · Collaborates to build partnerships with key stakeholder groups, businesses and leaders to ensure systemic problems are addressed and corrected.· Effectively communicate with both internal and external customers by adjusting communication style · Resolves complex customer issues that have been escalated to the Amazon CEO, Senior VPs, or Directors.· Dive deep into and analyze the root cause of customer pain points and partner with business teams for mutually beneficial resolutions that impact the broader customer base. · Support leadership within the CS Network by helping to resolve complex customer issues and escalating systemic problems.· Create and document new processes, and ensure team references are up-to-date.· Utilize available tools for research and tracking of escalations.· Recognize trends and emergent issues through customer feedback and community forums and takes appropriate steps to create long term solutions or escalate to the proper business owner.· Research, participate and in some instances lead process improvement initiatives to enhance the customer experience.· As a role model employee, handle public relation or legal issues, seeking guidance from the respective team and handling the matter with discretion and confidentiality. Show less • Edited text and HTML for Kindle file revisions.• Developed and reviewed test assignments for prospective service and fulfillment teams.• Conduct reviews of files to ensure that quality standards are met for publication.• Identified opportunities for product improvement and training.• Completed root cause analysis and troubleshooting of technical file and data issues.• Worked cross functionally with other business units to enhance customer service and quality.• Transitioned two department into alternate teams and outsourced vendors as interim digital services manager.• Saved cost and reduced prices for customers by creating OPI documents for conversion services• Solicited top performing print authors to onboard Kindle versions of their work, increasing eBook coverage, working cross-functionally to decrease service timelines by 55%. Show less • Facilitated conversion projects by supporting customers and ensuring high quality product delivery.• Analyzed dataset reports to determine trends and coordinate initiatives that improved timelines without compromising quality, coordinating with leadership, vendor management, and service managers.• Subject matter expert for conversion, delivering process training and writing standard operating procedures for account coordinators to gain familiarity with Kindle Direct Publishing platform.• Improved methods for tracking quality in times of high volume production. Show less

  • Executive Customer Relations Specialist

    Jul 2018 - Jul 2021

  • Account Coordinator

    Feb 2017 - Jul 2018

  • Conversion Specialist

    Jun 2013 - Feb 2017

  • Conversion Services Coordinator

    Oct 2010 - May 2013

  • Content Processing Specialist

    May 2010 - Oct 2010
• 

  Arbonne International LLC

  Jul 2014 - Aug 2023

  Independent Consultant
• 

  Upwork

  Mar 2018 - now

  Freelance Designer

  https://www.upwork.com/freelancers/~012270079af5a9f774Using my knowledge of Kindle, publishing and design softwares with a passion for pushing the limits, I act as a solution to a variety of needs including:- Dynamic PDF- Digital eBook conversion (Kindle/ePub/PDF)- Manuscript clean-up, etc.

• 

  Kandis122

  Jul 2021 - now

  Business Owner