I am an experienced and results-driven Operations Leader with a proven track record of driving revenue growth, building high-performing teams, and exceeding goals. I am passionate about developing strategic initiatives and fostering strong customer relationships to achieve business objectives. Throughout my 20 + years in leadership roles with Intuit, I have consistently delivered exceptional results by implementing innovative strategies, optimizing processes, and developing team members. Leveraging my strategic mindset and strong business acumen, I develop and execute effective strategies to drive business and revenue growth. With exceptional leadership abilities, I inspire and motivate teams to achieve outstanding results while fostering a collaborative and positive work environment. I excel at building and maintaining strong relationships with cross-functional professionals, stakeholders/opinion leaders, and customers, driving long-term customer loyalty and maximizing business opportunities. Overall, I am a customer-focused, goal-oriented, and visionary leader dedicated to delivering exceptional outcomes and driving business growth.Areas of Expertise:✭ Business Support & Growth✭ Customer Service/Satisfaction ✭ Identifying Customer Needs✭ Building Strong Relationships✭ Project Management & Development ✭ Team Planning & Organizing ✭ Overcoming Objections✭ Motivational LeadershipCustomer loyalty is impacted when you employ the right professionals to represent you when assisting your valued customers. Should you have any further questions regarding my professional experience or skills, please connect with me via phone or email. I always enjoy making new acquaintances.Connect with me today!
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Director, Live Services Experience Design, Small Business And Self Employed GroupIntuit Oct 2022 - Oct 2024Mountain View, California, UsIn my current role as Director of Live Services Experience Design, I:• Design, implement, and oversee service offerings connecting QuickBooks customers to domain experts to secure personalized, tailored advice and professional services related to bookkeeping and business taxes. • Recorded a 12-point increase in customer benefit metrics across FY23 and best-in-class transactional net promoter scores at 90% for flagship service offering in QuickBooks Full-Service Bookkeeping. Enhancing operational excellence and quality outcomes annually across over 2,000 experts.• Optimized and scaled two new professional services in FY23 focused on customer onboarding and on demand access to bookkeepers. -
Director, Customer Success - Us Assisted Support, Small Business And Self Employed GroupIntuit Aug 2021 - Oct 2022Mountain View, California, UsIn my previous role as Director of US Assisted Support, I:• Developed, implemented, and spearheaded strategies tailored to drive on-demand and value-added services for QuickBooks customers within Accountant, Online, and Desktop Small Business Ecosystems.• Recorded a 10-point increase in transactional net promoter scores across FY22 and best-in-class service levels at 90%. Enhance operational excellence and quality outcomes annually across over 5,000 experts and 13 million contacts.• Balanced product onboarding, proactive and reactive saves programs, resulting in a $120 million incremental revenue in FY22.• Championed an organization of 300 internal employees and 5,000 external vendors across five business process outsourcers located in both the US and the Philippines.
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Director - Service Operations And Business Intelligence, Small Business And Self Employed GroupIntuit Oct 2020 - Aug 2021Mountain View, California, UsIn my previous role as Operations & Business Intelligence Leader, I: • Implemented formal analytics organization and introduced speech text analytics and formal quality programs to deliver transactional and operational quality.• Drove foundational systems and processes across Customer Success and transported actionable acumens into customer’s experience and experts, serving them through data and statistical analysis, modeling, and visualization.• Developed and nurtured strong partnerships with business leaders and Intuit Customer Success teams, delivering and meeting requirements for human-assisted workflows and expert tools.• Closely tracked and evaluated the quality of the interactions between customers and experts through the newly established Quality Assurance Team.• Provided thorough insights and oversights into professional performance and customer questions for over 4,000 monitored interactions per month.
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Director, Service Operations And Business Intelligence - Consumer GroupIntuit Aug 2019 - Oct 2020Mountain View, California, UsIn my previous role as Director of Service Operations & Business Intelligence, I: • Utilized business intelligence powered by speech and text analytics and anomaly detection in expert experience for a workforce of over 20,000 customer-facing experts and 6M contacts annually.• Leveraged extensive business experience implementing a tech-led/data-driven approach to enhance efficiency and quality improvements, delivering $2M in efficiencies. • Significantly improved overall efficiency and quality through speech analytics by utilizing the content of 7 million minutes worth of customer interactions to answer business questions and recommend improvements.• Speech/Text analytics stood up in 4 hours to deliver perceptions into COVID-19 impacts and stimulus questions. Listened to questions, developed ideas across Intuit, and generated data shared with IRS.• Managed the forecast/capacity planning functions for CG in January led through April; recorded a 93% Service Level attainment across the season.
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Director Of Risk Operations And Quality Of Service - Consumer GroupIntuit Oct 2017 - Aug 2019Mountain View, California, UsIn my previous role as Director of Risk Operations & Quality of Service, I: • Spearheaded and coordinated the workforce and monitored compliance and accuracy with new speech analytics tools and assessment processes tailored to protect customer data.• Served as the Customer Success Segment Leader for Latino/Self Employed segment and developed and executed Customer Success strategies to drive growth in high-value under-penetrated customer segments.• Established Spanish skilling and queueing strategy to guarantee Spanish language calls were answered at parity with English calls (TY17 58% handle rate and TY18 87% against a goal of 80%).• Handled all quality and compliance operations within the consumer group; oversaw developing, implementing, sustaining, and improving processes and programs to ensure product quality and customer interactions in compliance with Tax and Financial Services businesses requirements.
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Director Of Customer Care Operations - Consumer GroupIntuit Aug 2013 - Oct 2017Mountain View, California, Us
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Group Manager - Planning And Diagnostics, Consumer GroupIntuit Aug 2012 - Aug 2013Mountain View, California, Us
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Customer Care Leader, New Business Initatives - Consumer GroupIntuit Oct 2010 - Aug 2012Mountain View, California, Us
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Group Manager Of Operations - Consumer GroupIntuit Aug 2009 - Oct 2010Mountain View, California, Us
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Senior Manager Of Operations - Consumer GroupIntuit Aug 2005 - Aug 2009Mountain View, California, Us
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Tactical Operations Manager - Consumer GroupIntuit Aug 2003 - Aug 2005Mountain View, California, Us
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Planning And Staffing Manger - Quickbooks Direct SalesIntuit Aug 2002 - Aug 2003Mountain View, California, Us
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Operations Coordinator - Quicken Service DeliveryIntuit Aug 2001 - Aug 2002Mountain View, California, Us
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Supervisor - Quicken Service DeliveryIntuit Nov 1999 - Aug 2001Mountain View, California, Us
Drea Rodriguez Miller Education Details
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Uc Berkeley ExtensionBusiness Analytics And Data Science -
University Of PhoenixGeneral
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University Of Arizona
Frequently Asked Questions about Drea Rodriguez Miller
What is Drea Rodriguez Miller's role at the current company?
Drea Rodriguez Miller's current role is Operations Leader, Customer Success Professional, Diversity and Inclusion Champion.
What schools did Drea Rodriguez Miller attend?
Drea Rodriguez Miller attended Uc Berkeley Extension, University Of Phoenix, University Of Arizona.
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