PAUL MILLER

PROFESSIONAL PROFILE

229 Kent Street Saint Paul, MN 612-282-5063 paul.r.miller1@gmail.com linkedin.com/in/paulmillermn

DYNAMIC TECHNOLOGY & BUSINESS LEADER My mission is to deliver high quality products and provide outstanding customer service to partners, clients, and customers. I am an innovative manager and leader with over 15 years of diverse experience in a variety of industries. Having boots on the ground across several business functions, I think outside of the box to realize big picture objectives. Fluent in the languages of technology and operations, I serve as an interpreter, managing the effective delivery of technology solutions in pursuit of tactical and strategic goals. I am passionate about leading teams, helping people to become the best versions of themselves. I take an interest in the goals and aspirations of each of my team members, helping them get to that next level in their careers. I thrive and function at my peak in fast-moving and complex environments, surrounded by high-achievers, where I can leverage my determination and apply my problem-solving skills to accomplish challenging goals.

CAREER SYNOPSIS

RELS MANAGEMENT, LLC, Minnetonka, MN (January 2013 Present) IT Program Manager Rels Valuation is a national residential valuation company that provides a wide range of data products and automated valuation models, broker-driven products as well as appraisals and appraisal reviews. Recruited as a project manager and subsequently promoted to IT Program Manager. As the leader of the Project Management Office (PMO), I am responsible for all aspects of project and program delivery in support of technology operations. I lead teams of application developers, project managers, and QA analysts, managing overall compliance and program tracking. I work closely with other business units and IT departments, develop project management processes and practices, and mentor and develop project management staff. Currently implementing a plan that will result in an annual labor cost savings of over 40% while improving product delivery and maintaining staffing levels. Reboot and leadership of Quality Assurance team, implementing a formal Quality Assurance testing methodology and managing QA activities for multiple projects. Development and leadership of the Project Management Office (PMO), including the implementation of formal project management processes following the Project Management Institute (PMI) standards. Improvement of portfolio management with resource prioritization focused on delivering business value and risk mitigation and compliance. Managed enterprise software development projects and programs. Drove projects from conception through completion. Developed project plans and ensured milestones were met according to schedule. Tracked issues, facilitated resolution, and provided status reports to executive leadership.

CONTINUED

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CAREER SYNOPSIS CONTINUED

PRIME THERAPEUTICS LLC, Eagan, MN (2011 2012) Senior Metrics Analyst Prime Therapeutics is a leading pharmacy benefits manager administering the prescription drug benefits of nearly 20 million Americans. Recruited as Network Operations Specialist and quickly promoted to Senior Metrics Analyst for the Pharmacy Network Operations department. Provided information and analysis to internal and external stakeholders for the purposes of assessing trends, verifying performance, and monitoring operational volume. Partnered with technology, PMO, and business teams on projects to enhance AS/400 system used for claims adjudication. Received the Quasar Award for significant project contributions at client and department levels. Selected Accomplishments: Designed and implemented a capacity planning model to facilitate the assessment of trends and their impact on staff planning. Implemented a repeatable scorecard process to measure performance and provide feedback for various roles in the department. Mentored consultants engaged in pharmacy outreach for the purpose of compliance with Centers for Medicare and Medicaid (CMS) regulations. RE/MAX Results, St. Paul, MN (2007-2011) Sales Executive Represented buyers and sellers in residential real estate transactions. Evaluated properties for buyers, led staging and listing preparation for sellers, and facilitated contract negotiation. Coordinated the property closing and title transfer process. Designed and executed marketing campaigns and client appreciate events. Developed, maintained, and wrote content for a sales website and blog. * Previously licensed with Edina Realty EXPRESS SCRIPTS INC, Bloomington, MN (2003-2006) Call Routing Analyst Express Scripts, Inc. is a Fortune 100 company and one of the largest pharmacy benefits management organizations in the United States. Responsible for all activity related to the design, implementation, and administration of contact center call routing. Administered Call Management System (CMS) application to provide call reporting for business units. Developed a centralized data source for call routing, toll-free number, and disaster-recovery documentation. Served as system administrator for eQuality Balance and eWorkforce Management applications. In a previous role as Customer Service Supervisor, directly supervised a team of thirty customer service associates. Measured performance based on set standards, coaching employees and administering programs to increase productivity and recognize individual achievements. Key Subject Matter Expert (SME) on a project team charged with revamping the contact center scorecard program, shifting focus to quality without sacrificing utilization and other Key Performance Indicators (KIPs). Developed a database application to measure performance and generate employee scorecards, which was subsequently deployed at six contact centers across the United States.

AVAILABLE TO RELOCATE

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PREVIOUS EXPERIENCE

AMERIPRISE FINANCIAL, Minneapolis, MN Call Center Analyst Worked closely with Command Center team, implementing plans to achieve service level goals while ensuring quality customer service. Provided reporting on key performance indicators using Ciscos Unified IS (CUIS). Managed skills administration for call center agents. City of Chatfield, MN Police Officer Served the residents and business owners of Chatfield, responding to crimes, accidents and other calls for service. Conducted investigations of criminal offenses, missing persons and all public safety incidents, writing reports, issuing citations and making arrests when appropriate. Mediated crisis situations and various types of disputes. VOLT WORKFORCE SOLUTIONS, Minneapolis, MN Program Coordinator Managed a temporary workforce of 80+ Volt employees assigned to ReliaStar Financial Group (now ING/Capital One). Administered the requisition process for client workforce needs. Met with client managers on a regular basis to monitor quality, assess upcoming needs, and new or changing issues in their departments. Responsible for HR functions, including hiring, training, recognition, corrective action, and termination. PERKINS & MARIE CALLENDARS, Coon Rapids, MN Guest Service Manager Managed Front of House Operations with responsibility for driving sales, improving cost of labor, and reducing operating expenses. Provided direction for staff to ensure guest satisfaction, anticipating and correcting system breakdowns and deficiencies. Established and maintained proper staffing levels for all positions. Full management responsibility for a team of 30 employees, including hiring, scheduling, payroll, corrective action, and termination. DAMARK INTERNATIONAL, Brooklyn Park, MN Call Management Analyst Maintained Call Management System skilling and manpower placement. Optimized intraday utilization through flexible staffing. Coordinated time management to facilitate supervisor discussions, training, and other off-phone activities. Analyzed Avaya Call Vectors to troubleshoot call routing issues. Provided call center data analysis and reporting as needed for all departments.

EDUCATION

Concordia University, St. Paul, MN Bachelor of Arts, Criminal Justice Examination Institute for Information Science (EXIN) ITIL v3 Foundation Project Management Institute (PMI) Certified Associate in Project Management (CAPM)

AVAILABLE TO RELOCATE