Customer Service Management

Ronnie L. Miller[pic]

**** ******** ****, ************ ** 46239

abl0gf@r.postjobfree.com 317-***-****

Objective[pic]

Versatile attorney and operations director with significant public and

private sector experience seeks to return to the private sector in a

meaningful senior-level leadership role.

Career Summary

[pic]

Legal. Ten years of legal experience, including in-depth experience with

legal ethics, compliance and regulatory matters, employment law,

contractual relationships, mergers/acquisitions and business best

practices. My experience has also included extensive experience with

Indiana courts, administrative agency adjudication, and private practice.

Management. Fourteen years of direct supervision and management

experience, including monitoring production, financial responsibility,

process streamlining, quality improvement, staff development, multi-site

operations management, and staff retention and recruiting.

Client Service / Public Relations. Extensive customer service and public

relations experience, including marketing of products and services,

managing customer complaints and expectations, working with media and all

branches of local and state government.

Training. More than ten years of training, training development and

classroom instructional experience.

Collaboration. Proven ability to work with individuals in all levels of

an organization as well as customers of varying backgrounds and

demographics.

Work Experience

[pic]

Indiana Department of Workforce Development

July 2007 - present

Deputy Commissioner, Chief Ethics & Compliance Officer / Interim General

Counsel

My primary responsibilities in this role include overseeing all

aspects of agency compliance with Indiana state ethics and procurement

laws, as well as federal regulations established by the United States

Department of Labor. Additionally, in June 2010 I assumed

responsibilities as the General Counsel for the agency, including

overall responsibility for all functions of the legal department as

well as UI Benefit Payment Control, Fraud, and Oversight. Prior to

assuming this role, I served as the Director of UI Benefits & Appeals

and Chief Administrative Law Judge, where my primary responsibilities

included leading two operational divisions totaling approximately 150

staff located throughout the state that handled nearly 275,000 weekly

unemployment claims and 55,000 appeals case hearings in 2009. My

leadership of these areas focused on innovation, quality improvement,

training, and appropriate application of federal and state laws. These

efforts allowed both divisions to begin operating on a regular basis

within most target metrics established by the United States Department

of Labor and resulted in a Governor's Public Service Achievement Award.

Marion Superior Court

2006 - 2007

Court Administrator

I served as the Court's Chief Executive Officer and Counsel, and had

responsibility for a budget of $55 million with a total of 700

employees. I worked closely with all judges in the county, as well as

other governmental entities on both the state and local level to

improve court operations, including a complete management and systems

re-design at the Juvenile Detention Facility. I was also responsible

for coordinating the building and renovation of new court facilities

and providing process innovation to improve the handling of criminal

cases.

Indiana Supreme Court

2001 - 2006

Director of Trial Court Management

My primary responsibilities included the general oversight of all

Indiana trial courts as well as handling special projects for the Court

including technology advancements and other court-based initiatives. I

collected and analyzed statistics, published the Court's annual report

and presented information to the legislature and other governmental and

media entities. I also worked closely with other legal staff in

analyzing attorney discipline cases, recommending appropriate sanctions

based on established ABA criteria, and drafting per curiam opinions for

the Court to consider. One additional responsibility concerned

drafting and research of a comprehensive Court rule for public access

to court records, later adopted as Administrative Rule 9 of the Indiana

Rules of Court.

Ronnie L. Miller [pic]

8520 Vanguard Lane, Indianapolis IN 46239

abl0gf@r.postjobfree.com 317-***-****

Henderson Daily Withrow & DeVoe

2000 - 2001

Associate Attorney

In this position, I worked primarily in the business transactions group

and specifically handled mergers and acquisitions, as well as

commercial real estate transactions and financing. I was also given

the opportunity to handle some litigation and family law matters as

well.

Indiana Supreme Court

1998 - 2000

Court Analyst

I collected, analyzed and published data from trial and appellate

courts. I also assisted in management of special projects and

initiatives. I worked closely with the Court legal staff in handling

attorney disciplinary cases including researching ABA ethics standards

and sanctions, as well as drafting per curiam opinions for the Court's

consideration.

Clarian Health Partners/IU Medical Center

1996 - 1998

Systems Manager

I was primarily responsible for outpatient information systems,

including supervision of patient registration staff, training, and

process improvements. My job duties included work with all outpatient

clinics at University Hospital and Riley Hospital for Children.

American Funds / Capital Group

1994 - 1996

Operations Team Leader

I was responsible for supervision of an operations team which included

call center operations, production, staff development and recruiting.

I was also actively involved in recruiting new staff, process

improvement activities, and information systems development.

Walker Research

1989 - 1994

Account Executive/Data Processing Manager/Systems Administrator/Programmer

My initial duties included serving as a programmer and systems

administrator in the marketing research industry. For several years

following that, I provided leadership and management to various data

processing units focusing on process re-design, quality improvement,

and service delivery integration. My final position with the company

was in client services, where I handled specific client accounts and

providing project management services, bidding, and relationship

management.

Indiana Wesleyan University part-

time 1999 - present

Adjunct Faculty

This adjunct faculty role includes responsibilities for all aspects of

classroom instruction, including planning and delivery of lectures,

facilitating class discussions, and reviewing and evaluating completed

assignments. My assignments have included classes in the associate's,

bachelor's and master's degree programs. Specifically I have

instructed classes in business law/legal issues, ethics, negotiation

and conflict resolution, and communications.

Education & Honors[pic]

. 2010 Governor's Public Service Achievement Award recipient

. Doctorate (J.D.) - Indiana University School of Law, Indianapolis

(1999)

. Bachelor of Arts (B.A.) - DePauw University (1989)

. Master of Business Administration (M.B.A.) - Butler University

(eighteen hours completed)

. Six Sigma Black Belt - certification expected late 2010

Contact this candidate