Scott Miller

Team Lead
September 2024 - January 2025
Senior Registration Specialist
Voluntarily transitioned to a previous role to support the department's
long-term strategy and enhance overall team effectiveness

Reduced aged customer cases from 60+ to weekly resolution projects and trend analysis

Partnered with out-of-state specialists to expedite escalated cases and drive
timely resolutions

Collaborated cross-functionally to streamline processes, align strategies, and
implement continuous improvements

Delivered weekly performance feedback to specialists to improve workload
management and case efficiency

Processed high-volume title and registration submissions across 30+ states,
ensuring compliance with complex, state-specific regulations

Consistently exceeded performance benchmarks, maintaining a rejection rate and a 12-minute average submission time

Led two specialty teams focused on streamlining operations and resolving
40+ contract discrepancies per day

Trained and mentored new team members

• Assessed property damage by verifying photo documentation, ensuring
  accuracy and claim validity
• Resolved 80+ weekly property claims efficiently, consistently meeting cycle
  time and customer satisfaction targets

• Managed 20–30 daily inbound calls with empathetic, solution-focused service
• Consistently met or exceeded resolution and customer satisfaction goals