Sales Force
Michael Boehrer
Eagle Mountain,UT
Summary
Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.
Overview
14
14
years of professional experience
Work History
Call Center Manager
Nusun Power
Lehi, Utah
01.2023 - 10.2024
- Developed quality assurance standards and established targets for all staff.
- Created, recommended and implemented policies and procedures for operational and staffing resources.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Set and managed performance benchmarks for call center employees.
- Accomplished call center resource objectives by recruiting, selecting and orienting new employees.
- Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Senior Manager
GoHealth
Lehi, Utah
12.2020 - 10.2022
- Oversaw quality assurance efforts to maintain high standards of product and service delivery.
- Managed crisis situations, implementing contingency plans to minimize impact on operations.
- Conducted performance reviews and provided feedback to direct reports for career development.
- Facilitated team meetings and workshops to align on goals and strategies.
- Reported to executive leadership on performance metrics, challenges, and strategic opportunities.
- Led cross-functional teams to achieve project milestones, ensuring collaboration and efficiency.
- Oversaw talent acquisition, training, and development programs to build high-performing teams.
- Coordinated with IT department to implement new technologies and systems enhancements.
Team Leader Manager
GoHealth
Lehi, Utah
02.2020 - 12.2020
- Fostered positive employee relationships through communication, training, and development coaching.
- Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
- Enhanced team communication through the introduction of new collaboration tools, improving project coordination.
- Set clear team goals and monitored progress, adjusting strategies as needed to meet targets.
- Coordinated with other departments to ensure seamless project integration and timely completion of objectives.
- Ensured compliance with company policies and industry regulations, mitigating risk and maintaining integrity.
- Analyzed business performance data to identify areas of strength and improve areas of weakness.
Senior Benefits Consultant
GoHealth
Lehi, Utah
05.2019 - 02.2020
- Provided assistance to plan participants by explaining benefits information to ensure educated selections.
- Communicated effectively via email and phone with plan participants to resolve issues pertaining to health and welfare benefits.
- Assisted customers with benefits enrollment and changes, providing guidance on plan options and implications.
- Participated in benefits renewal process, analyzing proposals and making recommendations.
- Stayed current with benefits trends and legislation through continuous education and professional development.
Assistant Store Manager
Walmart
Saritoga Springs, Utah
03.2017 - 05.2018
- Reviewed inventory and sales records to prepare reports for management and budget departments.
- Coached and developed store associates through formal and informal interactions.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Handled scheduling for store shifts to achieve adequate staffing.
- Answered customer questions and addressed problems and complaints in person and via phone.
Tax Consultant
Your ATP
Roseville , CA
07.2010 - 01.2017
- Assured corporate income tax compliance to maintain accurate completion of corporate income tax returns.
- Finalized and processed paperwork with local, state and federal government authorities.
- Developed and implemented successful sales strategies to meet business goals.
- Hosted special events to boost brand awareness and increase community engagement.
- Set pricing structures according to market analytics and emerging trends.
- Promoted business on social media platforms to maximize brand identity and generate revenue.
- Formed and sustained strategic relationships with clients.
Education
Some College (No Degree) - Business Management
Sierra College
Rocklin, CASkills
- Productivity benchmarks
- Hiring oversight
- Employee Motivation
- Process updates
- Retention Strategies
- Strong leadership
- Team coaching
- KPI Tracking
- Performance Improvements
- Call Center Customer Service
- Call Routing
- Scheduling expertise
- Script Development
- Call Center Operations
- Workforce Management
- Recruitment and hiring
- Call Monitoring
- Staff Training
Affiliations
- I am active with my church and local community. I enjoy spending time with my family and friends doing a variety of activities.
Accomplishments
- From the time I started with GoHealth in March of 2019 I was promoted quickly to a team lead in Fed of 2020 and after only 1 week in the office due to Covid we were sent remote. I was given the Utah team due to underperformance from the team. By July of 2020 we were the top team in the company and held that spot for many months. During my time with the team we were never out of the top 3 teams in the company. Due to this I was promoted to the Senior Manager in Dec 2021.
Special Skills
- I have a proven track record of taking a team from the bottom to the top and keeping them there.
- I have done both remote and in person managing of call centare personal.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureQuote
Build a team so strong that no one can point out the leader.
Unknown
Software
Five 9
Vici Dialer
Microsoft office suite
Enerflo
Interests
Family time
Community service
Spending time with friends
Timeline
Call Center Manager
Nusun Power
01.2023 - 10.2024
Senior Manager
GoHealth
12.2020 - 10.2022
Team Leader Manager
GoHealth
02.2020 - 12.2020
Senior Benefits Consultant
GoHealth
05.2019 - 02.2020
Assistant Store Manager
Walmart
03.2017 - 05.2018
Tax Consultant
Your ATP
07.2010 - 01.2017
Some College (No Degree) - Business Management
Sierra College
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