John Milligan, Msa, Lssbb Email & Phone Number

Westlake, Texas

Westlake, Tx

Colleyville, Tx

John Milligan founded J.A. Milligan & Associates, a management consulting business, in 2016. The business specializes in process design and execution. Based on his successful leadership with Fortune 250 companies, John Milligan provides a unique perspective in management leading to improved customer experience, profit improvement, and people development.

Irving, Tx

- Partner across all functions of the business to help identify opportunities and drive improvement using Lean Six Sigma processes and tools. - Generated over $3.5B EBITDA savings in 2015 with partnerships between business operations and transformation teams.- Developed relationships with department heads, which significantly facilitated communication and problem resolution capabilities within the organization.- As a key member of Business Process Management team, worked across the organization to map existing processes, identify defects, calculate cost of delivery, and make improvement recommendations.

Irving, Tx

- Partnered with Area Market teams to standardize customer service metrics, definitions, calculations and national reports.- Implemented an enterprise Business Intelligence platform for reporting and analytics.- Developed and maintained web based performance tools for customer service representatives and center management.- Compiled statistical information for analysis and action based on quantitative and qualitative canter rankings.- Implemented programs to reduce calls into call centers saving over $5M annually.

Little Rock, Arkansas Area

- Supported 13 domestic centers and 3 offshore call centers with headcount exceeding 5200.- Managed teams responsible for resource management, financial reporting, performance reporting, web development, IVR and capacity planning.- Created and executed on an outsourcing strategy that reduced support expense by $38M over two years.- Lead role with integrating 11 Alltel centers into Verizon operations.- Responsible for sourcing, training, and balancing resource load required to handle calls for larget telecom billing conversion in US history.

Little Rock, Arkansas Area

- Appointed to position by CIO to identify opportunities, drive improvements and accelerate programs that had significant impacts to the bottom line.- Transformed team from project management organization to an enterprise program management office.- Developed a team of highly skilled program managers, project managers, and analyst responsible for managing large scale, cross functional initiatives.- Ensured consistent application of program management methodology across the enterprise.- Managed resources responsible for integration and conversion of company acquisitions.

Little Rock, Arkansas Area

- On-site executive at customer headquarters responsible for service and product delivery.- Responsible for building and maintaining C-level relationships.- Responsible for $25M/year, 5 year outsourcing contract consisting of end user billing, access billing, service order, plant records, and financial systems.- Increased first year revenue by $7M by listening to customer needs and demonstrating value proposition.- Provided consultative services to executives on all aspects of call center and service center operations.

Greater Atlanta Area / Mumbai, India

- Member of a dedicated five person team responsible for winning a multi-million dollar, seven year contract with an international consortium. - Responsible for creating proposals and contract consisting of consultative services and data center operations for a start-up wireless provider in India.- Created a team of professionals in Atlanta responsible for developing process and training material and a team in India responsible for delivery and support.- Developed call center and service center blueprints that were used to build centers in India.

Bba, Business Management

Activities and Societies: Pi Kappa Phi, Gamma Beta Phi, Small Business Administration

Master Of Science Administration, Business