Director Resume

Title
Director

Primary Skills
Leader who understands customers and customer service

Location
US-WA-Redmond

Posted
Jan-22-09

THOMAS MILLER
14139 176th Avenue NE
Redmond, WA 98052
Phone: (425) 466-4858
E-mail: tmillerwa@gmail.com


"In my 20+ years in the technology industry, Tom Miller is hands-down the most capable, skilled individual in an
executive management role that I have ever worked with. I had the pleasure of working for Tom at two different
companies over the span of 14 years. Tom is a natural leader that provides his staff with the tools and direction to excel,
without micromanaging. Tom has excellent interpersonal skills that allow him to work effectively with varying
personalities. His management style not only makes Tom a highly respected performer, it also raises the performance
and productivity level of the entire team around him. Tom also understands business and technology. He is capable of
building, growing and maintaining a top-notch services organization from the ground up or rebuilding a failing one, while
consistently operating with the highest levels of customer satisfaction. I've witnessed it personally on multiple
occasions. I cannot say enough how much I respect Tom as a professional and as a person." December 8, 2008
~ Blake Carrigan, Senior Support Consultant, SourceCode North America

PROFESSIONAL SUMMARY
Global Operations, Professional Services and Support Management Executive with extensive domestic and
international contact center experience including Ireland, Netherlands, France, and South Africa -- Quota-
breaker, consistently exceeding revenue and profit targets -- Efficiency specialist, implementing best practices
and improving KPIs -- Articulate communicator, building rapport at all levels -- Skilled technology analyst,
implementing leading-edge solutions -- Top performer who thrives in a high-expectation, high-stress
environment -- Client advocate, committed to exceeding customer expectations

CORE COMPETENCIES
P&L responsibility -- Multi-site management -- Service program design/sales strategy -- Business system/process
reengineering -- Benchmarking and performance metrics -- Team-building, staff development and motivation --
Meticulous about quality control -- Ability to manage multiple mission-critical customers with stringent SLAs --
Skilled in customer acquisition/retention -- Exceed service, quality and cost objectives -- Global management of
distributed workforces -- Passionate about leadership by example -- Merger management -- Extensive experience
building and transforming technical teams into revenue-producing profit centers -- Consistently deliver
significant positive impact to bottom-line

PROFESSIONAL EXPERIENCE
SOURCECODE NORTH AMERICA (K2) - Redmond, WA
A privately-held manufacturer of business process management software for the Microsoft platform using
SharePoint, InfoPath, SQL Server, and Web services; 250 employees worldwide.
Director, Professional Service - Apr/2005 - Dec/2008
Reported directly to VP, North America. Responsible for managing all aspects of the North American
Professional Services Business Unit, including consulting, technical support, and training.
-- Increased profit contribution from $400K per year to $2MM per year over a 4-year period.
-- Managed 5 direct reports and 17 indirect reports.
-- Marquee clients included Microsoft, Eli Lilly, American Express, and Del Monte.
-- Drove division profitability from $100K per quarter to $500K per quarter, improving gross margin from
50% to 60%.
-- Increased revenue from $1MM per year to $4.5MM per year over 4-year period by expanding service
offerings and retaining customers.
-- Implemented operational efficiency metrics including standardized support processes and
documentation, improving profitability from 50% to 60% and improved CSAT scores from 80% to 90%.
-- Achieved 95% renewals through implementation of standard maintenance renewal process.
-- Partnered with corporate legal counsel to establish professional services agreement review and approval
process.
-- Achieved or exceeded annual service and maintenance sales quotas (ranging from $1.5MM to $4MM).
-- Championed and executed implementation of new consulting services team, delivering operational
improvements and increasing profitability by $500K per year.
-- Responsible for management of projects ranging from $20K to $250K with timeframes from two weeks
to eighteen months for multiple customers across North America including Wells Fargo and American
Express.

AREVA T&D - Bellevue, WA
A $53MM provider of control systems and services for companies engaged in electric power production and
distribution. T&D products include consulting, diagnostics, maintenance, repair, customer support and training
on the software control systems. Europe is AREVA's largest market, followed by Asia/Pacific.
Director, North America, Automation Support - Nov/2003 - Apr/2005 Bellevue, WA
Reported directly to VP of Worldwide Automation Support. Responsible for 24/7 inbound services operation
(20 seats) including technical support, field support and training.
-- Maintained profit contribution of ~$4MM per year.
-- Managed 5 direct reports and 35 indirect reports.
-- Marquee clients included ERCOT, ISO New England, and Hydro One.
-- Partnered with global team including France, Germany, UK, and India to standardize and improve
service and support offerings.
-- Implemented standard operational metrics, improving highly satisfied customers by ~10%, and
improving cost controls, increasing revenue and call volume by 10% while maintaining staffing levels.
-- Championed third-party ticket tracking system, resulting in standardized ticket processes and customer-
accessible ticket information; CSAT scores improved from ~80% to 90%.
-- Reduced trouble ticket backlog by 50% while increasing internal training and maintaining regular ticket
reviews, with no FTE increase.
-- Identified and addressed inefficiencies, increasing tickets per consultant by 10%.
-- Authored market analysis and developed new services, generating $2MM in additional annual revenue.
-- Drove division profitability of ~$900K quarterly while improving gross margin by ~10%.

