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 with supplier management and third party supporting information security, policy and privacy regulations.•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%.•Coordinated team efforts utilized market research, industry trends and related analytical data to improve online customer experience ratings and online click rates by 11%.•Managed project resources, vendor relationship and performance of delivery channels; supervised production issues mitigating impact to project scope, customers/clients and contracted partners.

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 in streamlining communications, documentation archival, site leadership and navigating conflict resolution.•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 improvement cut labor time and resource costs by 32%.•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