Open to opportunities

Mark Miller

@markmiller1

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I build trusted analytics systems that improve customer operations, retention, and executive decision-making.

United States

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What I'm looking for

I'm looking to lead business operations, analytics, or customer experience work where trusted data, cross-functional alignment, and operational improvement can strengthen customer outcomes and guide executive decisions.

At Simplex Group, I led Business Insights and Customer Experience by building an insights-to-action framework that aligned executives, surfaced upstream operational failures, and improved customer outcomes.

I expanded Power BI from one product line across Product, Sales, HR, and Operations, replacing manual Excel workflows and driving 100% company-wide data adoption. I also co-authored the Essential Services Program, delivering a 3.1× increase in operational efficiency.

Previously, I improved CSAT and reduced support backlog at Workiva, directed global client support at Syntellis Performance Solutions, and led technical delivery teams supporting healthcare technology at Surescripts.

Experience

Work history, roles, and key accomplishments

Senior Manager, Business Insights & Customer Experience

Simplex Group

Oct 2023 - Jul 2026 (2 years 9 months)

Led executive-level alignment through an insights-to-action framework, breaking down silos and surfacing upstream operational failures to improve customer outcomes. Directed a multi-disciplinary team and drove 100% data adoption company-wide by expanding Power BI and automating workflows.

Power BI Excel Domo SQL Salesforce Zendesk Microsoft Dynamics 365 Workflow Design Automation KPI development Retention Analytics Change Management Executive Communication

Team Manager, Technical Customer Support

Workiva

Sep 2022 - Oct 2023 (1 year 1 month)

Improved CSAT and reduced backlog through data-driven support governance, increasing CSAT from 4.6 to 4.8 and reducing active case backlog by 30%. Created structured case categorization and partnered with Engineering to build a targeted training program.

Customer Support CSAT Improvement Case Management Data Analysis Training Product Knowledge engineering collaboration

Director of Client Support

Syntellis Performance Solutions

Dec 2018 - Dec 2021 (3 years)

Directed global support operations across a 30-member technical organization, ensuring consistent service delivery. Established a unified data-logging and reporting framework and redesigned escalation workflows to improve engineering turnaround times.

Global Support Operations Data Logging Reporting Escalation Management Process Improvement Cross Functional Collaboration

Customer Support Manager/Technical Team Lead

Surescripts Enterprise Services

Dec 2011 - Dec 2018 (7 years)

Managed a cross-functional technical delivery team of 11 specialists supporting enterprise support, account management, and software implementation. Partnered with GE Healthcare and Product teams to gather insights from customer interactions to improve products and customer experience.

Team Management Enterprise Support Account Management Software Implementation Customer Insights Product Improvement

Aircraft Armament Systems Specialist

United States Air Force

Supported mission-critical aircraft armament operations. Earned Airman of the Month and received a nomination for Base Honor Guard Member of the Quarter.

Aircraft Armament Mission Support Attention To Detail Military Operations