Customer Assurance & Technical Support Leader

Marlon Miller

214-***-**** • ********@*****.*** • Frisco, TX

https://linkedin.com/in/marlon-miller-74474a1a8

Summary

Dedicated Customer Assurance leader with over 21 years of experience in high-volume technical support and operations management. Expert in Claims Management and Case Management, leveraging CRM tools to optimize After-sales Support and Warranty Administration. Proven track record in Team Supervision and Process Improvement within complex service environments, focused on resolving freight disputes and enhancing data quality for strategic trend analysis. Work Experience

Sr. Manager Technical Support January 2003 – January 2024 SECURUS TECHNOLOGIES, INC., PLANO, TX

Managed end-to-end incident lifecycles and Case Management for complex software products, reducing P1 resolution time by 58% and P2 by 27% through targeted performance metrics.

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Analyzed performance data via a custom tracking and reporting system to cut ticket backlogs by 95%, significantly improving documentation and data quality for trend analysis.

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Coordinated the integration of new product support and Warranty Administration into existing frameworks to ensure smooth launches and post-release stability.

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Identified support trends and root causes that led to product refinements, acting as a key driver for Customer Assurance and process optimization.

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Directly supervised critical escalations and service recovery efforts to protect uptime and SLA commitments, resolving carrier and shipment-related issues.

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Customer Care Center Manager January 2000 – January 2003 ALLEGIANCE TELECOM, INC., DALLAS, TX

Directly supervised full-scale operations for a regional customer care center, overseeing recruitment and performance management for a diverse support team.

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Collaborated with cross-functional teams to optimize CRM and ticket tracking systems, standardizing formats for billing and account history to resolve Freight Dispute Resolution issues.

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Analyzed performance trends and KPIs for executive leadership, driving Data Analytics initiatives that informed strategic Process Improvement.

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Maintained high compliance and Customer Assurance through rigorous quality assurance audits and effective resolution of escalated product claims.

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Manager of Operations January 1997 – January 2000

AEGIS COMMUNICATIONS GROUP (ATC), IRVING, TX

Directly supervised operations for large-scale call center campaigns, supporting up to 350 representatives in a fast- paced sales and service environment.

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Implemented advanced tracking systems for performance and attendance, leveraging Data Analytics to increase visibility into campaign effectiveness.

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Coordinate the development of quality reporting tools and conformance summaries to standardize service expectations and improve After-sales Support.

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Managed staffing, scheduling, and Logistics Management to ensure consistent service delivery and meet customer satisfaction goals.

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Education

Diploma in Business Data Processing, Computer Programming PHILLIPS COLLEGE, CHICAGO, IL

Additional Skills

Customer Assurance & Claims: Claims Management, Case Management, Warranty Administration, Freight Dispute Resolution, After-sales Support, Customer Satisfaction & Retention Operations & Leadership: Team Supervision, Logistics Management, Process Improvement, Workforce Planning & Scheduling, SLA Management, Incident & Escalation Management Technical & Analytics: CRM, Data Analytics, Root Cause Analysis (RCA), Ticketing Systems, Quality Assurance & Compliance, Reporting & KPI Analysis

Domains: E-commerce, Supply Chain Operations, Telecommunications, Contact Center Operations Certifications

• Comp TIA A+ - Comp TIA (January 2010)

• Comp TIA Network+ - Comp TIA (January 2011)

Accomplishments

• Managed 24/7 global support, optimized team scheduling, and streamlined support workflows to boost efficiency. Strengthened customer retention through proactive outreach and transparent communication during and after resolution.

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• Supported 350+ Customer Service Representatives for AT&T contract, ensuring consistent service quality.

• Managed 100+ Technicians across two Technical Support Centers, improving team performance.

• Led a 48-member team through daily operations, driving cohesion and accountability.

• Implemented dynamic software solution that refreshed stats in real-time, accelerating decisions.

• Collaborated with a seven-member team to design and launch the New Release Card Program.

• Streamlined data reporting with advanced Excel models, enabling quick snapshot views.

• Optimized scheduling for 24/7 support coverage, ensuring customer needs are met consistently.

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