Tracy Scott Miller
Highland Village,TX
Summary
Seeking stable, long term company culture to leverage proven experience transformation leader in sales, strategy, operations, and delivery. Global cross-industry expertise in transformation Solutions, BPO/BPS, AI/ML, and partnerships seeking long-term, stable partnerships in a disruptive market. Proven ability to develop, monetize and maintain C-level business relationships with prospects, clients, and business partners. Strong record of restructuring and revitalizing underperforming teams and programs to increase the profitability of dynamic global and multi-national organizations. Success as a GTM leader and individual contributor with a strong strategy and deep business and technology acumen. Knowledgeable business partner capable of forging and monetizing strategic relationships with internal and external partners. Expertise in positioning solutions that drive digital transformation, increase revenue, improve efficiency, and reduce costs. Experienced managing BPO, technology, and consulting quotas with demonstrated expertise in all transformation technologies, adding new LOBs, and all experience channels. Regarded as a thought leader capable of liaising with both technical and non-technical teams. Strong, effective, principled centered sales leadership approach that drives meaningful results. Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
35
35
years of professional experience
Work History
Client Services and Sales
- Role including P&L, client relationship, revenue attainment and growth, and introduction of new technology and CX solutions
- A strong network, BPO, and BSS integration focus
- C-level and officer level contacts
- Key accounts were AT&T, Blackberry Enterprise and AOL (Verizon)
- 40M Portfolio and run rate
- Matrixed and direct team of 75 people
- Left when company shifted levels to Rochester, New York and my growing family is in Dallas.
President
Community Leadership
- Lewisville Independent School District
- Board of Trustees
Chairman
Food Pantry, Titans
Double Oak, TX
- Board of Directors
- CCA –, , Homeless Prevention & Social Services
- Five-term Town Councilman, Chamber of Commerce Member
- Lewisville/Highland Village/Flower Mound
- Student Mentor
- Communities in Schools of North Texas
- Eagle Scout
- Rotarian
- Judson University, Alumni Advisory Board Member
- Member of Tech
SVP Global Account Management
Qualfon Group/Dialog Direct
South Lake , TX
08.2021 - Current
- A team of 10 experienced account management and growth leaders responsible for 2/3 of the company revenue tasked with meeting and growing annual budgeted revenue and expanding into whitespace
- Strong team builder, focusing on the growth of each individual and deeply
- Deeply involved in financial planning, budgeting, program launches, financial modeling, account collections, and other activities to achieve corporate growth goals
- Significantly exceeded add/existing and new/existing numbers
- Reputation as a team player across all federated support groups.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Trained new staff in relevant processes and procedures.
- Analyzed the company's expenditures and developed financial models.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Determined consumer needs to provide products and services appealing to a larger market.
- Organized client meetings to provide project updates.
- Worked closely with human resources to support employee management and organizational planning.
- Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
- Analyzed key performance indicators to identify effective strategies.
- Assessed company operations for compliance with safety standards.
- Monitored operations and reviewed records and metrics to understand company performance.
- Created plans to propose solutions to problems related to efficiency, costs, or profits.
- Evaluated the needs of departments and delegated tasks to optimize overall production.
- Set specific goals for projects to measure progress and evaluate end results.
- Implemented strategies to take advantage of new opportunities.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified the needs of customers promptly and efficiently.
- Maintained positive working relationships with fellow staff and management.
- Interviewed and selected potential new team members from analysis of candidates recommended by the recruitment team.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Reviewed completed work to verify consistency, quality, and conformance.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Offered training and support to keep team members motivated and working toward objectives.
- Fostered positive employee relationships through communication, training, and development coaching.
- Collaborated with the management team to implement new work procedures or policies.
- Monitored team progress and enforced deadlines.
President
Lewisville ISD, Board of Trustees
Lewisville, RX
05.2013 - 05.2022
- Non-paid, Executive Board Position, Responsible for leading a 7-member elected, for one of the top 100 education systems in the U.S
- Focus is on Governance and founding Chair of the Board Audit Committee
- Other Committees have been Technology, Facilities, Instruction and Learning and Naming Committees
- District is made up of 6500 employees and recently led the Board through a national search for a new CEO / Superintendent
- 750M in annual revenue and $2B in assets with 52,000 students across 127 sq
- Miles.
- Organized and facilitated board meetings, strategic planning sessions, and annual conferences.
- Represented the organization at community events and public forums to promote its mission.
- Collaborated with staff members to ensure operational efficiency of the organization.
- Developed policies, procedures, and short-term and long-term goals for the organization.
Vice President
Everise, A Brookfield Asset Management
01.2021 - 01.2022
- Responsible for sales for New Logo Emerging Technology Companies, closed the companies largest New Logo Account in 85 days (2-year contract with $4M ACV/$8M TCV.) Key focus on Smart Homes/Ecosystems, Technology Companies, OTT, Communications, Fin Tech, Network Providers/Ecosystems,/IoT B2B2C companies
- Left due to culture and value alignment concerns in sales and sales operations.
- Developed and executed strategic plans to support the vision of the organization.
