Kerri Miller
Sandwich
Summary
Operations and customer service expert specializing in cross-functional collaboration to optimize business processes. Led initiatives that unified workgroups and enhanced inventory management, contributing to significant recovery of lost assets and streamlined operations. Extensive experience in training, development, and change management drives team effectiveness and operational excellence.
Overview
28
28
years of professional experience
Work History
CSS Sr. Coordinator, Field Sales Support
Johnson & Johnson
08.2020 - 12.2025
- Led collaboration between Supply Chain and Sales to recover $11.1 million in lost inventory and eliminate holds on $26.2 million in inventory.
- Partnered with cross-functional teams including Marketing, Legal, Distribution, Master Data, and Sales to align business processes and drive operational excellence.
- Unified workgroups into Advanced Inventory Management organization, enhancing process consistency and data integrity while elevating customer experience.
- Developed automated reporting solutions that improved efficiency, accuracy, and decision-making capabilities.
- Contributed to system implementation, testing, user acceptance, and business simulation activities, facilitating seamless transitions and operational readiness.
- Presented project updates and change management recommendations to leadership and business stakeholders.
- Authored and maintained 50+ work instructions, supporting over 50 process improvement initiatives to streamline operations and enhance team efficiency.
- Successfully trained and supported 54 users on MyMediset processes and system functionality.
FSL Operations Specialist
Johnson & Johnson
01.2016 - 01.2020
- Provided 24/7 operational support for Sales Consultants across Trauma, CMF, and Spine divisions.
- Managed complex order management, escalations, inventory movement, and customer-facing operations.
- Implemented a UPS process improvement initiative that reduced processing time by 46%.
- Redesigned after-hours support operations, reducing overtime and enhancing work-life balance for team.
- Managed approximately 1,800 reservations per month as site lead for CSS operations.
- Established scheduling and staffing processes that optimized resource utilization and enhanced team effectiveness.
Customer Service Coordinator
Johnson & Johnson
04.1998 - 01.2016
- Consistently exceeded performance metrics and ranked among top performers in call volume and customer support.
- Coached and mentored peers, improving team performance and increasing customer satisfaction scores.
- Delivered nationwide support for Spine, Trauma, CMF, Mitek, Codman, and Joint Reconstruction divisions, ensuring timely and effective customer service.
- Led process improvement initiatives, streamlining operations to enhance service delivery and reduce costs.
- Managed document retention compliance and coordinated workload distribution across the team.
Education
High School Diploma -
Brockton High School
Brockton, MA06-1992
Skills
- Inventory Optimization
- Project Management
- Process Improvement
- Change Management
- Cross-Functional Leadership
- ERP systems
- User Acceptance Testing
- Data Analysis & Reporting
- Sales Strategy Development
- Training & Development
- Microsoft Office Suite
- Customer Service Excellence
Timeline
CSS Sr. Coordinator, Field Sales Support
Johnson & Johnson
08.2020 - 12.2025
FSL Operations Specialist
Johnson & Johnson
01.2016 - 01.2020
Customer Service Coordinator
Johnson & Johnson
04.1998 - 01.2016
High School Diploma -
Brockton High School