Michael Craig
Saint Robert,MO
Summary
Experienced with strategic planning, organizational leadership, and stakeholder management. Utilizes collaborative approach to drive team performance and achieve company objectives. Track record of effectively managing resources and navigating complex challenges to deliver sustained growth.
Overview
33
33
years of professional experience
Work History
Special Education Teacher, Sixth Grade
Waynesville School District
08.2022 - Current
- Developed IEPs tailored to individual student needs, ensuring their academic success and personal growth.
- Created and managed IEPs to define student learning objectives and educational strategies, in addition to applying instructional knowledge and methods to support goals.
- Promoted a positive learning environment through the use of differentiated instruction and individualized support for diverse learners.
- Improved student behavior management by implementing consistent routines, clear expectations, and positive reinforcement strategies.
- Facilitated small group instruction to address individual learning needs.
- Participated in ongoing professional development opportunities focused on evidence-based practices in special education teaching methodologies.
Senior Vice President, Employee Engagement, Executive Liaison
Citizens Bank of the Midwest
09.2019 - 08.2022
- Oversaw business-wide changes to modernize procedures and organization.
- Collaborated with executive leadership team members on long-term strategic planning that ensured sustainable success for the company.
- Delivered exceptional customer service by implementing best practices and fostering a culture of accountability within the organization.
- Identified opportunities to improve business process flows and productivity.
- Developed, coached and provided feedback to top-performing teams using strong leadership and analytical thinking skills.
- Restructured departments for increased efficiency, optimizing resource allocation and improving communication between teams.
- Cultivated a culture of continuous improvement by promoting open communication channels for feedback from all levels within the organization.
- Founded performance- and merit-based evaluation system to assess staff performance.
- Devised and presented business plans and forecasts to board of directors.
E&I Ops, Business Operations Manager
UnitedHealth Care
09.2016 - 09.2019
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Trained and guided team members to maintain high productivity and performance metrics.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Account Services, Operations Manager
Sprint Corporation
04.2013 - 02.2016
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Assisted in recruiting, hiring and training of team members.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Analyzed and reported on key performance metrics to senior management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Facilitated smooth collaboration between departments through clear communication channels.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Developed and implemented strategies to maximize customer satisfaction.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
Customer Service and Sales Manager
T-Mobile, USA
10.2000 - 03.2011
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Streamlined sales processes for efficiency, adopting new CRM tools and technologies.
- Boosted customer retention rates, establishing robust follow-up system and personalizing client interactions.
- Fostered culture of continuous improvement, encouraging feedback and implementing best practices in sales operations.
- Developed competitive analysis framework, enabling proactive adjustments to sales tactics and strategies.
- Established metrics-driven sales culture, setting clear performance indicators and regularly reviewing progress.
- Exceeded sales targets consistently, through strategic planning and execution of targeted sales initiatives.
- Enhanced team performance with comprehensive training sessions, focusing on product knowledge and sales techniques.
Combat Medic / Orthopedic Tech
United States Army
01.1992 - 01.1999
Education
Master of Arts - Teaching
Columbia College
Columbia, MO05-2025
BBA - Business Management
American InterContinental University
Schaumburg, IL05-2006
Skills
- Strategic planning
- Operations management
- Budgeting and financial management
- Staff management
- Program leadership
- Relationship building
- Public speaking
- Innovation and creativity
- Leadership development
- Business management
- Stakeholder relations
- Operational planning
Timeline
Special Education Teacher, Sixth Grade
Waynesville School District
08.2022 - Current
Senior Vice President, Employee Engagement, Executive Liaison
Citizens Bank of the Midwest
09.2019 - 08.2022
E&I Ops, Business Operations Manager
UnitedHealth Care
09.2016 - 09.2019
Account Services, Operations Manager
Sprint Corporation
04.2013 - 02.2016
Customer Service and Sales Manager
T-Mobile, USA
10.2000 - 03.2011
Combat Medic / Orthopedic Tech
United States Army
01.1992 - 01.1999
Master of Arts - Teaching
Columbia College
BBA - Business Management
American InterContinental University
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