MICHAEL MILLER

***** * ** ********, ** ***** · 847-***-****

Email · adwm1e@r.postjobfree.com

I have been in the workforce since being honorably discharged from the military in 1992. Very customer focused and motivated. Looking for opportunities to start a new phase of my working career. EXPERIENCE

APRIL 2004 – JUNE 2022

OPS SUPPORT-WORKFORCE MGMT-SR. CONSULTANT, ALLSTATE INSURANCE COMPANY

I have held several positions within Allstate Insurance Company.

• I started as a Processor handling Auto-Med Pay claims, to working a specialty Med Pay coverage for the state of California.

• I was promoted to a salary position in 2007 working as a leader for a Workforce Management Team handing the flow of calls coming into Allstate’s contact centers. My primary responsibility was leading the team

• In 2014 I was promoted and worked as a Senior Consultant for WFM, creating analytical models and projections on calls and tasks to determine staffing needs.

• 2017 I transitioned to become a manager over another WFM team that handled Life and Annuity claims. My primary responsibility was to the lead the team in workflow operations

• In 2019 I became a Senior Consultant II working as the project lead for Allstate’s Life and Annuity phone systems. My responsibilities were to coordinate the creation of new phone lines, routing, changes, and working to improve their IVR (Interactive Voice Response) systems.

MAY 1997 – JANUARY 2004

LABORER, THE TOWNSHIP OF CANTON, MI

My primary responsibilities varied with the seasons. During the spring and fall I maintained all the soft and hard ball fields in the township. Summer, I worked to maintain the irrigation systems in the parks as well as mowing them. In winter I was responsible for plowing and general snow removal.

EDUCATION

MARCH 2012

BACHELOR OF SCIENCE, WESTWOOD COLLEGE, DENVER COLORADO SKILLS

• Leadership • Have led both hourly and salary employees 2

• Data Collection and Reporting

• Web Design and Multimedia

• Data Collection and Reporting, specifically

using Excel, and proficient in all Microsoft

Office applications

• HTML and CSS, Adobe Photoshop,

Illustrator, InDesign, and Dreamweaver

CERTIFICATIONS

During my employment at Allstate Insurance, I was certified for an SCLA (Senior Claims Law Associate) designation. This is a deeply intense program focused on insurance laws and regulations. US Veteran – Served from 1988 – 1992 in the United States Army Enhanced Chauffer’s License

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