CHRIS MILLER
St. Augustine
Summary
Skilled in developing and implementing strategies to improve customer satisfaction, increase efficiency, and maximize team performance. Experienced in developing and maintaining strong relationships with key stakeholders, including clients, employees, and vendors. Excellent communication skills, both verbal and written, with the ability to effectively convey ideas and information to diverse audiences. Proven track record of driving continuous improvement and achieving business objectives. Passionate about creating a positive work environment and fostering a culture of collaboration, innovation, and excellence. Committed to ongoing learning and professional development to stay current on industry trends and best practices. A proactive and adaptable leader who thrives in fast-paced and dynamic environments.
Overview
19
19
years of professional experience
Work History
VP, Sr Manager Equipment Finance
First Citizens Bank
09.2024 - Current
- Lead a team of 35 employees, including 4 AVPs, across collections and equipment finance, overseeing daily operations, performance management, and career development.
- Spearheaded early-stage Industrial recoveries, helping the team achieve some of the best delinquency rates in two years, resulting in significant portfolio improvement.
- Brought a data-driven approach to managing and monitoring performance and productivity, leading to more effective decision-making and improved recovery outcomes.
- Helped bring collections to the top QA performance in the last 12 months, achieving outstanding operational quality and efficiency.
- Held monthly meetings with key stakeholders, including upper management and sales, to review performance, align on priorities, and discuss strategies for continuous improvement.
- Mentor, coach, and develop a high-performing team, increasing employee retention and promoting leadership within the department.
- Led negotiations with customers on overdue payments, improving collection outcomes without sacrificing long-term customer relationships.
Consultant - VP of Operations
Pendrick Capital Partners
06.2023 - 02.2024
- Improved client satisfaction by effectively managing multiple projects and consistently meeting deadlines.
- Developed innovative strategies for clients, resulting in increased revenue and business growth.
- Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Enhanced communication among team members, fostering a collaborative and supportive work environment.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
- Assisted clients in navigating complex industry challenges, offering expert guidance and strategic recommendations.
- Provided ongoing support to clients post-implementation, ensuring long-term success of implemented solutions.
- Delivered high-quality presentations to stakeholders, effectively communicating project objectives and results.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Championed diversity and inclusion initiatives throughout the organization, fostering greater collaboration among teams and departments.
- Enhanced employee engagement and satisfaction through the implementation of comprehensive training programs and performance management systems.
- Cultivated a high-performance culture within the organization by setting clear expectations for employees at all levels, providing regular feedback, and recognizing achievement.
- Introduced process improvements that reduced operational costs while maintaining high-quality standards across all departments.
- Drove digital transformation efforts within the organization by implementing advanced technology solutions that streamlined workflows and improved customer experience.
- Collaborated closely with various department heads on strategic planning initiatives to ensure alignment between corporate goals.
- Managed multi-million dollar budgets responsibly, achieving cost savings and ensuring resources were allocated effectively.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
Site Director
ARS National Services
01.2018 - 04.2023
- Manage Site, as well as Client Relationships. Oversaw the Jacksonville Operations including Production, HR, Recruiting, and Training.
- Managing multiple client relationships with duties such as Weekly/Monthly/Quarterly performance presentations, Daily KPI reporting, Strategic planning, and on-site visits.
- Conducted Daily meetings using a variety of video meeting software, like Zoom, Microsoft Teams, Webex and collaboration tools like Slack and Spark.
- Effectively managed 100+ Agents, Supervisors, and Managers remotely, as well as in office.
- Built and maintained strong relationships with internal and external partners.
- Reduced operational risks while organizing data to forecast performance trends.
- Leveraged analytics to make data-driven and informed decisions about site operations.
- Conducted daily site audits to identify successes and failures and formulate improvement plans.
- Created/Updated compensation plans for all levels of the organization, including agents, supervisors and managers.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Assisted in recruiting, hiring and training of team members.
Production Manager / Collections Supervisor
ARS National Services
10.2009 - 01.2018
- Manage and mentor a team of representatives
- Performs a variety of daily tasks including Managing and producing various stages of collections from early to late-stage accounts, managing inventory for the entire site, coaching and managing representatives and supervisors, maintains timecards for team, engages in monthly quality assurance calls with clients, assists in recruiting of representatives and training of new hires
- Also assists in building curriculum and training videos for new hires
- Consistently performs “above average” in meeting goals; This helped raise the standard for other employees and supervisors
- Mentored new representatives from the “floor” to supervisor positions
- Always provides top quality and integrity of communications with customers and clients
Recording Artist
VIRGIN RECORDS
01.2006 - 01.2009
- Bass player/vocalist for “The Summer Obsession”
- Toured domestically and internationally playing concerts for thousands of people
- Countless television, radio, print interviews
- The main voice of the band on stage
- Meet and greets with fans
- Kept the ever-changing and demanding schedule for the entire band
- Knowledge of recording industry and dealt with executive level staff
Education
Associate of Arts -
Florida Community College
Jacksonville, FL2003
High School Diploma - undefined
Terry Parker High School/FCCJ
Jacksonville, FL2001
Skills
- Effective Communication
- Critical Thinking
- Collaborating on site as well as remotely
- Quick Learner
- Innovative Thinker
- Process Development and Streamlining
- Manage and Oversee Operations
Timeline
VP, Sr Manager Equipment Finance
First Citizens Bank
09.2024 - Current
Consultant - VP of Operations
Pendrick Capital Partners
06.2023 - 02.2024
Site Director
ARS National Services
01.2018 - 04.2023
Production Manager / Collections Supervisor
ARS National Services
10.2009 - 01.2018
Recording Artist
VIRGIN RECORDS
01.2006 - 01.2009
High School Diploma - undefined
Terry Parker High School/FCCJ
Associate of Arts -
Florida Community College
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