Michael was promoted to a leadership position to help the team grow sales and retain customers. He helped guide subscribers to the best set of products and tools to help them succeed. He trained new users and provided regular support.

Michael was regularly called upon to attend industry trade shows as a vendor and gave presentations on Industry trends.

Michael brought his skills in customer service to full use and had the highest customer satisfaction rating. His attention to subscriber needs also earned him a reputation for being able to retain customers who otherwise may have cancelled.

In the last 12 months, Michael brought in more than $360K in new business and managed a portfolio of $1.2M in ongoing revenue.

Michael designed an LMS deployment structure to launch K-5 learning for a major online educator. He diagnosed system issues and provided rapid solutions. Michael created documentation to teach others how to perform tasks as well as designed and oversaw the development of a companion application to automate routine tasks.

Michael consulted in annual management conferences and managed temporary workers in peak seasons. His facilitation of migrating the LMS to a separate instance saved the company thousands of dollars each year.

Michael managed the daily Queue Levels to hit corporate targets. This required tracking/updating employee schedules and forecasting expected call volumes to estimate required staffing levels. He collaborated on policy analysis and potential changes for his team in addition to the overall call center department. Michael developed tools to increase team efficiency and aided Call Center Management in avoiding adherence issues.

Michael managed day to day functions for a team of Technical Support Analysts of a SaaS product. He reviewed open tickets and counseled agents on potential solutions. He met weekly with key clients to understand their needs and discuss escalated issues. Michael communicated regularly with the Executive Team about progress and opportunities. He designed KPI metrics to drive process improvement and increase customer satisfaction. He designed, wrote, and presented process proposals for cross-team acceptance and created product documentation and training materials for end users. Michael developed annual budgets and worked to control costs. He balanced corporate initiatives with prioritization of limited resources. Michael performed weekly one-on-on meetings with his direct reports and facilitated weekly staff meetings.

Michael managed IT Projects across multiple departments and functional roles. He organized the replacement of online booking tools for Hotel Reservations and negotiated project requirements with team resources. Michael converted corporate software to use a new credit card payment provider and implemented the deployment of Enterprise Project Management software. Michael delivered all projects on time and within budget

Michael maintained source code on legacy systems (HP 3000) and analyzed business needs to develop software solutions. He created integration components for new systems and designed infrastructure to communicate files across platforms. Michael overcame technical hurdles to solve issues with reading XML files in the legacy system.