I am thrilled to announce that the “Getting to Know” series is now being sponsored by TCN. TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as SMS, email, predictive dialer, IVR, call recording, and business analytics required to optimize operations while adhering to callers requests. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries, including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing.
Ryan Miller has a unique background to be working in the credit and collections industry today. As someone who helped build an omnichannel finance and insurance platform for one of the nation’s largest auto finance operations, his background gives him a great foundation as collection operations look to bolster their digital offerings, people like Ryan are in great demand. Read on to learn more about Ryan, why he prefers working in the morning, and which ice cream flavor has never let him down.
Name: Ryan Miller
Company: First Investors
Length of time at current position: Two years
Length of time in industry: 15+ Years in the financial services industry. Prior to working in financial services, I was an officer in the US Army and worked in IT consulting services.
How did you get your start in the industry?
While working for USAA, I was chosen to build the digital car buying experience. We started with a vision to Find, Finance and Insure your vehicle without ever needing to speak to a USAA representative across the channel of the customer’s choice.
What is your career highlight so far?
Building the USAA Car Buying experience which has been used by members to purchase over 1.5 million vehicles. Our car buying experience was used by over 3 million USAA members to research and purchase their vehicles every year.
When or how are you most productive?
I’m most productive in the morning or when I’m working from home. I try and schedule my day to enable me to power through my workload in the mornings and schedule my meetings for the afternoon.
Which industry professional do you admire most?
Jeff Bezos. He had a vision of what was possible, adapted his vision over time and has put together a company that redefined the consumer shopping experience.
What is one thing you do better than everyone else?
I can talk about college football or the English Premier League all day long. The level of unbiased observation and factual history may be lacking, but the passion is there.
What do you like most about this industry?
I love the opportunity to continue to innovate and provide our customers with new and amazing services and products. Given the current regulatory environment, every day is a chance to redefine how we interact with our customers.
What is one thing you wish you could change about this industry?
I’d love to change the relationship between regulators and businesses to more of a partnership. Having more business involvement in regulations up front would benefit both the business and consumers in the long-term.
If you weren’t in this industry, what would you be doing?
I would be working for an athletic association or a sports team in some capacity.
What is your guilty pleasure?
I’ve never been steered wrong by Ben & Jerry’s Phish Food ice cream.
The Getting to Know Series is Sponsored By:
Describe a typical work day.
I wake up at 5:30 and map out my day before I head into the office. I use the morning to focus my efforts pushing my initiatives forward, check on my KPIs and ensure my initiatives are moving forward and attend meetings. In the afternoons, I check in with our employees around the office, follow-up on my morning initiatives and schedule any follow-ups needed.
What is the best advice you’ve ever received?
Lead, follow, or get the hell out of the way. Roger Adams gave me that advice when I worked at USAA. I believe the original quote is from Gen. Patton, but it’s still relevant today.
What are you currently reading?
The AI Advantage by Thomas Davenport. The technology is available to revolutionize our industry if we know how to build, support and implement customer and business driven solutions.
What is one fact you’d like everyone in the industry to know about you?
I firmly believe that anything is possible. It may take money, resources and time, but we can make it happen.
I am thrilled to announce that the “Getting to Know” series is now being sponsored by TCN. TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as SMS, email, predictive dialer, IVR, call recording, and business analytics required to optimize operations while adhering to callers requests. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries, including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing.