Chaz Miller
Joplin,MO
Summary
Results-driven executive with 16+ years of experience in digital transformation and operational excellence, certified as a Six Sigma Green Belt. Recognized for implementing customer service innovations and enhancing efficiency across organizations. Proficient in project management and strategic planning, committed to driving impactful change in the digital age.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Executive Consultant
Phoenix CX
02.2025 - Current
- Delivered industry-leading coaching methodology training and consulting programs.
- Analyzed market trends to enhance client decision-making, increasing retention, lowering costs, and improving employee satisfaction.
- Provided strategic planning advisory to clients for operational improvements through effective tool implementation.
- Developed and implemented strategic plans to increase organizational efficiency.
Senior Director, Product Support
Bullhorn
06.2024 - 02.2025
- Led global team of nearly 200 analysts to support medium to large premier clients.
- Drove double-digit EBITDA growth through strategic restructuring and AI-enabled self-service initiatives.
- Reduced Mean-Time to Resolution by 70% through enhanced operational practices.
- Increased analyst productivity by over 150% via targeted performance optimization strategies.
- Achieved Customer Experience Index score of 90% through focused improvements.
- Improved 24-hour First Contact Resolution rate by 50% utilizing Knowledge Centered Service methodologies.
- Decreased leadership escalation burden over 30% for the top 150 premier clients without increasing headcount.
Director, Support
Bullhorn
06.2020 - 06.2024
- Oversaw the global support team, enhancing customer service across Bullhorn's suite of products.
- Served as executive sponsor for Knowledge Centered Service, reducing resolution time by 25% in two months.
- Revamped support strategies, achieving 25% reduction in resolution times and boosting customer satisfaction.
- Utilized data analytics to identify business issues, streamlining operations and service quality.
- Developed future-proof support models that anticipated and exceeded customer needs.
Sr. Manager, Support
Bullhorn
09.2018 - 06.2020
- Established enterprise structure for key SFDC clients, enhancing trust and performance.
- Spearheaded cross-functional projects with meticulous planning and execution.
- Achieved consistent year-over-year performance improvements since 2018.
- Implemented growth plans that resulted in ongoing enhancements to team performance since 2018.
- Pioneered integration of culture in acquisitions, ensuring seamless transitions and team unity.
- Guided three global leaders to foster collaboration across all support tiers for SFDC products.
- Revolutionized support strategies, resulting in a 20% increase in client satisfaction.
Sr. Manager, Operations
Alorica
Joplin, Mo
01.2018 - 09.2018
- Lead three client programs, managing over 300 agents, and 20 managers.
- Fostered strong client relations as the key operations liaison, enhancing satisfaction.
- Pioneered new strategies for client programs, significantly elevating NPS performance to the highest in site history.
Director, Learning and Development
Alorica
Remote, Mo
03.2016 - 01.2018
- Drove learning performance for Alorica's largest and most profitable account.
- Pioneered onboarding program, establishing new standards for speed to proficiency and ROI.
- Revolutionized training strategies, enhancing client satisfaction outcomes.
Manager, Training
Alorica
Joplin, Mo
12.2014 - 03.2016
- Spearheaded creation and launch of company-wide trainer development plan.
- Streamlined training processes, increasing speed to proficiency by 20%.
- Served as primary contact for several premier clients, fostering collaboration.
Sr. Training Manager, Delivery
AT&T Mobility
Joplin, Mo
01.2008 - 12.2014
- Transformed training programs to enhance agent performance and engagement.
- Implemented innovative methodologies that significantly improved learning outcomes.
- Elevated team capabilities by mentoring junior trainers in essential skill development.
Education
Business -
Missouri Southern State University
Joplin, MoSkills
- Digital strategy and technology integration
- Six Sigma green belt certification
- Agile methodologies
- Leadership development
- Performance management
- Project management
- Coaching methodology
- Knowledge Centered Service
Certification
- Six Sigma Green Belt
- Knowledge Centered Service
- TEAM Coaching Skills
Affiliations
- Board of Directors Ruth I Kolpin Foundation
Timeline
Executive Consultant
Phoenix CX
02.2025 - Current
Senior Director, Product Support
Bullhorn
06.2024 - 02.2025
Director, Support
Bullhorn
06.2020 - 06.2024
Sr. Manager, Support
Bullhorn
09.2018 - 06.2020
Sr. Manager, Operations
Alorica
01.2018 - 09.2018
Director, Learning and Development
Alorica
03.2016 - 01.2018
Manager, Training
Alorica
12.2014 - 03.2016
Sr. Training Manager, Delivery
AT&T Mobility
01.2008 - 12.2014
Business -
Missouri Southern State University
Similar Profiles
Erika ChipokaErika Chipoka
Customer Service Representative at Merchants CX SACustomer Service Representative at Merchants CX SA
Diane TabernillaDiane Tabernilla
Sr. Director, Client Services and Account Management at Awesome CXSr. Director, Client Services and Account Management at Awesome CX
Anibal Diego Fabricio Arana De LeonAnibal Diego Fabricio Arana De Leon
Customer Support Specialist at Guatemala Intouch CX Square EcomerceCustomer Support Specialist at Guatemala Intouch CX Square Ecomerce
Max FreemanMax Freeman
Senior Data Analyst at AndersSenior Data Analyst at Anders
Nick JamesNick James
General Manager at Good Day FarmGeneral Manager at Good Day Farm