Alan Miller
Birmingham
Summary
Operations manager with extensive experience at Wells Fargo, specializing in compliance auditing and quality assurance. Demonstrated success in enhancing customer experience and leading high-performing teams. Expertise in project management and employee relations, driving process improvements that mitigate regulatory risks and elevate service standards.
Overview
21
21
years of professional experience
Work History
TM Operations Manager III – Treasury Services
CADENCE BANK
04.2024 - 10.2025
- Managed daily operations for banking services and customer support functions.
- Led team of 10-16 contract members handling inbound calls for treasury management, ensuring effective customer support.
- Coached team to enhance daily performance, resolved queries, and managed escalated calls to improve service quality.
- Coordinated cross-functional projects to streamline workflows and enhance service delivery.
- Collaborated with business process owners to analyze and mitigate regulatory risks, ensuring compliance and operational integrity.
- 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
- Delivered quality assurance results and root cause analysis findings to business process owners and senior leadership, enabling mitigation of regulatory risk and process improvements.
- Acted as point of contact and partner for compliance, audit, risk, and legal across multiple business lines.
- Identified process improvement opportunities and supported diverse operational functions.
Call Center Team Manager 2: Retail Service/Credit Card
WELLS FARGO BANK
11.2005 - 07.2013
- Led team of 25+ members, including Team Lead, to manage inbound calls for Credit Card Customer Service while co-managing development and implementation of site-wide projects.
- Managed daily operations of call center team at a leading financial institution.
- Oversaw performance metrics to ensure high-quality service delivery standards.
- Trained and mentored staff on customer service best practices and procedures.
Team Lead-Consumer Banking
WELLS FARGO BANK
03.2005 - 11.2005
- Led team operations to ensure compliance with banking regulations and policies.
- Collaborated with departments to streamline processes and enhance customer service.
- Facilitated training sessions for new employees on bank procedures and systems.
- Coached supervisors in inbound contact center, enhancing call handling for escalated issues.
Education
Bachelor of Science - Business Management
Jacksonville State University
Jacksonville, ALSkills
- Cash management
- Compliance auditing
- Data analysis
- Project management
- Project implementation
- Quality assurance
- Business consulting and strategy
- Customer experience management
- Employee relations
- Contact center leadership
- 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.
COMMUNITY INVOLVEMENT
- Oak Mountain High School Athletics
- Habitat for Humanity
- Susan G. Komen
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