Mike Milos Email & Phone Number

Newburyport, Ma

Beverly, Ma

Faced paced oriented environment driving technology initiatives across all aspects of the business. Exciting small international company environment with offices in US, UK, and AUS. Hands-on management of all aspects of the technology environment from infrastructure, help desk management, cloud based phone and call center software, CRM, and Marketing Automation systems.

Watertown, Ma

- Program manager for complex SaaS B2B product driving and supporting client experience and operations improvement domains. Product expert and advocate in pre-sales and post-sales settings.- Project portfolio: integrated client dashboards, streamlined workflow capabilities, intelligent rules engines, work queue management, vendor workflow integration, OCR vendor evaluation, Salesforce CRM data modeling tool development, internal training programs, scaling merchant banking administrative capability, and developing a provider incentives payment management system. - Big data analytical experience across healthcare revenue cycle management (RCM) enabling deep and focused problem solving. - Spearheaded development of new core operational metric which measures the speed of posting over $1.5B in payments per month; and the supporting tools/processes to identify outliers to drive improvements.- Project management team lead managing, hiring, training, developing, and mentoring a diverse team of project managers and professionals in a fast paced organization with an extensive matrix of stakeholders across internal departments, external vendors, and customers.Other Roles: Manager, Product Innovation leading stakeholders and a development team.

- Identified and improved unreturned equipment collection process by 20%; $8M cost savings improvement through collaboration with cross-functional team.- Managed business requirements definition, design, and implementation of a database and application to track unreturned equipment; improved process execution and comparative metrics. - Piloted a new collections process as a proof-of-concept to reduce costs by a factor of four and maintain results; effectively negotiated with vendors and secured management’s confidence. - Spearheaded a process improvement program that dramatically increased trouble call installation revenue by 300%. Coordinated the successful launch across seven business regions.- Recognized for the development of business process metrics for trouble calls that provide pinpoint coaching opportunities for supervisor teams; metrics influenced cultural shift leading to repeatable and sustainable results.- Performed due diligence and launched ‘convenience fee’ program resulting in 30% deflection of inbound customer calls to automation for payment transactions.

- Replaced antiquated network pricing tool with custom web-based application and back-end interfaces that revolutionized and simplified a sales quote process that delivered accurate, real-time quotes. Project scope included RFP development, vendor selection, delivery, testing and phased roll-outs and training. - Redesigned and repositioned a sales support specialists’ team to support complex network design sales support and multi-site configuration enterprise deals.

- Managed the finances of a $50M program including the development of the business unit's first earned value metric reporting system.- Completed historical results analysis, methodology assessments, and collaborated with industry experts to make recommendations to improve a $1B telecommunications invoice analysis process.

- Executed technology and application design review of major outsourcing arrangement leading to identification and management presentation of risks.

- Advised client senior management of technology risks including information security, application development, operations, and application design.

- Developed audit software for banking industry clients to improve audit efficiencies.

Ms, Finance

Bs, Accounting And Computer Science