Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
COURSES
Generic

STAN MILLER

Columbus,United States

Summary

Service delivery professional with proven track record in managing complex projects and improving client satisfaction. Skilled in resource allocation, process optimization, and risk management. Focused on fostering team collaboration and aligning with organizational goals to drive success. Known for flexibility in adapting to changing needs and consistently delivering results.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Service Delivery Manager

TTEC
10.2023 - 03.2025
  • Managed nine team leads who had approximately 17 agents assigned to each. My daily tasks include working closely with the client (USAA) VRM’s strategizing action plans to help our project meet contractual goals and develop new leadership.
  • Launched OKC location for Deposit Servicing - while also managing Springfield MO location remotely
  • Hired three team leads in the OKC location to support the headcount we had from the launch (multiple classes) worked closely with the training department and included them in our daily meetings with our tenured leads to ensure they were set up for success

Professional Leader Coach

TTEC
06.2021 - 10.2023
  • Supported 24 team leads, enhancing their coaching skills by sitting in on coaching observations and providing feedback after each session
  • Collaborated to align on KPIs and performance targets, identifying outliers though Salesforce reports and teaching them how ot use the dashboards effectively
  • Held zoom meetings for group learning sessions on important topics (Regulation E, Fraud, Red Flags) with supervisors and agents

Credit Card Supervisor

TTEC
12.2019 - 06.2021
  • Oversaw a team of 15-25 agents at any given time, Daily tasks included pulling data, identifying trends, and coaching to the agent behavior. My team did very well at meeting set goals and timelines with the performance management criteria. I assisted in developing my agents for their next role with TTEC (nesting coach, team leader, quality assurance). I was able to take my time management skills and organizational skills to a new level with my team and assist my peers in areas of opportunity
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.

Licensed Insurance Professional

TTEC
08.2018 - 12.2019
  • Carried out administrative tasks such as handling policy renewals, maintaining records and collecting insurance payments
  • Explained features, advantages and disadvantages of various policies to promote insurance sales
  • Identified service gaps through feedback, implementing strategic improvements
  • Fostered trust and satisfaction by addressing client inquiries

Education

High School -

Wilmington High School
Wilmington, OH
05.2017

Skills

  • Data Analysis
  • Leadership Development
  • Time management
  • Task delegation
  • Complex Problem-solving
  • Documentation and reporting

Accomplishments

  • Achieved over 95% member satisfaction scores across my two locations (OKC and SF) 6 months in a row! (Oct 24 - Mar 25) contractual goal of 92%
  • Collaborated with PLC team (professional leader coaches) in the development of new training material for supervisors, LEAD model (leverage, evaluate, actively listen and develop) saw 2% improvement in Compliance scores after training was rolled out

Certification

  • Six Sigma - White Belt
  • Property and Casualty Lines - PA Resident


Timeline

Service Delivery Manager

TTEC
10.2023 - 03.2025

Professional Leader Coach

TTEC
06.2021 - 10.2023

Credit Card Supervisor

TTEC
12.2019 - 06.2021

Licensed Insurance Professional

TTEC
08.2018 - 12.2019

High School -

Wilmington High School

COURSES

  • PA - Residential Producer Individual | Casualty and Allied Lines
  • PA - Residential Producer Individual | Property and Allied Lines

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