Summary
Overview
Work History
Skills
Certification
Timeline
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Michael Butao

Michael Butao

Summary

Experienced manager with a strong background in leading teams, driving process improvements, and enhancing customer satisfaction. Adept at strategic planning, team mentorship, and managing cross-departmental projects. Proven ability to build collaborative environments and deliver results aligned with organizational objectives. Skilled in addressing challenges and implementing solutions that promote efficiency and growth.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Senior Support Manager

Redfin
Long Beach, CA
02.2021 - 08.2024
  • Developed strategies for handling difficult situations encountered during interactions with customers.
  • Trained new employees on company policies and procedures related to customer service.
  • Facilitated communication between internal departments to ensure efficient problem resolution.
  • Ensured compliance with company policies, procedures, and industry regulations.
  • Handled escalated calls from customers requiring additional assistance or specialized knowledge.
  • Identified opportunities for process improvements within the department.
  • Monitored customer service performance metrics and identified areas for improvement.
  • Evaluated employee performance against established objectives and standards.
  • Managed multiple projects simultaneously while maintaining high standards of quality control.
  • Managed daily operations of the customer service department, including staffing schedules and resource allocation.
  • Monitored staff interactions with customers to provide real-time coaching.

Manager Tour Coordinator

Redfin
Long Beach , CA
07.2020 - 02.2021
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Established processes to ensure efficient workflow throughout the organization.
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Conducted performance reviews for team members.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Ensured compliance with regulatory requirements and industry standards.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Created monthly reports for senior management summarizing operational performance metrics.

Area Manager Network Services

AT&T
San Diego, CA
01.2010 - 03.2019
  • Monitored and evaluated district performance to ensure goals were met.
  • Scheduled regular meetings with store teams to discuss objectives, performance metrics and customer feedback.
  • Oversaw the recruitment process for new staff members including interviewing and training.
  • Collaborated with other departments such as Human Resources or Marketing on initiatives related to Area Management duties.
  • Supervised business functions, employee staffing, customer retention and financial accountability for stores.
  • Aligned procedures and protocols with changing business demands.
  • Evaluated schedules, orders and forecasts to plan processes and meet timetables.
  • Maintained an up-to-date knowledge of industry trends, legal requirements and competition activities.
  • Oversaw regional and local sales managers and staff.
  • Implemented training initiatives to coach staff on best practices and protocol for enhanced profitability.
  • Provided guidance on the implementation of new policies and procedures in stores.

Field Operations Manager

AT&T
San Francisco, CA
09.2007 - 01.2010
  • Implemented best practices in order to maximize efficiency of operations.
  • Conducted regular staff meetings to ensure efficient workflow and compliance with safety regulations.
  • Created reports detailing operational performance metrics on a weekly basis.
  • Engaged with customers onsite in order to gain better insight into their needs and expectations from our services.
  • Facilitated collaboration between various departments within the organization in order to streamline processes.
  • Ensured effective communication between field personnel and corporate office.
  • Coordinated the implementation of new policies, procedures, and processes across all field locations.
  • Assessed operational performance of field employees and provided feedback for improvement.
  • Developed strategies for improving customer service experience in the field.

Skills

  • Continuous Improvement
  • Policy Enforcement
  • Policy Development
  • Records Management
  • Leading Team Meetings
  • Budget Management
  • Retention Strategies
  • Work Planning and Prioritization

Certification

  • CIMS (Continuous Improvement Management Systems)
  • Essentials of Leadership (DDI | Development Dimensions International)
  • Extraordinary Leader (Zengar Folkman)
  • Speed of Trust (Franklin Covey Colombia)
  • The Executive Advisory (Executive Advisory Inc.)
  • Road Map to Maximum Retention (DIRECTV)

Timeline

Senior Support Manager

Redfin
02.2021 - 08.2024

Manager Tour Coordinator

Redfin
07.2020 - 02.2021

Area Manager Network Services

AT&T
01.2010 - 03.2019

Field Operations Manager

AT&T
09.2007 - 01.2010

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Michael Butao