Ward Miller Email & Phone Number

Texas, United States

Charlotte, NC, US

Responsible for developing the strategy and driving the Client Experience and voice of customer program for Business Banking, Commercial and Large Corporate Merchants for both the existing platform and build out of a new Merchant Services processing platform. Led an Operational Excellence initiative across the business unit to do deep-dive discovery.

New York, NY, US

Led the Operational Strategy and execution to integrate WePay, a recent Chase FinTech acquisition. Developed client journeys to inspire the target state focused on self-service. Built the business case for leading edge cloud-based servicing and telephony technology using chatbots and natural language recognition to drive a 20% reduction in agent-assisted.

New York, NY, US

Responsible for multiple teams - ISV’s (independent software vendors) Relationship Management, Vendor Reconciliation, POS Deployment Vendor Management, and Operations Strategy. Realized multimillion-dollar expense reduction by driving the move to a new equipment deployment vendor. Led the Merchant Services Operational strategy for implementation of a.

New York, NY, US

Led a department that drove operational improvements across Merchant Services. Championed, built the business case and implemented DocuSign electronic signature for Merchant Services when cloud-based solutions were not being considered by the firm. Challenged the status quo and reduced application fields by 1/3. Partnered with Legal to drive our initiative.

New York, NY, US

Collaborated with department leaders across the business to drive change, streamline functionality and ensure operational readiness culminating in a successful buildout of our new platform and conversion off our legacy platform.

Had the vision, created the business case, championed, received executive approval and successfully implemented a new automated boarding platform. Managed multiple departments totaling 170 employees. Improved setup time from 21 days to 24-48 hours while growing volume 3x. Reduced costs by 66% and improved productivity by 250%.

Completed multiple Six-Sigma projects driving expense reductions. Drove additional expense reduction by expanding the use of computer-based training, and introducing virtual meetings to reduce Account Executive travel by 50%. Re-organized the Training department to bring in a new leadership team and properly align skillsets.

Managed two departments responsible for integrating acquired companies on to the Paymentech processing platform. Achieved five successful major acquisition integrations, each from 5,000 to 50,000 merchants. Developed a detailed operational due diligence document and process that was adopted as the company tool for integrating acquisitions.

Wilmington, Delaware, US

Created and executed on project plans to quickly integrate acquisitions. Managed across internal Department heads, acquired companies management teams, third party software vendors, and authorization vendors to orchestrate conversions. Did financial analysis to determine new pricing methodology and ensure profitability was maintained. Executed the shutdown.

Wilmington, Delaware, US

Managed all Client Relations, Customer Service, Terminal Support and Merchant Setup for the Northeast region. Downsized office from 75 to 30 employees resulting in 2M in payroll reduction, systems and office space savings in order to transition into a Sales and Client Relations office. Successfully executed on conversion of 3,500 merchants to a new credit.

Wilmington, Delaware, US

Consistently exceeded client retention goals while growing relationships with large clients. Analyzed account profitability, delivered quarterly presentations, briefed clients on card brand changes and negotiated pricing with C-level contacts.

Prepared and delivered sales presentations for this Independent Sales Organization recommending solutions primarily for the hospitality industry. Recommended software enhancements and wrote product requirements.

Planned implementations, performed and project-managed hotel system installations of credit card software and hardware on-site. and trained staff and night auditors.

Managed daily credit card and banking settlement reconciliation operations. Oversaw financial operations. Selected and implemented a new GL system that automated accounts payable, accounts receivable, general ledger, and payroll.

Commanded a 40-person platoon responsible for deploying anti-tank missiles. Coordinated all operations and planned and conducted tactical exercises.

Commanded 50-person support platoon. Responsible for all logistical operations supporting a 1000-person mechanized battalion.