FILENET CORPORATION, ACQUIRED SAROS CORPORATION; NOW KNOWN AS IBM - Kirkland, WA
A $400MM provider of imaging, workflow and document enterprise software.
Director, Corporate Response Center - Jan/1997 - Nov/2003
Reported directly to VP, Worldwide Support. Promoted repeatedly to positions of increased responsibility after
Saros acquisition by FileNet; in most recent position, responsible for all operations of two 24/7 Technical
Support Call Centers (totaling 125 seats), including operations, staffing, training, QA and WFM.
-- Maintained profit contribution of ~$30MM per year.
-- Managed 6 direct reports and 125 indirect reports.
-- Marquee clients included State Farm Insurance, Eli Lilly, Tennessee Valley Authority (TVA), and the
Nuclear Regulatory Commission (NRC).
-- Partnered with European director in launch and implementation of European call center in Dublin,
Ireland.
-- Key contributor in development and implementation of call management and CSAT metrics, achieving
continuous improvement required for quality certification.
-- Achieved Support Center Practices Certification (ISO 9001-type program) and maintained certification
each year thereafter.
-- Migrated two ticket systems to Vantive and Peoplesoft, improving tickets-per-support-engineer by 10%,
delivering better reporting and reducing ticket overhead by ~10%.
-- Achieved industry-leading 4% turnover rate YOY for 4 consecutive years.
-- Instituted process improvements, delivering consistent hold times and standard escalation procedures,
resulting in 100% CSAT improvement (from 45% to 90% highly satisfied), maintaining CSAT scores in
spite of 30% staff reduction.
-- Reduced call hold times across all response centers from 1 minute to less than 20 seconds.
-- Received Division Excellence Award (annual top five performer out of 250 staff) and three Outstanding
Team Recognition Awards (annual top performing team in the response center).
-- Drove quarterly division profitability (~$7MM), improving gross margin by ~5% over a 3-year period.
-- Achieved 95% staff retention, including all top technical talent for 5 years, in wake of a merger.
-- Immediately following FileNet acquisition of Saros, promoted from Manager to FileNet Senior Manager,
to Site Director, and finally to Support Center Director.

SAROS CORPORATION (ACQUIRED BY FILENET) - Bellevue, WA
A $75MM (1997 revenue) document management software company serving large corporations and law
firms.
Manager, Worldwide Technical Support - Aug/1992 - Jan/1997
Reported directly to VP, Worldwide Sales. Promoted to position of increased responsibility; in most recent role,
responsible for multi-site global technical support, including operations, staffing, training delivery, training
materials development, and technical services (14 inbound seats).
-- Reached and maintained profitability of ~$100K per quarter.
-- Managed 12 direct reports and 2 indirect reports in Bellevue, WA and Amsterdam, Netherlands.
-- Clients included Coca Cola, Tennessee Valley Authority (TVA), Pacific Gas & Electric, and Pacific Bell.
-- Implemented "home-grown" support ticket solution, reducing executive escalations to zero through
management style in spite of company-wide acquisition-related problem issues elsewhere.
-- Achieved gross margin of ~60% by controlling staff increases and improving ticket-closure per engineer,
maintaining profitability of ~$100K quarterly.
-- Built technical training course delivered directly to customers, reducing support load and increasing
customer adoption.
-- Served as technical trainer for first 2 years with company; promoted to management.

PRIOR POSITIONS HELD
CAL STATE UNIVERSITY, FRESNO - Computer Services Coordinator - Dec/1985 - Aug/1992
MADERA COUNTY DEPT OF EDUCATION - Tech Services Delivery Consultant - Jan/1978 - Dec/1985

EDUCATION
CALIFORNIA STATE UNIVERSITY, Fresno, CA
M.S., Psychology

UNIVERSITY OF CALIFORNIA, Santa Barbara, CA
B.S., Psychology

PROFESSIONAL DEVELOPMENT, NOTABLES
-- Six Sigma training
-- Total Quality Management training
-- Certified Support Manager
-- Software proficiency in MS Word, Excel, Access, Outlook; SalesForce.com, PeopleSoft; Crystal Reports
-- Subject Matter Expert, Support & Services, University of Washington Product Manager Certificate
Program - May 2005 & 2006
-- Software Support Professional Association (SSPA), former member
-- Presenter, National Service Strategies Conference; Support Center Best Practices
-- Willing to travel up to 50%

Certifications
Certified Support Manager


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