Michael Artzer

Reporting directly to the President of the company, act as key stakeholder on behalf of the customer teams within the company during major business shifts including pricing and subscription changes, launching and sunsetting products, and shifting the business model from a free trial, to a freemium experience.

• Manage and motivate a team that regularly goes above and beyond for our customers and is responsible for sales, customer support, account management and integrity assurance functions within the company
• Define quarterly OKRs for each leg of the customer organization and report to Exec team on high level KPIs including NPS, CSAT, FRT, refund & charge back losses and sales metrics
• Reduce quarterly refund losses by more than 35% by executing a head to toe refund audit, leading to process changes that also improved CSAT and increased retention of refunded customers
• Analyze and wield complex data dashboards and metrics to find areas for improvements with redistributed staffing to accomplish faster than ever customer service, and a white glove account management service
• Worked effectively in fast-paced environments. Self-motivated, with a strong sense of personal responsibility.

• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Managed a small team of 7 direct reports, responsible for HR related functions from hiring, firing, and Performance Improvement Plans.
• Managed the relationship between the Marketing, Sales, Customer Operations, and User Experience teams.
• Championed documentation for all OKR and quarterly goals
• Single Handedly oversaw the implementation and building of a chatbot that filtered out 75,000 customer questions annually.

• Managed company-wide financial disputes. Built chargeback process and policy from the ground up and recovered over $275k in e-commerce chargebacks and disputes annually. Transformed the financial process to adapt to Visa Code Resolutions. Reported to the Director of Customer Operations.
• Responsibilities: Handled all escalated customer facing cases, maintained healthy financial relationships with our Payment Processors and Account holders. Personally handled 7,000+ disputes and 5,000+ customer cases annually. Maintained, updated and reported a plethora of financial data.
• Audited all disputed transactions since the company's origin in 2020. Gathered over 2M pieces of data and created a 47 page comprehensive report of analysis and respective visualizations.
• Lead fraud/security initiatives across the company: for Card-Not-Present environment for compliancy, financial purposes, and company integrity assurance purposes.

• Director of Guest Relations: divided into 4 departments: Front of House, Client Services, Reservations, and Concierge. Managed a team of 38 part-time employees, 4 full time direct reports.. Reported directly to the Producer.
• Managerial responsibilities - Hiring/firing, payroll, performance evaluations, managing a department budget of $150k/annually, bi-weekly meetings w/ every employee, weekly with direct reports.
• Oversaw all customer facing operations. Handled all escalated incidents and emergencies. Maintained high-profile client relationships and business/vendor relationships.

• Developed a network of hundreds of happy clients find New York rentals, apartments, and houses.
• I now spend most of my Real Estate time connecting my clients and customers that are best suited to help them.