Eugene Miller
Chicago,IL
Summary
Results-oriented management professional with extensive experience in customer service and operations management. Skilled in strategic planning, team leadership, and fostering a culture of continuous improvement. Adept at driving efficiency and enhancing customer satisfaction through innovative solutions and data-driven insights.
Overview
27
27
years of professional experience
Work History
Head of Customer Service
Rivian
12.2021 - Current
- Lead strategic vision and daily operations across four Customer Engagement Centers (CECs) in multiple countries
- Orchestrated global team to ensure seamless customer experiences, including EV fleet and charging support
- Developed and executed forward-thinking customer service strategies aligned with company objectives
- Implemented quality assurance program to monitor and enhance service quality
- Optimized staffing and resource allocation through effective workforce management
- Fostered a culture of continuous learning and development, nurturing team growth and potential
- Manage customer service budget to ensure cost-effective operations.
Head of Consumer Operations North America
Klarna
08.2020 - 12.2021
Sr. Manager People and Operations
Venmo
06.2017 - 08.2020
- Led growth and development of 11 managers and 160+ indirects, handling 500K monthly user interactions.
Head of Member Services
Raise
09.2015 - 06.2017
- Ensured superior member experience through effective leadership and continuous improvement initiatives.
Senior Manager, Customer Service & Field Relations
World's Finest Chocolate
06.2013 - 08.2015
Customer Service Manager
GrubHub Seamless
01.2010 - 06.2013
- Managed team of 20-25 specialists, spearheading recruitment and implementing quality benchmarks.
Manager, Customer Service
Revenue Cycle Solutions
03.2007 - 12.2008
- Oversaw team of 75 agents, maintaining client relationships and ensuring performance benchmarks.
Payroll Supervisor
OfficeMax
12.2005 - 12.2006
- Coordinated payroll process for over 40k associates across multiple locations.
Solution Center Supervisor
The Pampered Chef
08.2001 - 12.2005
- Managed team of 15-20 agents, focusing on performance management and process improvements.
Customer Service Representative
Shaklee Corporation
06.1997 - 06.2001
- Handled customer inquiries and resolved product/service issues to ensure satisfaction.
Education
Health/Health Care Administration/Management -
Governors State University
01.2014
Business Administration and Management, General -
Chicago State University
Skills
- Conflict Resolution
- Process improvement
- Cross-functional team leadership
- Team Management
- Contact Center Strategy
Websites
Timeline
Head of Customer Service
Rivian
12.2021 - Current
Head of Consumer Operations North America
Klarna
08.2020 - 12.2021
Sr. Manager People and Operations
Venmo
06.2017 - 08.2020
Head of Member Services
Raise
09.2015 - 06.2017
Senior Manager, Customer Service & Field Relations
World's Finest Chocolate
06.2013 - 08.2015
Customer Service Manager
GrubHub Seamless
01.2010 - 06.2013
Manager, Customer Service
Revenue Cycle Solutions
03.2007 - 12.2008
Payroll Supervisor
OfficeMax
12.2005 - 12.2006
Solution Center Supervisor
The Pampered Chef
08.2001 - 12.2005
Customer Service Representative
Shaklee Corporation
06.1997 - 06.2001
Health/Health Care Administration/Management -
Governors State University
Business Administration and Management, General -
Chicago State University
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