christopheroren@gmail.com (404) 932-6178
CHRISTOPHER O. MILLER
PROFILE
Senior
Business Intelligence professional with significant experience in a broad range
of industries and technologies. Strong leadership emphasizing innovative and creative business
solutions focusing on using Business Intelligence as a strategic tool. Capable of strategic level planning,
project management and technical leadership.
EDUCATION
University of
Master of Business
Administration Concentration: Marketing, Real Estate, Entrepreneurship
University of
Bachelor of Business
Administration Major:
Management Information Systems
PROFESSIONAL EXPERIENCE
The
North
Management
consulting organization with approximately 2200 employees in 48 offices worldwide
with revenues exceeding $200 million.
· Worked with the
customer retention organization of a Fortune 500 telecommunications company to
identify the most valuable retention offers that could be given to
customers. Implemented a customer
representative incentive plan to push representatives to give higher valued offers
to customers. Within 5 months of
operation, plan produced over $14 million in benefit to the company.
· Led the data
integration effort surrounding a telecommunication firm’s acquisition of over 1
million customers from several divested markets from another carrier.
Responsible for all data acquisition and reporting efforts surrounding the
acquisition. Worked with internal and
external teams to provide support during FCC negotiations of the acquisition as
well provide reporting during the porting of the customers.
· Formulated the
business intelligence strategy for the Product Lifecycle Management (PLM)
process area with an international beverage company. Interviewed both business and technical PLM
resources to understand the current state of the business intelligence maturity
level within the organization. Provided
a detailed roadmap of activities to the organization to move towards a more
mature business intelligence model.
· Coordinated a large
scale upgrade of a customer facing reporting solution for an international
document management company. Current
system was not able to meet performance service level agreements with customers
and urgently needed to upgrade the reporting solution. Managed off-shore development resources in
Brazil and business users across the globe to deliver an upgraded solution in
12 weeks.
· Performed a detailed
data analysis to identify areas for improvement within the leasing process for
a major telecommunications firm.
Prepared raw data for analysis, identified significant data dimensions
for reporting, built prototypical dashboards for implementation and also
identified new data gathering techniques.
For the first time, client could identify bottlenecks in the process
using data gathered during the process and take steps to improve these.
· Built a custom Account
Receivables data mart for a large point of sale manufacturer using the
Microsoft SQL Server 2008 stack.
Gathered requirements, architected the data mart and built SSIS packages
to consolidate and aggregate data.
Identified and implemented more accurate calculation for bad debt
reserves immediately freeing over $500k in cash to the company.
· Managed the
implementation of a combined sales training and campaign simultaneously in 12
markets across the United States for a large beverage distributor. Trained 450 business development managers in
new role expectations and managed a direct sales marketing campaign that
delivered 6000 calls and 1500 new clients in 4 days.
· Provided subject
matter expertise during the startup of an expense management data mart used to
reduce expenses in a large medical supply company. Participated in joint application design
sessions with end users, identified metrics expense reducing metrics, analyzed
source system data for content and availability and worked with existing technical
resources to build a scalable data warehouse
architecture. Data warehouse had an
expected reduction of over $5 million in expenses over 5 years or roughly a 25%
overall reduction.
· Automated
International Call Center Forecasting activities for a large
Telecommunication’s company. Automated
manual forecasting activities saving a five person team over 2500 hours
annually. Consolidated schedule and
headcount data improved call forecasting accuracy by 2% over the life of the
project.
· Project Manager for
the implementation of a telecommunication company’s new online marketing
organization scorecard. Assisted in the
strategy definition and the creation of balanced scorecard metrics used to
monitor strategy implementation.
Responsible for identifying and gathering available data for scorecard
completion. Created director level
dashboard reports for both operational and marketing activities giving a big
picture view of the organization.
Performed intensive marketing analysis in support of marketing initiatives.
· Performed an
analysis of a failing Siebel Incentive Compensation implementation and custom
data mart. Provided quick hit
recommendations while assisting in solving daily system problems. Managed the code transition between a contractor to an internal resource that would take over day
to day operations. Provided long term
process structure including incremental release strategy. Was able to help the client significantly
decrease the amount of open issues enabling the team to focus on future functionality
versus just fixing daily problems.
· Designed and
implemented a dimensional model used to analyze a telecommunication company’s
call monitoring data. This data is used
to evaluate an agent’s actions during a call.
Dimensional model was needed to produce reports off a newly implemented
call monitoring system. Designed the
dimensional model from extensive data analysis, programmed necessary data
extractions, designed the business objects universe as well as regenerated
currently existing reports. Increased
monthly report delivery from 2 weeks to less than 1 day.
Capgemini Senior Business
Intelligence Consultant 3/1999 – 5/2004
A
global consulting organization with approximately 50,000 employees in over 30
countries with revenues of 5.754 billion euros.
· Senior Consultant in
the Business Intelligence Service Line where 80% of projects were in the
telecommunication and media industries.
Led business intelligence and data management efforts including designing
and building custom data warehouses and data conversion projects.
· Managed the
implementation of a custom subscriber data mart used to analyze cable
subscriber’s service purchasing behavior in response to marketing
campaigns. Responsible for data model
creation, merging data architecture with campaign management system and the
management of a five person team. Took
over the project two months behind schedule and delivered the data mart in 8
weeks to meet the original deadline set with a data architect and 4 developers.
· Data Architect for
an Oracle
· Turned around a
failed billing data conversion project for a northern Caribbean
telecommunications company. Managed 2
requirements analysts, 3 vendor resources and several client knowledge
resources in the technical specification creation and project planning. Successfully implemented a development
methodology, technical architecture and specifications that enabled a
successful data conversion.
· Implemented a total
quality management data warehouse for a major automotive company. Data warehouse identifies potential
production line errors by text mining dealer’s warranty claims. Managed the creation of the data model and
technical specifications as well as the report creation. Delivered system improved report creation
dramatically, delivering production reports every morning instead of every 2
weeks.
· Led data conversion
team of 18 developers for a large PeopleSoft, Siebel and I2 integration for a
telephony equipment distributor. Managed
the overall data conversion effort and was responsible for resource management
and methodology.
· Coordinated data
warehouse automation development team for a large telecommunication data
warehouse used to compile metrics required for Georgia 271 and FCC
telecommunication filing requirements.
Managed a team of 4 resources that build a custom data warehouse load
program that paged responsible parties of program malfunctions and updated its
status to a website using Cold Fusion (web development software). Program eliminated the need for 24 hour
monitoring.
CIBER, INC Consultant
9/1997 – 2/1999
A leading consulting firm with
approximately 7,000 employees in 10 countries and annual revenues of
approximately $850 million.
·
Gathered
requirements from end-users, researched and wrote technical designs used for
programming specifications. Programmed data conversions and interfaces using
Lawson RPG programming standards for two Lawson implementations.
·
Performed
Lawson software installations on UNIX and NT servers. Installations required attaching Lawson to
different databases such as Oracle or Informix.
Setup test and production environments including users, security
classes, printers, and job queue definitions.
ARTICLES & PUBLICATIONS
·
“Scorecards
and Dashboards: Clearing the Murky
Waters of Advanced Business Intelligence” (Mar 2006)