Larry Miller

 

3988 West Red Tail Drive                 (801) 376-1400
Riverton, UT 84065                 www.linkedin.com/in/larrymiller363       larrymiller363@comcast.net

 

 

SUMMARY OF QUALIFICATIONS

 

Senior executive with extensive experience in customer support operations startups, turnarounds and fast-growth environments for small, privately held organizations to global companies. Proven ability to deliver financial savings, systems and process innovation, and increased customer satisfaction through improved service quality and response.

 

 

§   Quality Improvement	§   CRM Program Management	§   Process Improvement
§   Customer Satisfaction	§   Performance Metrics Development	§   Systems Innovation
§   In-Service Training	§   Policy Development	§   Budget Planning

 

 

PROFESSIONAL HIGHLIGHTS

 

 

FIELDSYNC, LLC, Boise, ID                                     

Privately held company specializing in web and mobile applications focused on vertical markets that require real-time data and data synchronization in the field.

Vice President, Operations

Executive oversight and direction for Client Service, Technical Support, Quality Assurance and Testing, Human Resources and Facilities.

§    Streamlined and automated CRM system for internal and external responses, updates, account management incident history and senior management dashboard reporting.

§    Initiated, developed agenda and format, and facilitated weekly senior management meetings to review KPI’s, key strategic and tactical objectives and current challenges.

§    Spearheaded, launched and managed transition from 12 hour to 25x7x365 service and technical support.

§    Established formal QA process for testing web and mobile instances for UI and application consistency and stability.

 

PGP CORPORATION, Draper, UT                              

Privately held data encryption company specializing in email, file and physical drive encryption.

Director, Customer Service and Systems

Directed Customer Service, Tier I Technical Support, Service Analytics and CRM Systems teams to support North America and EMEA.

§    Led hiring and training of 3rd party outsourced team for transitioning staff from outsourced to permanent.  Drove site-selection and relocation logistics, including site acquisition and build out. Realized more than $1M in annual savings in first year.

§    Evaluated, acquired and directed implementation of all customer-facing systems and service and support applications, including Service and Support Portal / Ticketing System, Community Forum, Chat and Virtual ACD Center.

§    Led cross functional Customer Experience Project based on J. D. Power Customer Satisfaction Survey. 92% of all ecommerce and internal systems and process issues resolved within 30 days of completion of assessment.

§    Member Pricing Operations, Product Launch, Corporate Web Council, Google Appliance Implementation and SAP Transition Teams.

 

 

CINGULAR WIRELESS, Dallas, TX, / Lafayette, LA  

The second-largest publicly held wireless carrier in the United States.

Director, Key Accounts Customer Care

Directed Cingular’s Key Accounts (Fortune 1000) Division centralized operations for Customer Care and Internet Order Processing.  Responsible for the development of measurements, systems and processes to meet or exceed corporate service level and service cost goals.  Established and drove standards and efficiency improvements throughout the Customer Service Operation. 

§    Developed business and project plan, including systems requirements, budget, organizational structure, training and account transition schedules, process flow charts, relocation strategies, and detailed project timeline for transitioning Strategic Accounts Customer Care Operations from Dallas, Texas, Atlanta, Georgia and Pleasanton, California to single consolidated location.

§    Member Corporate-Wide Business Redesign Team.  Directed cross-functional task force on Activations and Customer Support.  Delivered improved business processes models for Sales and Customer Support targeted to increase processing efficiency by more than 30%. 

 

Comercis / eTradeshow.com, Dallas, TX               

Privately held web site hosting and developer focused on the tradeshow industry.

Vice President, Customer Service Operations

Directed hiring, training, planning, pricing and budgeting; led Creative Services, Quality Assurance, Customer Service, Project Management and Technical Standards teams; staff of 45 with an annual budget of $1.5M.

§    Developed staffing, pricing, budget and customer management models and managed all recruiting, hiring and training to support first year revenue growth to $1M.

 

§    Developed and created company-wide Employee Policies and Procedures Handbook and formal job descriptions, ensuring hiring practices conformed to state and federal requirements.

 

§    Directed overall project management of two physical moves, including finish-out, wiring and cabling, furniture, and implementation of ACD and back-up systems.  Managed both moves, on budget and on time, with minimal to no disruption to ongoing business.

 

 

Acacia Teleservices International, Eugene, OR                   

Privately held call center specializing in catalog order processing, direct response advertising and consumer product support.

Vice President, Customer Operations

Directed planning, budgeting, staffing, service, and quality measurement systems; led Customer Service, Account Management, Human Resources, Quality Assurance and Client Programming teams.

§    Produced and implemented new-hire workshop and Quick-Reference systems guide, increasing agent time to productivity by 50%.

§    Restructured call center workflow and redesigned ACD call-routing criteria, reducing on hold percentages by more than 30%.

 

§    Automated HR application tracking and response processes and integrated client contact and reporting systems, eliminating redundant data entry and reducing labor efforts by up to 70%.

 

 

Symantec Corporation, Cupertino, CA / Eugene, OR                            

Publicly held international software publisher specializing in utility and security programs.

Director, North American Customer Operations

Led Customer Service, Order Administration, Service and Business Communication Skills and Technical Training teams; staff of more than 200 with a $10M annual budget.

 

§    Spearheaded Executive Management Committee in consolidation and relocation of Technical Support and Customer Operations groups from seven geographically dispersed locations to a central location.  Completed project on time and under budget, realizing annualized savings in excess of $4 million.

 

§    Created formal career path matrix, and Customer Service Skills and Management Development curriculum for 350+ service and support organization.  Delivered more than 3,200 classroom hours to 870 participants in one year.  Became corporate-wide model for training programs.

 

§    Member of Merger & Acquisitions Team, completing 13 successful acquisitions and integrations of service groups from a wide range of software companies with revenues from less than $1M to more than $100M.

 

Education

§    Business Administration: Oakland Community College, Auburn Hills, MI.

 

Professional Training

§    Competing for the Future: Gary Hamel, Professor of Strategic and International Management
London Business School.

§    Jumping the Curve – Innovation and Strategic Choice in an Age of Transition: Nicholas Imparato, Consultant and Professor, McLaren School of Business, University of San Francisco and Oren Harari, Senior Consultant Tom Peters Group and Professor, McLaren School of Business, University of San Francisco.

 

INDUSTRY RECOGNITION

§    Selected as Best Practices model for Customer Service Processes in the software industry by the Center for Performance Management, Austin, Texas. Other companies recognized for service process excellence included Victoria's Secret, L. L. Bean and Federal Express.

§    Cited in more than 17 trade and business publications, including The Wall Street Journal, Call Center Magazine, InfoWorld, The International Customer Service Association News and IBM Profit Magazine, for process and technology innovation in customer service.

 

OF RELEVANCE

§    Former board member of the Salt Lake TechSkills Training Center Business Advisory Board, the Business Advisory Board of Lane Community College in Eugene, Oregon and the Eugene/Springfield Oregon Metropolitan Business Partnership.