DAVID W MILLER

Garden Grove, CA ***** LinkedIn @DavidWMiller

714-***-****

adealb@r.postjobfree.com

Customer Service Supervisor/ Project Manager

Responsible and highly motivated professional with solid and diverse experience in a variety of fields managing overall operations, customer service, and optimizing organizational processes. Highly reliable with profound problem analysis and problem-solving skills adept at engaging requirements while designing business solutions based on strong technical expertise and experience. Highly dependable in delivering effective issue resolution and support utilizing various system, with strong ability to assimilate job requirements, and successfully implement and complete projects. Strong technical and business qualifications with an impressive track record of hands-on experience in strategic planning, process improvement, project management and operations management. Excellent analytical skills with keen attention to detail, ability to analyze situations, and research information to develop sound and ethical business solutions. Proactive with excellent interpersonal and communication skills, experienced in working with different personalities including clients as well as working on own initiative.

Core Competencies

Organizational Leadership Operations Management Project Coordination Team Management Problem Resolution

Strategic Planning & Execution Client Relations Management Project Management Process Improvement Research

PROFESSIONAL EXPERIENCE

C & M Contracting

Project Manager / Customer Service 7/2017- present

Handle ordering and project scheduling on large projects from dirt jobs to finish carpentery. Working directly with superintendent and project managers on large scale projects to completion. Major companines are Starbucks, Pilots/Flying J truck stops and RedFin Now. Also worked small homeowner projects such as: windows, doors, decks, plumbing, electrical, drywall and painting. I was in charge of all equipment stocked on the work trucks leaving the yard.

Kaiser Permanente 2/2017-5/2017

Customer Service

Handle inbound calls with integrity and accurate information provided, adding value and increasing productivity.

Answering and Processing transactions on member accounts with accuracy and providing solutions on benifts questions. All with a focus of perfect attendance and increasing a wonderful teamwork environment

Capital Group 6/2014 – 8/2016

Sr Associate /Customer Service

Handle large amount of inbound calls with integrity and accurate information provided, adding value and increasing loyalty.

Processing transactions on account maintinence with 100% accuracy and providing solutions on issues and opportunities all while keeping my average handling time down and also increasing customer compliments. All with a focus if perfect attendance and increasing a wonderful teamwork environment.

Verizon Wireless 8/1995 – 5/2014

Fraud Prevention / Customer Care Supervisor and Consultant

Implemented Fraud and credit policies to reduce company losses by million's in a one year. Managed System conversions from Outlook email to WFM for multiple teams. Served as Local Admin for WFM, which supported the West Area. Directed vendor Intelivate to create Fraud 101, ID Fraud and Network fraud training packets for loss prevention industry. Supervised national initiative to move Fraud processes from four areas to one set of process for all existing areas. Collaborated with all channels to assist in increasing Fraud awareness with communications and training. Collaborated efforts Secret Service and FBI on Fraud Rings in all with Areas and was a Project POC’s to deliver enterprise processes for Fraud Front line employees. Oversaw transition of the old 800 for all areas into a stream IVR and national call handling processes which includes scoping the system needs and working closely with IT, Processes and RMG. Served as Consultant, managed a variety of projects to assist in improving processes using VLSS and Black belt mythologies. Designated consultant for Training Credit and Fraud Operations, directed complaint analysis and reporting development on offline work needed to avoid escalations. Provided training development for all frontline employees and leadership. Identified top down root causes for issues, escalations and provided feedback to all channel directors for escalation improvements. Managed National/Area Fraud/BGCO level strategy for online fall out orders. Spearheaded a national CLEU order confirmation process to provide BGCO and sales reps the ability to approve orders validated by consumer quickly and bypassing Fraud controls. Coordinated efforts to transfer workload from Fraud Groups to Vendor outsource management, including calls and offline work. Established relationships with members of IT, CS project team members, Sales & Marketing, Legal, Compliance and HR, PR/Media and Executive Leaders.

Operations Management and Leadership

Performed leadership roles in Financial Service team, Corporate FS Escalation team, and FS Project team, Credit Team and Consultant, National Helpdesk handling critical issues on Graveyard at helpdesk. Handled training POS for all training in organizations such as CFS, COOS and assisted in Fraud New Hire. Managed processes and training software across five centers and assisted in creating strategic plans for training delivery, developing material and leadership. Developed plans to deliver training without increasing headcount on the training team by managing a vendor. Created strategic plans to decrease losses for Fraud new system ENFORCE for case management and scoring logistics and developed system enhancements to increase efficiency and productivity in the workgroup. Facilitated weekly meetings to review delivery plan with the leadership on communication using weekly huddles and a Friday Newsletter. Collaborated with RM to strategically plan training with the least impact to call volumes. Conducted operation review’s delivered to Area AD’s and Director’s around current projects and explained relations to KPI’s. Handled action items to address top areas for improvement from leadership from held monthly skip levels. Assisted in various projects that involved research and fact-finding trends, Method and Procedures writing, problem solving, UAT, compliance audits, reporting and project related tasks. Executed roll out of National Fraud case and call sharing. Worked with IT, Reporting and Operations to streamline systems and processes and monitored process to ensure deadlines are met. Provided internal escalation feedback system for Fraud team by using National 360 feedback tool along with Order Questions Box for VZW Internal leadership, which generated a WFM case for Fraud Supervisors to resolve quickly.

KeyHighights:

Successfully planned and implemented multiple transition training sessions for national call sharing in Fraud.

Awarded Special Recognition for launch of ENFORCE.

Received Supervisor Spotlight in October 2009, ACE Award Winner 2002, (1st quarter) and Service Legend Award Nominee in 1999.

EDUCATION AND CREDENTIALS

Hope University, Current study with Courses in Business Administration

Studied Certificates in VLSS Greenbelt and Black Belt Project management, Cal State Fullerton Computer