Olivia Miller

Strategic customer success and business operations leader with 9+ years of experience strengthening customer relationships, leading cross-functional initiatives, and translating business objectives into measurable outcomes. Built and operationalized five core business functions—Marketing, Sales, Parts, Production, and Service—from the ground up, tripled company revenue, expanded market reach nationwide, and reduced the sales cycle by approximately one year. Skilled in customer advocacy, process transformation, revenue tracking, financial analysis, and performance reporting.

Head of Sales & Marketing - RBG Inc.

(2023-09)

Lead customer relationships, sales and marketing strategy, financial performance tracking, and operational development for a specialized equipment dealership.

• Tripled company revenue through business development, customer relationship management, operational transformation, and expansion from New England to a nationwide market.
• Built and operationalized five core functions—Marketing, Sales, Parts, Production, and Service—from the ground up; established SOPs, integrated workflows, performance expectations, and scalable operating systems.
• Reduced the average sales cycle by approximately one year by streamlining workflows, coordinating stakeholders, and improving customer communications.
• Increased lead conversion by 50% and marketing-generated leads by 90% through improved qualification, targeted marketing, CRM processes, and follow-up strategies.
• Manage and forecast a $15M sales pipeline, tracking opportunity progress, revenue performance, trends, and risks to inform business decisions.
• Manage marketing budgets and allocate spending across advertising, digital campaigns, promotions, and business development initiatives; evaluate campaign performance and spending effectiveness.
• Designed and administer sales commission structures, including incentive tiers, calculation models, payout guidelines, and performance-based compensation policies.
• Develop KPI dashboards, revenue tracking reports, financial spreadsheets, and forecasting tools to improve visibility, accountability, and strategic planning.
• Serve as a central customer contact, coordinating Sales, Service, Parts, Production, Finance, vendors, and manufacturers to resolve issues and deliver a consistent customer experience.
• Identify customer needs, service risks, and growth opportunities; translate technical and operational requirements into clear action plans and customer-facing business communications.
• Lead process change, staff training, and system optimization to improve efficiency, documentation, handoffs, and customer outcomes.

Financial Operations Director – Originate & Terminate - Merchants Fleet

(2021 - 2023)

• Supported enterprise fleet operations through contract review, financial accuracy, policy interpretation, and cross-functional process improvements.
• Reduced new-hire training time from six months to two months by developing a comprehensive training handbook and leading onboarding.
• Created SOPs for Sales, Client Experience, and strategic enterprise accounts, including UPS, to standardize customer-specific onboarding, offboarding, and transfer processes.
• Built tracking spreadsheets to identify inefficiencies and improve operational accuracy; participated in Agile projects from scoping through implementation.

Social Media Marketing Specialist - V12 Marketing

(2021 - 2023)

• Managed digital marketing initiatives and deliverables for 30+ client accounts, monitoring engagement metrics and recommending performance improvements.
• Coordinated content, social campaigns, blogs, website launches, and client communications across multiple projects.

Founder & Operations Manager - Rover’s Best Day, LLC

(2018 - 2020)

• Founded and scaled a customer-focused service business from one client to more than 100 customers.
• Owned customer relationships, marketing, budgeting, cash flow, scheduling, staffing, training, and day-to-day operations.

Product Specialist - Grappone Automotive Group

(2016 - 2018)

• Delivered consultative product recommendations by identifying customer needs, explaining solutions, and maintaining manufacturer and industry knowledge.

B.A. - Business Psychology - Southern New Hampshire University (2027)