Beth Milliner Email & Phone Number

Beaverton, OR, US

Enterprise Service Management or SMO (Service Management Office)Confirguration Management Practice Manager (Sep 2018 - Present)Global Knowledge Manager (Jun 2017 - Sep 2018)

Hanover, MD, US

• Service Management and Application Support Launched new Service Management portal for Nike, Inc. following ITIL standards and supporting technology and business end users both at world headquarters and worldwide.
• Manage ITSM self-service ServiceNow portal and Service Desk tracks delivering Request Fulfillment, Incident, Change, Knowledge Management and customized functionality to best support the Nike global business.
• Define project goals, scope, approach, budget, timeline, risk management plan and communications strategy with technology and business stakeholders.
• Engage and align leadership and stakeholders through multiple project stage gates to inform strategic decision-making.
• Facilitated scoping and design workshops, ongoing project meetings, proto review sessions and tool demo meetings with two third party vendors and internal stakeholders.

Mclean, VA, US

• Digital Messaging Operations & Product (August 2010 - December 2015) Implemented domestic and international mobile banking development initiatives for 40+ partners. Critical process owner administered vendor risk plan.
• Launched and managed partner SMS marketing products partnering with a mobile messaging third party vendor achieved a 95% on-time project implementation rate.
• Managed product/project lifecycle from intake, prioritization, requirements definition, procurement, product design, resource and cost management through implementation.
• Developed strategic digital roadmap and built business cases for online servicing solutions and mobile apps for partnerships customer base, defined interaction elements and app navigation to optimize customer experience.
• Maintained agile story progress tracking system, product backlog and coordinated prioritization schedule reviews with support team and developers to ensure timely execution of programs.
• Delivered innovative mobile platform initiatives via network carrier program briefs for SMS short codes, increased credit card application rates by 24%.

London, GB

• Sales and Retention Team - Performance LeadershipManaged five-person team in India launched optimized call audit process to ensure compliance to call regulations and increase capture rate in audit results. Trained team.
• Developed and implemented leadership curriculum for global service centers in India, Philippines and Mexico; generated boost in enhancement services sales by 25% and decrease in quality violations.
• Facilitated training sessions to 100+ site managers to enhance motivation skills, metric diagnostics, agent communication proficiency and sales performance.
• Coordinated product launches, scripting updates and intranet development projects, served as digital expert for the department.
• Championed iterative content management initiatives for department to optimize associate and customer interactions.

London, GB

• Business Systems/Technology ServicesManaged, developed, tested and finalized more than 300 projects in direct marketing, global infrastructure and business improvement achieving unblemished on-time delivery rate.
• Led 5 local direct reports in project management and 2 offshore testing teams to maintain quality metrics.
• Devised and drove cross-functional teams through a comprehensive reengineering, resource reallocation and process improvement that resulted in cost savings, improved quality and efficiencies. Process redesign.
• Implemented proven communication plan to promote enhanced collaboration across business and technology disciplines/resources achieving operational vision and value driven solutions.
• Initiated collaborative effort facilitating new embossing validation method that cut implementation times by 30% and saved $18,000/year.
• Completed merchant launch initiatives, coordinated all system control record build variables and implementation processes, while balancing competing resource goals/expectations.

Bachelor Of Arts, Economics

Mba, Business Administration