Michael Costa
ISSAQUAH
Summary
Seasoned Vice President with a proven track record at AMPTAB, specializing in strategic planning and operations oversight. Expert in CRM software and client advocacy, I've significantly enhanced customer satisfaction and operational efficiency. My leadership fosters teamwork and drives process improvements, embodying a customer-centric approach to achieve remarkable results.
I bring strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
9
9
years of professional experience
Work History
Vice President of Operations
AMPTAB
06.2024 - Current
- Cultivated strong relationships with clients, vendors, and partners for mutually beneficial collaborations.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Collaborated directly with an accountant to capture and coordinate invoicing, expense, and employee benefits.
- Directly managed a change in health plans for employees to increase benefits and save costs.
- Schedule and execute on employee travel accommodations and related materials for work events.
- Further refined all operation SOPs to reduce chance of delay or error.
Vice President of Continuous Improvement
AMPTAB
12.2020 - 06.2024
- Acted in an advisory role to the engineering department to support scope development and a liaison between client and company for feedback and updates.
- Developed internal SOP for Sales and Support processes.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Installed and migrated business tools such as Support and CRM platforms.
- Conducted client interviews to collect feedback related to software development.
- Conducted client interviews to collect feedback related to software development.
- Participated in prospect meetings to align desired goals with best product fit.
Director of Customer Success
AMPTAB
08.2019 - 12.2020
- Conducted new client onboarding while overseeing the support team to ensure desired results.
- Provided team member trainings on the product line and day to day operations.
- Coordinated marketing campaigns and materials for events and sales opportunities.
- Streamlined internal processes to optimize team efficiency and deliver faster results to clients.
- Improved customer satisfaction rates by implementing targeted customer success strategies and providing personalized support.
- Collaborated with sales and marketing teams to create seamless onboarding experiences for new clients.
- Championed a customer-centric approach within the organization, driving culture shifts towards prioritizing client needs above all else.
Customer Support Manager
AMPTAB
06.2018 - 07.2019
- Resolved incoming technical support tickets while developing knowledgebase articles and canned responses.
- Performed live customer trainings both in person and over zoom to large groups.
- Client health checks and audits to promote adoption and retention.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Implemented knowledge management systems that enabled representatives to quickly access information needed to resolve customer issues effectively.
Product Specialist
Apple
09.2015 - 09.2017
- Assisted with demonstrations for all Apple products to showcase functionality.
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Answered questions about store policies and addressed customer concerns.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
Education
Bachelor of Arts - Electronic Multimedia
CSU East Bay
Hayward, CA06-2016
Skills
- Strategic planning and execution
- Operations oversight
- Client advocacy
- CRM software expertise
- Customer onboarding
- Process improvements
- Account management
- Teamwork and collaboration
- Training and coaching
- Hiring and onboarding
- Client relationship building
- Escalation handling
2024 Reader Rankings Award
Best Software Provider - December 2024 AMPTAB
Our company was listed in an annual vote held by the main news outlet in the industry we serve and won. I believe the results directly stem from our first class customer service and genuine intent to listen and learn for future development of the platform.
Timeline
Vice President of Operations
AMPTAB
06.2024 - Current
Vice President of Continuous Improvement
AMPTAB
12.2020 - 06.2024
Director of Customer Success
AMPTAB
08.2019 - 12.2020
Customer Support Manager
AMPTAB
06.2018 - 07.2019
Product Specialist
Apple
09.2015 - 09.2017
Bachelor of Arts - Electronic Multimedia
CSU East Bay
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