Dennis D. Miller, Jr.

**** ********* **. ***# **** Gainesville FL 32608 Phone 614-***-****

abi0gz@r.postjobfree.com

Process Improvement / Compliance / Fulfillment / Quality / Production

Reengineering

Process Analysis / Projects / Budget Control / Cost Reduction / JIT /

Training / HR

Strengthen administrative and operational quality, efficiency and accuracy

in fast paced, high volume processing, service based environments. Designed

and implemented management and administrative protocols that reduced costs,

increased productivity, and exceeded customer service and organizational

performance goals. Proven team building and mentoring skills. Experience

adaptable to wide spectrum of industries.

. Sarbanes Oxley compliance reporting

. Improved Nationwide production, saving $425K in expense costs.

. Established new Nationwide complaint resolution process that saved $260K

annually.

. Built Web solution for providing Nationwide printed materials.

. Saved $20K by implementing easy mailing fix for Nationwide.

. Instituted best practices process for Nationwide that improved

efficiencies by 40%.

. Developed Nationwide community project into $200K labor savings.

. Successfully integrated Nationwide acquisition, increasing accuracy rate

from 40% to 97%.

Key Skills: Seasoned negotiator. Creative. Excellent trainer. Tactician.

Exceptional people skills. Grasp technical matters quickly. Strong verbal

communicator. Hands on. High achiever. Broad administrative skills. Action-

oriented. Handle rapid change easily. High energy. Problem solver.

MBA, Franklin University. BBA, Mount Vernon Nazarene University.

Key Accomplishments

Improved Nationwide production, saving $425K in expense costs. Determined

statement production had 60% error rate. Established audit and strong team

solution process. Created function time line to overcome statement

reprinting. Developed statement checklist and quality sampling. Overcame

high statement information error rate and rapidly moved to 100% on-time

delivery of statements.

Established new Nationwide complaint resolution process that saved $260K

annually. Call center was experiencing recurring customer complaints.

Investigated root cause and determined weak link was improperly filled out

paperwork from customers. Overcame internal confusion on processing

corrections. Developed successful new forms process. Built form teams and

tested new system successfully. Passed compliance hurdles. Reduced customer

complaints by 35%. Lowered calls into call center, saving $750K in expense

costs.

Built Web solution for providing Nationwide printed materials. Evaluated

existing printing routines and found potential goldmine in saving time and

money. Business card processing was prime cost reduction opportunity.

Changed manual processing of orders to direct Web interface with requesting

customer. Established direct order process with approved outside vendor.

Field offices became proficient with the business card order process. Freed-

up employee to assume new duties, saving company $170K.

Saved $20K by implementing easy mailing fix for Nationwide. Shipping of

ordered forms was antiquated and expensive. Shipping label required manual

intervention. Order required a peel off label to ship the package.

Evaluated inefficiency and implemented a window envelope solution. Change

lowered material and labor costs.

Dennis D. Miller, Jr.

2600 Williston Rd. Apt# 1402 Gainesville FL 32608 Phone 614-***-****

abi0gz@r.postjobfree.com

Instituted best practices process for Nationwide that improved efficiencies

by 40%. Regional operations support team saw uneven work spikes. Determined

shifting existing labor would overcome the problem. Instituted a cross

training program and closely monitored daily production counts. Moved

higher volumes of work and successfully balance work load. Enabled a

reduction in the workforce, a $460K expense that was absorbed into other

departments. Eliminated the need to hire new associates. Established a 99%

on time delivery level.

Developed Nationwide community project into $200K labor savings. Selected

to build community program making gainful employment available to the

disadvantaged. Identified work functions that would benefit from labor pool

that would provide immediate work spike elimination and reduce overtime

expenses. Successfully negotiated with departments to use the flexible

labor pool. Grew the program from two to 119 participants. Program easily

covered a 19% increase in business, and saved $200K in overtime expenses.

Successfully integrated Nationwide acquisition, increasing accuracy rate

from 40% to 97%. Quickly determined statement team formed by merging

acquired team into corporate structure. Melded divergent computer systems

and support administration into one unified process through strong

communications and quality cross training. Established cross-functional

buddy system. Improved team performance and quickly solidified group into

high performance team. Increased accuracy rate and eliminated wasted time

used to fix errors.

Career History

Unemployed working Part-time 2007 to Present

Shortly after my job was eliminated through a department

reorganization my wife was informed that

Her position would be moving to Gainesville Florida.

We decided I would wait and work part-time

until her position was moved to Gainesville.

Nationwide Retirement Solutions. Manager Forms and Fulfillment, 2003 to

2007.

Managed day-to-day life cycle of critical public retirement plan forms,

prospectuses. Responsible for JIT fulfillment and shipping of forms.

Maximized efficiencies to integrate an additional 20% in work load

increases while delivering a 40% staff reduction through self-designed

process changes. Set culture that ensured high moral. Improved

productivity through technology upgrades including Web portals.

Produced requests for proposals and SEC control information. Directed

eight associates and managed $900K budget.

Statement Manager, Nationwide Retirement Solutions, 2002 to 2003.

Created and delivered 1.4 million quarterly financial statements to

covered individuals. Responsible for $1.2M budget. Led ten

professionals. Reengineered production processes. Set proactive

scheduling standards. Improved productivity by 57% by eliminating

duplicated production. Achieved high accuracy and 100% on-time

delivery.

Nationwide Insurance Corporate, Human Resources Business Analyst, 2000

to 2002.

Regional corporate employee demographics analysis and reporting.

Provided Equal Employment Opportunity (EEOC) tracking and ad hock

reporting with PeopleSoft (HRIS) and Nationwide job application monthly

vendor reports. Produced cost benefit analysis and yearly budget

documentation.

Nationwide Services, Project Manager - ARC Services, 1993 to 2000.

Responsible for establishment, marketing and management of corporate

project to utilize disabled workers, for immediate clerical work

spikes. Coordinated corporate interface to Franklin County MRDD

corporate/community work project. Managed 19 county supervisors and 100

contract employees. Oversaw $1.9M budget. Reduced overtime costs.

Delivered 19% increase in high volume production environment.

Developed and gave sales presentations to gain new corporate customers.

Community Involvement

GCM (Gainesville Community Ministry) Angel Food and Jobs for life

mentor helping the unemployed learn the skills they need to find good

jobs.

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