Harley Miller Email and Phone Number

Customer Success Lead with experience in enhancing customer engagement and achieving operational excellence within the fintech sector. Strengths in strategic planning, team leadership, and data-driven decision-making. Known for leading with empathy and fostering a culture of customer-centricity, innovation, and continuous improvement.𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬 ► 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐜𝐜𝐞𝐬𝐬: Enhanced customer retention and satisfaction, maintaining a CSAT score across 20+ case types and setting a departmental record with a 100% quality score for 26 consecutive months.► 𝐓𝐫𝐚𝐢𝐧𝐢𝐧𝐠 & 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭: Developed and implemented training programs to improve employee skills and knowledge, collaborating with the Training Department to upskill teams and enhance overall performance.► 𝐂𝐫𝐨𝐬𝐬-𝐅𝐮𝐧𝐜𝐭𝐢𝐨𝐧𝐚𝐥 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩 | 𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭: Led a cross-functional project resulting in the development of a multi-phase outsourcing plan, training over 35 vendor agents on backend operations, saving the company millions annually.𝐒𝐤𝐢𝐥𝐥𝐬: Customer Engagement | Strategic Planning | Team Leadership | Data Analysis | Quality Assurance | Project Management | Training and Development | Problem Resolution𝐓𝐞𝐜𝐡𝐧𝐢𝐜𝐚𝐥 𝐒𝐤𝐢𝐥𝐥𝐬: Salesforce (SFDC) | WorkDay | JIRA | Slack | Asana | MS Office Suite 365 | Quickbooks | Zoom | Zendesk | Ultipro | MattermostWhen I'm not at work, you can find me exploring the great outdoors, playing pickleball, or riding horses!Excited to connect with other professionals in the industry and explore opportunities to foster growth and innovation.Feel free to message me direct!