Tara Miller
Tallahassee
Summary
Results-driven Project Manager with a strong background in customer success and process improvement. Achieved significant reductions in escalations while enhancing client relationships through effective account management and leadership. Combines technical proficiency with interpersonal skills to meet business objectives.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Project Coordinator
Oracle Corporation
01.2022 - Current
- Managed patch deployment processes for enterprise and government systems, addressing critical issues through effective escalation management.
- Led escalation management for patching operations, driving rapid resolution of critical vulnerabilities and deployment failures.
- Acted as the point of contact for escalations, facilitating timely resolution of high-priority patching failures.
- Coordinated cross-functional teams to resolve escalated incidents, reducing system downtime.
- Managed patching deployments using the waterfall methodology.
- Monitored patching exceptions and led escalation procedures, ensuring compliance with security standards.
Project Delivery Senior Analyst
Deloitte Consulting
01.2020 - 01.2021
- Project-managed large-scale conversion of legacy health system business requirements to align with technical implementation of new system.
- Tracked conversion progress daily, ensuring timely completion of project milestones and alignment with desired outcomes.
- Ensured data quality items were resolved prior to conversion.
- Identified and assessed risks associated with business operations and product lines before the legacy system conversion.
- Establish IT controls to ensure data completeness and accuracy prior to data conversion.
- Utilized customer experience skills to communicate effectively with business leaders and teams, enhancing collaboration and project alignment.
- Reviewed functional testing deliverables across business operations and product teams, providing quality feedback to ensure all business requirements were satisfied.
Service Delivery Account Manager
Deloitte Consulting
01.2019 - 01.2020
- Led a global RPA team of 4 that accelerated month end close via automations while saving more than 150 hours.
- Directed knowledge transfer communication between Implementation Resources and Support Team which ensured maximum efficiency and readiness prior to accepting newly developed accounting automations.
- Forecasted and managed a $500k+ budget across 20+ automations.
- Conducted quarterly business reviews to assess business state and align on automation landscape objectives.
- Generated performance reports for leaders providing critical insights on improving automation scalability and performance.
- Held monthly meetings with business users to review automation metrics and discuss opportunities for optimizations.
- Worked with business users to identify processes for potential automation.
- Managed the implementation of a bot used to restart VM’s that saved 120 hours annually.
- Reduced the potential for errors and eliminated approximately 400 hours of rework.
- Ensured that all support tickets were resolved quickly while also exceeding response/resolution SLA’s.
- Maintained day-to-day operations while coordinating touchpoints between support staff and executive stakeholders to enhance communication.
Senior Customer Support Account Manager
SumTotal Systems
01.2017 - 01.2018
- Coordinated with sales staff, engineers, and support teams to resolve client issues, ensuring adherence to performance standards and time constraints.
- Delivered exceptional customer support and enhanced customer experience by employing a consultative, proactive approach to issue resolution.
- Drastically increased customer satisfaction and retention by translating technical information for customers to educate them on product features.
- Implemented training and development programs for new team members to increase their product knowledge and limit escalations.
- Reduced large backlog of newly obtained clients by 50% within 2 months.
- Designed and implemented solutions to mitigate risks through root-cause analysis and identification of inefficiencies.
- Led efforts to launch highly visible projects with no client escalations during deployment.
Technical Engineer/Customer Incident Manager
Oracle Corporation
01.2011 - 01.2017
- Optimized customer success by maintaining a proactive approach to product support.
- Facilitated implementation process for top clients, guiding them to effectively utilize all platforms.
- Developed and nurtured client relationships, assessing technical requirements to define goals and priorities.
- Overhauled support services and escalation processes by analyzing feedback and implementing targeted improvement initiatives.
- Successfully reduced escalations over 60% within the Engineered Support Organization.
- Exceeded expectations in customer satisfaction surveys with scores ranging from 90-100%.
- Advised executives on project outlines, timelines, and critical milestones to gain trust.
- Managed 200+ customer systems and scheduled over 700 monthly patching events.
- Performed test case analysis that saved developers numerous hours in reproducing client issues.
Education
Master of Science (MS) - Psychology
Capella University
Bachelor of Science (BS) - Computer Information Systems
Florida Agricultural & Mechanical University
Skills
- Project Management
- Process Coordination
- Stakeholder Engagement
- Customer Success
- Onboarding
- Service Delivery
- SaaS
- Reporting
- Metrics
- Change Management
- Risk Assessment
- Process Improvements
- Training & Development
- Performance Reviews
- Continuous Feedback
- Leadership
- Account Management
Certification
ITIL Foundation Certification in IT Service Management
Timeline
Project Coordinator
Oracle Corporation
01.2022 - Current
Project Delivery Senior Analyst
Deloitte Consulting
01.2020 - 01.2021
Service Delivery Account Manager
Deloitte Consulting
01.2019 - 01.2020
Senior Customer Support Account Manager
SumTotal Systems
01.2017 - 01.2018
Technical Engineer/Customer Incident Manager
Oracle Corporation
01.2011 - 01.2017
Master of Science (MS) - Psychology
Capella University
Bachelor of Science (BS) - Computer Information Systems
Florida Agricultural & Mechanical University