Alan Miller
Birmingham,AL
Summary
Experienced in management of direct reports, business development, and quality service operations. Proven leader with over 15 years of contact center experience in providing consulting, coaching, and training in both face-to-face and virtual environments. Proven experience as a Business Associate in executing strategic company initiatives, senior management engagement, identifying and cultivating key internal partnerships, and growth plan achievement. Well versed in a variety of reporting platforms to analyze results to provide direction to management across multiple lines of business to achieve company, regional, and site level results.
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
21
21
years of professional experience
Work History
TM Operations Manager III – Treasury Services
CADENCE BANK
04.2024 - 10.2025
- Managed a team of 3-13 contract team members that cared for inbound calls for Treasury Management:
- Coaching to improve daily performance, answering questions, and handling escalated calls.
- Delivers quality assurance results and root cause analysis findings to business process owners, senior contact center leadership, and controls to mitigate regulatory risk and improve processes
Business Execution Administrator – Risk Management
WELLS FARGO BANK
07.2013 - 06.2023
- In a partner role, serve as a point of contact and partner for compliance, audit, risk, and legal supporting several lines of business:
- Delivers quality assurance results and root cause analysis findings to business process owners, senior contact center leadership, and controls to mitigate regulatory risk and improve processes
- Identify opportunities to improve processes and provide support to a variety of diverse support functions or operations
Call Center Team Manager 2: Retail Service/Credit Card
WELLS FARGO BANK
11.2005 - 07.2013
- Managed a team of 25+ team members including a Team Lead that cared for inbound calls for Credit Card Customer Service and co-managed the development and implementation of site wide projects.
Team Lead-Consumer Banking
WELLS FARGO BANK
03.2005 - 11.2005
- Supported several supervisors in an Inbound Contact Center Customer Service and Sales environment with approximately 80 team members coaching to improve daily performance, answering questions, and handling escalated calls.
Education
Bachelor of Science - Business Management
Jacksonville State University
Skills
- Contact Center Leadership
- Business Consulting and Strategy
- Project Management
- Employee Relations
- Treasury management
- Quality assurance
- Compliance auditing
- Data analysis
- Project implementation
- Training and development
Accomplishments
- Reduced negative attrition by 82% through development plans.
- Supervised team of 15 staff members.
- Documented and resolved fraud prevention which led to 48% reduction in fraud scams.
- Collaborated with team of 6 in the development of CX One phone system for the department.
Timeline
TM Operations Manager III – Treasury Services
CADENCE BANK
04.2024 - 10.2025
Business Execution Administrator – Risk Management
WELLS FARGO BANK
07.2013 - 06.2023
Call Center Team Manager 2: Retail Service/Credit Card
WELLS FARGO BANK
11.2005 - 07.2013
Team Lead-Consumer Banking
WELLS FARGO BANK
03.2005 - 11.2005
Bachelor of Science - Business Management
Jacksonville State University
COMMUNITY INVOLVEMENT
- Oak Mountain High School, Wrestling Team Parent, Birmingham, AL, 2020, Present
- Habitat for Humanity, Birmingham, AL, 2016
- Susan G. Komen, Birmingham, AL, 2017