Ricky Miller Email and Phone Number
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As a client-centric Call Center Operations Executive, I deliver high-caliber performance, exceeding the key metrics that fuel progress to generate growth for renowned telecommunications companies like UnitedHealth Care,T-Mobile and Verizon. I’m a strong leader and mentor of large cross-functional teams that produce first-class customer care—cutting call abandonment rates, reducing escalations, increasing client satisfaction, and generating noteworthy revenue. Notable Achievements:♦ Lead one of T-Mobile’s largest retail region, generating $50M+ in revenue and over 12% YOY growth, directing 1,500+ employees.♦ Developed, executed and managed operational control programs for 4 call centers nationwide, with a $160M budget and 2400 employees. Garnered 15% retention save rate two years in a row while improving NPS and Quality by 25% and One call resolution lifted by 30%.♦ Led bilingual Call Center that realized 110% of domestic sales plan and 150% of global plan for T-Mobile while starting new, off brand wireless partnership with Wal-Mart—earned Top Center of the Year Award.♦ Chosen to lead $60M start-up of two separate customer Call Centers in the Philippines and Argentina—on-boarding over 1,000 Agents and 25 Managers.♦ Slashed Verizon’s churn by 3% and achieved 110% of closing rates while maintaining low abandonment rates and bolstering profit by 30% via tactical service campaigns.♦ Earned numerous awards at T-Mobile—Top Center of the Year for ranking #1 in customer satisfaction, sales and resolution; Call Center Director of the Year Leadership Award. Received Verizon’s Circle of Excellence Awards—5 times for top sales/customer experience—#1 in country.Additional Competencies:♦ Call Center Management♦ Operations | P&L♦ Strategic Planning | Execution♦ Process Improvement♦ Organizational Development♦ Customer Experience♦ Talent Development♦ Recruiting♦ Technology Implementation♦ Data Analysis | Metrics♦ Change Management♦ Third party leadership/BPO
Retina Consultants Of America
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Head Of Research Referral Call CenterRetina Consultants Of America Mar 2023 - PresentSouthlake, Texas, Us
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Vice President Customer ServiceAlto Pharmacy Aug 2021 - Aug 2022San Francisco, California, UsVP of Care, Responsible for Customer Care Function including all front line and supporting operations. Operation excellence, Learning and development, WFM , Recruiting and Analytics. Total Headcount of 400+ PL management -
Vice President OperationsUnitedhealth Group Sep 2017 - Aug 2021UsVice President – Multi site and Vendor Management I am charged with coordinating the efforts of 2000 +customer care representatives and leaders in support of OptumRX Specialty Pharmacy, Med D and Office base clients and members. As well as leading our BPO Vendor relationship of additional 1500+ Care representivesProvide leadership and guidance as a member of the Care leadership team• Responsible for $150M in operating budget • Leading department transformation to include the installation of mission and values• Support the onboarding of new clients and acquisitions Responsible for providing overall direction and guidance of multiple Call Centers operational and business development activities for specialty pharmacy call center operations with the objective of maximizing growth Patient experience and profitability. . -
Sr. Director Of Retail Sales|ServiceT-Mobile Apr 2015 - May 2017Bellevue, Wa, UsPromoted and charged with additional responsibility due to best in class performance in call centers, as the region needed a seasoned director with strong people management skills and a strong record of leading from the front. Lead one of T-Mobile’s largest region, one whose performance determined plan attainment for T-Mobile overall. Manage $80M budget, lead 10 direct reports and 1500 consumer and business sales people. Establish strong vision/strategy, coach, develop and inspire to grow the business year over year. Accountable for visiting 100+ stores, taking care of customer issues or pain points.Lead T-Mobile’s largest region—generating $50M+ in revenue and over 12% YOY growth. Direct 1,500 total headcount, with 10 direct reports in receipt of top region honors internally for sales across last three quarters—with a low churn rate below 2.5. Ranked Top 3 in the country in Sales and #1 Customer experience with a NPS Net promoter score of 60. -
Director | General Manager, Customer Service & Sales|B2B|T-Mobile 2011 - 2015Bellevue, Wa, UsPromoted to turn around one of T-Mobile largest call centers 700+ With 8 direct reports . Administered Center programs and processes focused on workforce leadership, professional development, IT applications, process improvements, turnarounds, and all long and short-range planning elements. Further, excelled at customer retention and was thus awarded the Top Center recognition for 15% retention save rate for both 2013 and 2014. Devised and communicated strategic action plans, focused on enhancing customer experiences—improving NPS and Quality by 25% and One-Call resolution by 30%. Recruited, on-boarded, trained and coached team members; included fielding personnel relations, enhancing employee satisfaction levels.Additionally, audited, evaluated, and resolved noted concerns during audit processes, improving audit scores from low 60% to the high 80%. Acknowledged areas for improvement and crafted viable action plans to fuel substantial productivity increases. Earned the T-Mobile Top Center of the Year for customer satisfaction and sales—achieved Best in Class results, NPS 58 and sales goal of 130%.
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Director Channel ManagementT-Mobile 2010 - 2011Bellevue, Wa, UsPromoted to lead a group of leaders in creating robust low cost customer departments and oversee operations for a multi-language call center. Saved company 50% on call per customer by offshoring the customer service center while maintaining great net promoter scores, quality, and customer experience. Also noteworthy, realized 110% of its domestic sales plan and 150% of its global plan. Earned T-Mobile Top Center of the Year for starting a new, off brand wireless partnership with Wal-Mart—establishing a customer service department and offshoring all call centers.
