Jennifer Miller

Experience

• 

  CSC

  Jun 1997 - Jun 2016

  - Program and project management, particularly tracking on and off-boarding of accounts, headcount reporting, staffing reduction, co-location and offshoring programs- Administer reward and recognition program within 10,000+ person organization; maximizing visibility and impact with minimal cost- Data collection and analysis to enable leadership decisions about business imperatives, such as co-location, offshoring, and staff reductions.- Institutionalize, drive and coordinate leadership Communication Program – provide mentoring and instruction for large population of new managers; ensure experienced managers are up-to-date and staying sharp on corporate directives and leadership best practices Show less - Strong focus on financial performance for annual budget of $23 million. Known for accuracy in both cost and demand forecasting with consistent monthly reporting results of less than 2% variance from forecast.- Run staffing models for allocation of resources to new deal requests while maintaining focus on run and maintain environment- End-to-end key role in the major initiative to overhaul RIO's allocation methodology. Worked finance cost models, win/loss analysis, and prepared and delivered executive presentations to influence decisions. Managed account interface process.- Institutionalized monthly reporting of business metrics and finance review and forecasting process. Became respected for identifying trends early. Thorough understanding of costs, drivers for variances, and impact of various decisions. Ensure accurate metrics reporting and analysis of anomalies. Show less - Focused on the creation, expansion, and promotion of service offerings, business development, delivery of quality services, and fiscal responsibility. - Management experience gained through leading team responsible for account interface and end-to-end management of services, on-boarding of new customers, and oversight for off-shoring of existing customers. Establish team building and virtual work practices in multi-location team. Hiring, mentoring, training and performance management for team of 10 analysts- Represent RIO services in support of CSC’s pursuit of new business, including hosting visits and conducting tours for potential clients, participation in bid process and on-site interactions with potential clients and partnering with pursuit teams. Ensure timely allocation of resources to incoming deals. Show less The NMC-NA provides full service network management to 50 CSC customers, managing over 20,000 network devices and servers. Due staffing changes within the Event Management Center, I was asked to fill the role of general manager for the NMC. In this role, I was responsible for the NMC attaining internal operating level agreements and maintaining customer satisfaction, successfully integrating new service offerings, maintaining employee satisfaction, meeting GIS financial commitments, resolving service disputes, and supporting GIS offshore objectives. Show less Variety of roles of increasing responsibility. Highlights include:- Account Relationship Manager – Responsible for SLA attainment and customer satisfaction for several major helpdesk accounts. Led service improvement project in Kuala Lumpur, Malaysia, after a key account had migrated from Singapore to Malaysia and experienced decline of customer satisfaction.- Helpdesk Manager - Management of helpdesk organization providing support for 6 accounts, managing staff of 100 people, both managerial and technical. Process owner for DuPont account Six Sigma initiative to improve first call resolution rate and reduce problem calls, requiring involvement and support from all lines of service, alliance partners, and DuPont. Leadership of project to migrate operations from Newark, Delaware to Montreal, Canada. - Global Program Office Training Lead – established networks for collaboration among CSC’s regional helpdesks. Deployed employee satisfaction survey.- Consultant, Asia - Hong Kong – Line of service lead for helpdesk start-up operation, concurrent with transitioning CSC’s first all-Asia account. Show less

  • Business Manager, Global Infrastructure Services

    Jan 2012 - Jun 2016

  • Senior Business Manager, Remote Management Systems

    Aug 2010 - Jan 2012

  • Account Services and Business Manager, Remote Infrastructure Operations

    Oct 2007 - Aug 2010

  • Acting Manager, Network Management Center – North America

    Oct 2006 - Oct 2007

  • Account Services Manager, Network Management Center – Americas

    Apr 2004 - Oct 2006

  • Operations Manager, Network Management Center – Americas

    May 2003 - Apr 2004

  • Customer Support Services

    Jun 1997 - May 2003
• 

  Citi

  Sept 2016 - now

  • Senior Vice President, TTS NA Implementations Business Management Office

    Jan 2019 - now

  • Treasury and Trade Solutions, NA Implementations Business Management Office Lead

    Sept 2016 - now