Summary
Overview
Work History
Education
Websites
Certification
Timeline
Generic

Jeff Milligan

Little Rock,AR

Summary

Transformational Change Agent with a proven track record of driving operational and technological improvements that boost competitiveness, efficiency, and customer-centric solutions. Expertise in leading high-impact initiatives across sales, logistics, customer service, IT, and software development to fuel growth and enhance both customer and employee experiences. Strategic problem-solver who proactively identifies challenges and capitalizes on opportunities. Skilled in driving organizational change using Lean startup principles and data insights, ensuring smooth adoption and minimizing risk. Trusted advisor to senior leadership and cross-functional teams, delivering innovative solutions to complex organizational challenges.

Overview

33
33
years of professional experience
1
1
Certification

Work History

Director, Process Transformation

Windstream Holdings, Inc.
Little Rock, AR
01.2016 - Current
  • Company Overview: Windstream is a leading communications and software provider with $5B annual revenue and 11,000+ employees.
  • Led transformation initiatives that enhanced operational efficiency and customer experience.
  • Spearheaded a company-wide innovation program, driving cultural change and advancing technology capabilities, including:
  • Consolidated multiple network inventory sources into a unified solution, streamlining sales, service delivery, and network support processes. Resulted in 10-20% cost savings and a 45% improvement in quote/order throughput.
  • Accelerated annual revenue by $1.4M and reduced delivery intervals by 30-60 days by optimizing the Quote-to-Cash process and improving systems integration.
  • Trialed and launched AI-driven coaching for Customer Service/CARE, resulting in an 18% time savings.
  • Enhanced SMB Sales quoting throughput by 36% via an optimized 'Quick-Quote' tool and process.
  • Reduced order fallout exceptions by 27% through LEAN process improvements.
  • Led the transformation of the Consumer segment, upgrading network speeds from 5MB to 200+MB, improving customer satisfaction and increasing market competitiveness.
  • Achieved 20% cost savings in equipment by developing a framework for network inventory lifecycle management, adopted across the company.
  • Led a frontline innovation initiative that contributed to Windstream’s ranking on Newsweek’s 'Top 100 Most Loved Workplaces' in 2021, improving fiber penetration rates by 50%.
  • Delivered an average $1.87M in annual benefits by leading cross-functional teams in implementing improvements that enhanced quality, reduced intervals, accelerated revenue, and lowered costs.
  • Windstream is a leading communications and software provider with $5B annual revenue and 11,000+ employees.

Senior Program Manager

Verizon Wireless
Little Rock, AR
01.2013 - 12.2015
  • Company Overview: Contributing to its growth as the largest U.S. wireless service provider.
  • Drove innovation in software development and process improvement for VZW’s Customer Service and CARE operations.
  • Managed the end-to-end process for bi-monthly Call Center Systems software releases, delivering system enhancements that reduced Average Handling Time (AHT) and improved customer experience and profitability.
  • Streamlined the Software Development Life Cycle (SDLC), increasing delivered functionality by 10-20%, cutting testing costs by 25%, and improving user satisfaction to 83% through automated regression testing.
  • Contributing to its growth as the largest U.S. wireless service provider.

IT Staff Manager

Verizon Wireless
Little Rock, AR
01.2009 - 12.2013
  • Key contributor to cross-functional IT reengineering initiatives, supporting executive leadership with strategic IT planning and management consulting.
  • Developed an enterprise-wide IT architectural 'Systems Blueprint' to align IT initiatives across diverse stakeholders and guide long-term architecture planning.
  • Led a multi-year initiative to reengineer the business analysis, estimation, and requirements-gathering functions across the 700-person IT organization, integrating Alltel’s best practices into VZW’s IT processes.
  • Spearheaded a large-scale IT offshoring initiative, saving ~$80M annually through successful RFP execution and business case development.

IT Solution Consultant

Alltel Corporation
Little Rock, AR
01.2004 - 12.2008
  • Led the translation of business objectives into IT scope and requirements, ensuring seamless alignment between business needs, IT solutions, and costs.
  • Developed a comprehensive, web-enabled Customer Service/CARE reference application.
  • Led multiple cross-functional improvement initiatives to optimize processes and enhance service delivery.
  • Recognized with a ‘Team Award’ in 2005 for contributions to Alltel’s entry into the online B2B market.

Finance / IT Product / Project Manager

Alltel Corporation
Little Rock, AR
01.1992 - 12.2004
  • Initially hired in finance, then transitioned to IT to lead development and management of Point-of-Sale, Collections, and Commissions functions for a new billing system.

Education

Master’s in Business Administration -

Henderson State University

BBA - Accounting & Finance

Henderson State University

Certification

  • Lean Six Sigma
  • ITIL

Timeline

Director, Process Transformation

Windstream Holdings, Inc.
01.2016 - Current

Senior Program Manager

Verizon Wireless
01.2013 - 12.2015

IT Staff Manager

Verizon Wireless
01.2009 - 12.2013

IT Solution Consultant

Alltel Corporation
01.2004 - 12.2008

Finance / IT Product / Project Manager

Alltel Corporation
01.1992 - 12.2004

Master’s in Business Administration -

Henderson State University

BBA - Accounting & Finance

Henderson State University

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