Mark Miller is Senior Director, Market Development, Contact Center Practice at J.D. Power and Associates. He is responsible for leading the global strategy and market development for the Contact Center Practice, including the Certified Contact Center Program and the Certified Technology Service and Support Program. In addition, he directs all contact center assessment and performance-improvement consulting engagements for the company. 

Mr. Miller has nearly 20 years of performance-improvement consulting experience working with small, medium and Fortune 500 clients in more than a dozen industries to improve sales, customer service and technical support operations. Recent engagements include two leading wireless companies; a large automotive manufacturer; the largest telecommunications company in Italy; multiple leading insurance companies; several major financial services firms; an industry-leading utility; and a prominent video game developer.

Prior to joining J.D. Power and Associates in 2000, Mr. Miller served as a strategy and operations consultant to senior-level management, as well as an executive in the sporting goods, computer and networking services, offshore software development and Internet security industries.

Mr. Miller has a bachelor’s degree in journalism from The University of Texas at Austin and an MBA in marketing (with honors) from Regis University. He was selected as a member of the Alpha Sigma Nu Honor Society.