Kevin Miller Email & Phone Number

Shawnee, OK, US

• Spearhead strategic planning in alignment with stated customer requirements and overall business objectives following the merger of ASPECT software and NOBLE Systems into Aspect (formerly Alvaria).
• Maintain close communication with clients to provide comprehensive operational updates and ensure operations cohere with their expectations.
• Remain updated of current market trends, emerging software technology, and industry best practices to advance strategy and provide actionable recommendations for realizing business goals.
• Establish and maintain lasting relationships with external vendors to negotiate mutually favorable terms of contract, facilitate streamlined operations, and reliably achieve project deliverables and milestones within.
• Conduct thorough evaluations of risks and trade-offs concerning product development strategy to provide informed consultations to senior management and propose effectual contingency plans.
• Oversee operations of diverse team to enforce business plan and ensure key milestones and operational goals are consistently met.

• Closely communicated with clients to understand their requirements and implement high-quality contact center software most appropriate for their needs.
• Spearheaded the entire lifecycle of project, from initial concept to strategic planning to successful deployment and launch.
• Clearly explained to client functionalities of software and how it can be utilized to meet their business needs to enhance their understanding and mitigate risk of future confusion.
• Conducted frequent evaluations of implementation process to readily identify and address all technical issues.
• Continued to serve as Gamification Success Director during weekly residency sessions to further assist clients with any inquiries or concerns they may have so as to achieve desired results.

• Closely collaborated with Project Management team to assist clients throughout transition from Noble Systems to Alvaria, from streamlining software implementation to providing technical support.
• Thoroughly reviewed service level agreements, hardware and system architecture, functional design specifications, disaster recovery plans (failover), and any custom software throughout transition to ensure quality.
• Expertly managed and addressed tickets in a timely manner and escalated urgent issues as necessary.
• Organized weekly cadence calls to discuss current tickets and active projects.
• Facilitated productive interdepartmental collaboration to create various policies and procedures, as well as to ensure all operations cohere with client expectations and achieve enhanced client satisfaction.

• Effectively implemented industry-leading contact center gamification software for both U.S.-based and international businesses.
• Facilitated the initial kick-off call through discovery, data analysis, configuration, test casing, training, and live to designated sites.
• Comprehensively educated clients in how to utilize NOBLE software and leverage it to satisfy their specific business goals.
• Spearheaded the development, creation, and successful launch of gamification success director program to serve as a purchasable add-on for clients.
• Conducted weekly consultations with clients to maximize their respective usage, adoption, and ROI of software.

• Provided streamlined support to clients throughout entirety of their subscription, from initial software demo all the way through post-contract.
• Leveraged analytics and SaaS best practices to properly set up each unique instance, monitor trends, enhance game performance, facilitate proper utilization of SaaS product, and to ultimately increase adoption.
• Closely communicated with clients to understand their requirements and develop a plan complete with KPIs tailored to their specific goals.
• Administered exceptional customer service to successfully sell product to clients to they proceeded to paid engagement after the termination of their trial period.
• Achieved 100% client engagement after trial by establishing a trusted and strategic advisory relationship with potential and existing clients to demonstrably drive continued value and maintain high rates of client.

Dallas/Fort Worth Area

Computer Information Systems

Business Administration