- Formulated policies that improved operational efficiency and productivity.
- Directed business development initiatives, including acquisitions and joint venture agreements.
- Negotiated contracts with vendors for services, products and supplies.
- Managed financial operations, overseeing budgeting, forecasting and financial analysis activities.
Executive Director
CSG International
09.2020 - 12.2021
- Strategy role reframing and redesigning CSG’s “Sell to” and “Sell Through” GTM Strategy
- Responsible for positioning CEM and Monetization portfolios
- Expert in 5G infrastructure, Native or Hybrid and Customer/Digital Transformation strategy and solutions
- Proficient in use cases supported by Digital
- Monetization, messaging, workforce management, 18 Omni channel touch points, Customer Experience transformation expert
- Created a collaborative environment that fosters innovation and encourages employee engagement.
- Portfolio ranges from
- CX strategies, Digital Enablement tools, Revenue Management, Mediation, Journey Orchestration, Conversational AI, and Fraud tools
- These solutions support Carriers, BFSI, OTT, Entertainment and Venues, Retail, Agriculture and Manufacturing
- Deep knowledge of Telecommunications, BFSI, Sports &
- Entertainment, Retail and Education
- IT and Telephony needs to create competitiveness in the digital economy and Decade of 5G
- Started as individual contributor and then led a matrixed partner and direct GTM team
- 16M Portfolio
- Left to focus on BPO and VP role.
- Cultivated relationships with key stakeholders, including board members, donors, sponsors, partners, and community leaders.
Strategic Accounts Director
Medallia
01.2019 - 01.2020
- Primary focus was SaaS based CX/Digital/AI solutions to a large NAM Integrated Service Provider based in Dallas, Atlanta, and NYC
- Focus areas were network, call center, Voice of the Employee (EX), and Voice of the Customer (VOC)
- C-level and officer level contacts
- Also focused on Media and OTT providers
- Leveraged existing and new partnerships with ServiceNow, Accenture, Workday, Deloitte, IBM, Call Miner, Kantar, and other partners
- After
- Elliott Management came in to AT&T in Sept, 2019, AT&T executives were not going to focus on a new CX strategy that included Medallia
- Took new opportunity to focus on broader set of verticals outside of telecom and leverage broader career experiences.
- Monitored sales performance metrics to identify opportunities for improvement in the account portfolio.
- Established key relationships with senior level executives from target accounts.
- Conducted research to identify potential new customers, markets and partners.
- Negotiated contracts for long-term business partnerships with clients.
Engagement Director
Concentrix, Convergys
01.2017 - 01.2019
- Sold BPO, Technology, CX, VoC, AI, and other premise and SaaS based technology to NAM Telcos, Financial Services, Media, and Technology companies
- C-level and officer level contacts.
- Managed multiple complex projects with competing timelines, budgets and resources.
- Created a comprehensive framework for customer success initiatives.
- Conducted research to identify customer needs, preferences and trends.
- Organized focus groups to collect feedback from customers on new products or services.
Client Partner
Sutherland Global
01.2014 - 01.2017
- Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
- Assisted in the development of marketing strategies for new product launches.
- Managed client accounts, including contract negotiations and invoicing.
- Implemented customer service initiatives to improve customer experience.
- Analyzed data from customer surveys to identify areas of improvement.
Strategic Client Director
Pega Systems
01.2013 - 01.2014
- Positioned OSS/BSS/Next Best Action and Digital Transformation solutions to NAM Telcos
- Extensive C-level, officer level, and industry relationships
- Leveraged industry partners such as Amdocs, IBM, Accenture, and Tech Mahindra
- Agreed to help Pega during my non-compete with Convergys.
Executive Director | Client Partner
Convergys
01.2008 - 01.2013
- The primary focus was selling BPO, Customer Experience, and AI/Technology solutions to large NAM Integrated Service Provider
- Supported all LOBS
- Closed largest deals in company history and over $1.5B in 5 years
- Quota attainment ~$240M/year off a total of ~$484M
- Matrixed team across the globe of several 100 sales, ops and client services people
- Left after family tragedy as role required significant international travel twice a month.
Managing Director
BearingPoint
01.2007 - 01.2008
- Led sales and solutions for OSS/BSS/HR solutions technology
- Attended Yale School of Management Leadership Program
- Left prior to companies
- Chapter 11 filing.
VP & Unit Leader
Infogix
01.2005 - 01.2007
- Led sales team focused on network, billing, and revenue assurance controls software
- Frequent TM Forum domestic and international speaker
- Extensive C-level, officer level, and industry relationships
- 20M annual P&L and 10 direct sales
- Left after sale of company.
- Recruited qualified candidates for open positions within the unit.
- Established strong relationships with vendors and suppliers in order to secure favorable terms.
- Delegated responsibilities effectively among team members in order to maximize productivity.
- Supervised administrative duties, prepared daily routines and maintained operational records.
