Charles Miller Email & Phone Number

Paso Robles, Ca, Us

Consultation on immersive media projects, primarily in the music and streaming television industry.

New York, Ny, Us

Developing strategies in partnership with the Communications Departments’ various PR groups for the New York Knicks, the New York Rangers sport teams as well as The Madison Square Garden Company's various iconic entertainment venues in New York, Chicago, Los Angeles and future venues in Las Vegas and London - MSG Sphere. • Delivered on a one-year plan to set and activate digital KPIs to measure PR effectiveness• Established a comprehensive methodology to measure scale, scope, and tone to maximize ROI • Implemented social media monitoring practice to evaluate PR impact and refine communications• Initiated an earned influencer engagement strategy to expand reach beyond traditional outlets

• Advise content creators on digital strategy and development (OTT, SVOD, TVE, social media) toward building brand enthusiast advocacy.• Employ data rich resources such as online monitoring, text mining and examining qualitative and quantitative data and deploying brand enthusiast platforms, so clients can optimize fan loyalty and channel viewership.• Proven success managing cross-functional teams in a matrixed environment of agency and client-side teams to deliver complex, concurrent solutions on deadline and within budget.

Dallas, Tx, Us

• Key member of OTT Core Leadership Team with a focus on integrating processes, workflows, metrics, and customer experience across multiple teams (product, marketing, engineering, IT, care, CX)• Crafted successful “Digital First” strategy at inception of AT&T’s DIRECTV NOW OTT and advanced NFLSUNDAYTICKET.TV streaming video services, using a tiered digital strategy to reduce costs while increasing CX • Established fast feedback loops from retail frontline sales to customer contact breakage in order to discover gaps, drive improvements, and accelerate product innovation• Innovated first end-to-end combined retail and customer digital support strategies for AT&T retail stores to load balance retail support staffing, drive consistency of message across both Retail and Customer Service and save back office operating costs • Manage team of 7 direct reports with 300 full-time staff and vendors that oversee OTT consumer support

Dallas, Tx, Us

• Recognized with expanded scope of responsibilities to include full brand portfolio (DIRECTV NOW, DIRECTV, U-verse, AT&T Broadband) for newly created corporate entity (AEIS)• Unified targets and performance metrics across entertainment and internet brands to increase capacity while reducing costs and operational redundancies saving $3M/year• Increased use of proactive content to drive engagement rates from <1% to 4%• Managed 5 direct reports with staff of 150 internal and external employees

El Segundo, Ca, Us

• • Developed DIRECTV's social media strategy to save $8M/year in contact costs• Accelerated Engineering DVR development cycle from 2 years to 1 by crowdsourcing with online communities• Funded and launched a social media peer-to-peer Technical Community to deflect 2M calls/year by recruiting top contributors from industry-leading discussion groups• Managed @DIRECTV Twitter and launched DIRECTV’s Facebook presence • Led CX team to solve CRM system obstacles with innovative use of virtualized servers to deliver a 20 point CX gain• Developed C-level sentiment monitoring for executive team through Voice of the Customer online insights • Launched support for OTT Spanish language service (Yaveo) as proof of concept for a General Market service• Consulted on 5-year Digital Transformation Roadmap for DIRECTV Latin America (Buenos Aires) • Directed a team of 150 staff, comprised of direct reports and on- and off-shore vendor labor, to execute on e mail, technical forums, and online support

El Segundo, Ca, Us

• Moved DIRECTV.com from a Consideration Phase site to a full-journey Retail and Customer Account Management transactional site generating $10M/year in revenue while reducing bottom-line costs by $18M/year • Tasked by CFO to lead a 1-year Finance task-force to bridge Finance and Marketing gaps on credits and refunds • Implemented new credit model for contact centers to meet year-end targets through seasonal modeling• Cut credit abuse through systematic customer ARPU scoring and agent scorecard for issuing credits• Pitched CFO a successful model to solve premium network intra-month churn and implemented with CIO to avoid high-profile contract dispute

El Segundo, Ca, Us

• Pitched and launched a functional transaction-based site with a focus on reducing top transaction drivers: bill issues, PPV orders, programming upgrades, and hardware orders • Launched Click for Callback and Virtual Agent driving +10% successful website registrations and improved metrics to deliver break-even ROI in 10 months• Led multi-disciplinary team of programmers, designers, and writers to collaborate and meet strict deadlines

El Segundo, Ca, Us

• Pitched and launched a functional transaction-based site with a focus on reducing top transaction drivers: bill issues, PPV orders, programming upgrades, and hardware orders • Launched Click for Callback and Virtual Agent driving +10% successful website registrations and improved metrics to deliver break-even ROI in 10 months• Led multi-disciplinary team of programmers, designers, and writers to collaborate and meet strict deadlines

Us

• Established Web Development line of business with the corporate MIS Director, quickly landing leading entertainment and brand name accounts for site development and hosting • Designed and supported corporate website • Entrusted with Top Secret Clearance for analysis and presentations to the NSA and U.S. Air Force

• Recruited from consultant role to in-house Art Director to lead digital design and production team for automotive group of magazines, including Automotive Fleet, Auto Rental News, Business Driver, and Fleet Financials • Trained entire staff in in-depth use of digital publication tools (Illustrator and Photoshop)• Created new promotions department to improve quality of in-house and client-requested advertisements leading to 35% increase in productivity

Bfa, Communication Design

High School Diploma, General Studies

Associate Arts, Art/Art Studies, General

Bfa, Communications Design