Charles Miller Email & Phone Number

Casselberry, Florida, United States

Overseeing the everyday support infrastructure and third-party vendors critical to Thirdmill's success globally.

Orlando, Florida Area

Handle the logistical and administrative needs of the ministry so that the creative people and the development group can do their stuff in creating, funding, distributing, and training on the use of our biblical curriculum.

• Responsible for service delivery of in-house operations and contact center teams plus oversight of third-party vendor quality and service delivery. Ensured in-house satisfaction of and influenced third party vendors.
• Led teams successfully through four reorganizations, including a significant large scale conversion to a new transfer agent, with minimal disruption to service and sales.
• Contributed to successful operational launch of five investment products resulting in sales of over $56 million in past two years.
• Trained associates to act as introducing lead for sales teams – our main internal partner – to sell products through financial advisors; resulted in over $7 million in new sales in one year.
• Presented and provided reports and information to Sr. Management; included short presentations
• Executed all aspects of associate management, and included managers as appropriate: created job descriptions; set performance (KPIs) and developmental goals; conducted performance reviews; made hiring, discipline, and.

• Staffed and led 11 direct reports total in two distinct work groups – a complex product line of real estate products and mutual funds – successfully integrating both groups during first year.
• Led the monthly associate recognition program for 75 associates.
• Managed call center performance (ASA), staffing, scheduling, reporting, monitoring (NICE) and quality assurance
• Performed all aspects of resource management, including setting goals, conducting performance appraisals, and providing feedback and encouragement.
• Resolved escalated issues stemming resulting from: errors in processing; irate callers – investors, financial advisors and third parties; miscommunication, etc.
• Acted as point person for performance management resources and best practices.

Ba, Social Sciences

Master Of Science - Ms, Family Life Ministries