Vice President| Client Business Executive
Amdocs & Cramer Systems
01.2000 - 01.2005
- Sold OSS/BSS/CX Transformation solutions to NAM Telcos
- Extensive C-level, officer level, and industry relationships
- Sold first NAM complex ordering network-centric workflow and decomposition solution
- Sold first NAM / LATAM network inventory solution
- Amdocs bought Cramer in 2004, a network inventory / OSS company headquartered in Bath, U.K
- Involved in numerous early-stage M&A discussions and partnerships driven by the largest client
- OSS partnership led to $1.6B in revenue over the next 10 years
- Had direct and matrix team of 15
- Left for a VP / P&L role after Amdocs acquired Cramer Systems.
- Directed business development initiatives, including acquisitions and joint venture agreements.
- Negotiated contracts with vendors for services, products and supplies.
- Managed financial operations, overseeing budgeting, forecasting and financial analysis activities.
- Collaborated with executive team members on major decisions regarding company-wide initiatives.
- Cultivated a culture of collaboration among department heads to facilitate cross-functional project execution.
- Designed incentive programs that motivated staff members while ensuring profitability targets were met.
- Delivered strategic input into business decisions and deals.
- Led team in strategic executive-level planning.
VP & Business Unit Manager
Fujitsu | DMR Consulting
Charlotte
01.1997 - 01.2000
- Led consulting, sales, HR, and finance teams performing network transformation projects for BellSouth
- Extensive C-level, officer level, and industry relationships
- 75M P&L and 200 people
- Moved backed to Dallas for family reasons.
- Conducted regular team meetings to ensure objectives were met on time.
- Managed the budgeting process for the business unit, including forecasting and resource allocation.
- Monitored customer feedback to improve product quality and services offered.
- Coordinated cross-functional teams to develop new products or services that meet customer needs.
- Negotiated contracts with vendors, suppliers, and other external stakeholders in order to secure advantageous terms and prices.
- Ensured adherence to all relevant policies, procedures, laws, regulations, standards. related to the business unit's operations.
- Provided guidance and support for senior management on developing long-term strategic plans for growth initiatives within the business unit.
- Oversaw daily operations of the business unit by setting expectations around productivity targets, deadlines.
- Maintained relationships with customers through regular communication channels such as email or phone calls.
- Recruited qualified personnel into positions within the department based on skillset requirements.
- Participated in industry trade shows or networking events in order promote awareness of our brand among potential customers.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recruited and trained new employees to meet job requirements.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Systems Engineer, National Sales Team Manager
IBM
01.1989 - 01.1997
- The leader who brought the first IBM network and front office-based solutions such as fraud management, wireless/circuit-switched data solution, and carrier accounting record transport system (switch data to billing)
- Grew segment from $10 million to $110 million in four years
- Created IBM’s “wireless company in a box” solution
- Extensively partnered with Amdocs, Accenture, Cincinnati Bell Information Systems, and other industry leaders
- Extensive C-level, officer level, and industry relationships
- Moved to Atlanta for much more significant P&L and Leadership role
- Direct and matrixed team of 15.
Guest Lecturer
Judson University
01.1990 - 01.1993
- Prepared lectures and course materials for students.
- Developed lesson plans to ensure educational objectives are met.
- Engaged with students by facilitating discussions and providing feedback on their work.
- Provided guidance and support to students in understanding the material covered.
- Advised students on academic issues, such as selecting courses or preparing for exams.
Education
CERTIFICAT - Organizational Leadership
Yale School of Management
2008
Bachelor’s Degree - Computer Information Science, Management
Judson University
ELGIN IL05.1986
Skills
- Sales & Business Development
- Management & Strategy
- Contract Negotiations
- Channel/Alliances
- Market Penetration Strategy
- Robotic Process Automation
- Team Leadership/Coaching
- Loyalty/VOC Solutions
- BPO onshore/offshore/WAH
- Internet of Things (IoT)
- Digital Transformation
- CX Transformation
- Account Updates
Timeline
SVP Global Account Management
Qualfon Group/Dialog Direct
08.2021 - Current
Vice President
Everise, A Brookfield Asset Management
01.2021 - 01.2022
Executive Director
CSG International
09.2020 - 12.2021
Strategic Accounts Director
Medallia
01.2019 - 01.2020
Engagement Director
Concentrix, Convergys
01.2017 - 01.2019
Client Partner
Sutherland Global
01.2014 - 01.2017
President
Lewisville ISD, Board of Trustees
05.2013 - 05.2022
Strategic Client Director
Pega Systems
01.2013 - 01.2014
Executive Director | Client Partner
Convergys
01.2008 - 01.2013
Managing Director
BearingPoint
01.2007 - 01.2008
VP & Unit Leader
Infogix
01.2005 - 01.2007
Vice President| Client Business Executive
Amdocs & Cramer Systems
01.2000 - 01.2005
VP & Business Unit Manager
Fujitsu | DMR Consulting
01.1997 - 01.2000
Guest Lecturer
Judson University
01.1990 - 01.1993
Systems Engineer, National Sales Team Manager
IBM
01.1989 - 01.1997
CERTIFICAT - Organizational Leadership
Yale School of Management
Bachelor’s Degree - Computer Information Science, Management
Judson University
Client Services and Sales
President
Community Leadership
Chairman
Food Pantry, Titans
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