John Miller

About John Miller

Driving Operational Excellence | Building High-Performing Teams | Elevating CX Across Channels Strategic, visionary leader with a proven track record of transforming contact center operations and driving customer-centric growth across multi-channel environments. With deep expertise in operations management, customer experience (CX), and organizational leadership, I specialize in scaling teams, optimizing processes, and turning data insights into business results.I bring over a decade of experience leading high-performing, cross-functional teams across remote, on-site, and multi-location structures. I’ve successfully designed and implemented end-to-end solutions that enhanced service delivery, reduced costs, and boosted customer satisfaction scores. From launching innovative service platforms to executing enterprise-wide technology upgrades, I lead with a passion for operational excellence, strategic alignment, and continuous improvement. What I Deliver:Executive Leadership: Inspire and develop high-caliber teams to exceed performance goals, align with organizational vision, and drive a culture of innovation and accountability.Multi-Channel Operational Strategy: Lead inbound, outbound, and digital channel strategy (including IVR, AI/chatbots) to create seamless, omnichannel experiences.Process Optimization: Eliminate inefficiencies, automate workflows, and implement scalable systems to improve KPIs, reduce costs, and meet dynamic business demands.Customer Experience Transformation: Design customer-first strategies grounded in VOC (Voice of the Customer) feedback to improve loyalty, satisfaction, and long-term value.Analytics & Insight-Driven Decision Making: Leverage tools like Tableau and advanced reporting to create real-time dashboards, enhance visibility, and enable informed executive decisions.Change Management & Growth: Lead strategic initiatives, tech rollouts, and change management programs with measurable impact on operational scalability and revenue growth.I lead with clarity and purpose—ensuring that teams are aligned, outcomes are measurable, and customer-centricity is embedded in every touchpoint. If you’re looking for a transformational leader who turns strategy into sustainable results, drives operational excellence, and enhances the full customer lifecycle—let’s connect.

Experience

1. Vice President, Call Center Operations & Strategy

   Citadel Credit Union

   May 2025 — Present

Education

• Widener University

  Bachelor of Science (B.S.), Mathematics

  2005 — 2007

• Widener University

  Bachelor of Science - BS, Mathematics

• Albright College

  n/a, Mathematics and Economics

  2003 — 2005

Skills

• Banking
• Aml
• Risk Management
• Management
• Analysis
• Financial Analysis
• Retail Banking
• Underwriting
• Consumer Lending
• Leadership
• Credit
• Customer Service
• Data Analysis
• Financial Services
• Microsoft Excel
• Call Center
• Credit Cards
• Financial Risk
• Fraud
• Enterprise Risk Management
• Student Loans
• Credit Risk
• Process Improvement
• Loans
• Call Centers
• Loan Origination
• Business Analysis
• Credit Analysis