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Technical Care Center DirectorT-Mobile 2008 - 2010Bellevue, Wa, UsPromoted and assumed more complexity in role due to record and ability in building high performing teams with strong people leadership. Managed a $50M budget. Saved company $20M on handset returns through a robust troubleshooting process—leading to being crowned Best Place to Work in New Mexico 2008 and 2009.In addition, realized110% of domestic sales plan and 150% of global plan. Improved center ranking from #13 to Top 3 in the country and #1 in tech care. Earned the T-Mobile Top Center of the Year for #1 in customer experience, resolution, and productivity.
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Director,Gm , Bilingual Sales Service Call CenterT-Mobile 2006 - 2008Bellevue, Wa, UsPromoted for strong record of process and people leadership at Verizon. Managed $50M and 900 headcount for one of the largest T-Mobile call centers. Implemented strategies focused on people, process, and performance. Led from the front, with a showing vs. telling approach, while developing a strong accountability and robust recognition program.Attained TOP Center for Sales and Customer Service—110% sales plan, 90% One Call resolution, and Top 3 in the country for quality. Through customer-focused innitiatives, reduced T-Mobile’s churn by 3% and achieved 110% of closing rates while maintaining low abandonment rates and bolstering profit 30% via tactical service campaigns. Additionally, was the first call center in the company to achieve 90% One-Call resolution.Also noteworthy, inspired, developed, and implemented a robust process that led to consistently measure best in class performance in #1 status – customer sites, based on KPIs. Improved Voice of the Customer over 20% to 95%. Won Best in Class in lifting productivity from 15% to 75%. Lowered attrition 15% annually and reduced Customer Resolution Average Time 48 seconds. Received Call Center Director of the Year Leadership Award, both in 2006 and 2007 and was also awarded Best Place To Work in the Valley in 2006 and 2007.
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Regional Director Sales/ServiceVerizon Wireless 2005 - 2006Basking Ridge, Nj, UsPromoted aggressively through several roles, including Sales Representative, Sales Supervisor, Sales Manager, Senior Manager and Director for expertise, skills and performance that delivered results. Charged with leading the six call centers—onshore/off shore service, sales and retention. Managed wide-ranging operations to enhance performance across all metrics—Call Center management, customer satisfaction, revenue increases, budget and resource allocation. Managed a $40M budget while simultaneously managing 10 direct reports, a team of 15 Managers and a total of 80 Supervisors.Chosen to lead a $60M start-up of two separate customer Call Centers internationally in the Philippines and Argentina—on-boarding more than 1K Agents and 25 Managers. Also built and led a dynamic, self-founded team, including spearheading all training, mentoring and supervisory, as well as guiding Directors to effectively lead CSR labor resources and overall operations during peak call times. Decreased annual expenditures by $8M through effectively managing vendor relations and negotiating deals that cut overall operating costs.Managed service-level agreements (SLAs), guaranteed contract compliance and fostered positive vendor relations, including RMH and Sykes. Was honored with a #1 ranking and both 2nd and 3rd place for flagging Centers using training teams to improve service, grow customer satisfaction, and increasing close rate percentages. Also ranked 1st in cost-per-call across the corporate network—slashing abandonment and CSR handle times by 10% total. In addition, increased quality scores and monthly performance 10% by developing and implementing an expert call flow model. Implemented Big Five SOPs as best practice across multiple Verizon performance measurements—resulting in a #1 designation for Sales and Customer Retention. -
Director | Gm Of Sales/Customer Care Center Of Worldcom (Verizon)Verizon Wireless 1996 - 2006Basking Ridge, Nj, UsPromoted and relocated to Houston, Texas to lead as Director/GM of Sales and Customer Care Center after two previous Director roles in Niles, Ohio and Wichita, Kansas. Managed ~$50M operating budget and staff of 800 while overseeing two Customer Service Centers and two Sales Centers.Led teams that earned Top Customer Care Center designation with 105% close rates and an operating budget cut by 10% in spending totals. Attained 120% set targets, 108% close rate goals, and a record-low abandonment rate. Additionally, generated highly effective sales plan for over 20K accounts; and was recognized with the Center of the Year for exceeding the Center’s set sales plan by 18%. Also earned Circle of Excellence Awards—5 times for Top Sales and customer experience—ranking #1 in the country.
Ricky Miller Skills
Ricky Miller Education Details
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University Of ArizonaGeneral
Frequently Asked Questions about Ricky Miller
What company does Ricky Miller work for?
Ricky Miller works for Retina Consultants Of America
What is Ricky Miller's role at the current company?
Ricky Miller's current role is Call Center Operations Executive | Customer Experience | Customer Service | Customer Success|TechCare | Sales.
What is Ricky Miller's email address?
Ricky Miller's email address is ri****@****oup.com
What is Ricky Miller's direct phone number?
Ricky Miller's direct phone number is +1 425-378*****
What schools did Ricky Miller attend?
Ricky Miller attended University Of Arizona.
What skills is Ricky Miller known for?
Ricky Miller has skills like Telecommunications, Customer Experience, Vendor Management, Customer Satisfaction, Team Building, Customer Retention, Team Leadership, Cross Functional Team Leadership, Leadership, Management.
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