Michael Douglas

Team oriented manager with dedicated loyalty to top tier company to provide results, using management and business analytics to improve processes for companies. Hardworking and motivated with 5 years of experience and record of success in commercial industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.

• 09/2023 - 04/2023, Block Advisors, Multi-Unit Manager, Columbus, Ohio, Built 3 corporate offices, from 8 staff members to 35 employees, managing 3 office managers, tax advisors and office staff, Coached and developed customer service professionals to become office leaders to manage staff and develop offices, Hired and processed new office personnel for all offices and retained talent for leveraging higher revenue clients, Negotiation pay and benefits for new hires and scheduling staff while maintaining "green schedules", Bringing back retired, enrolled agents for staffing offices and building relationships to close knowledge gaps, Developing timelines for hitting goals for proper certification of new tax agents and meeting demands from IRS, Determining how to leverage talent to close revenue gaps to meet $700,000 revenue goals, Following all protocols for managing staff and adherence to company policies and regulations, Eliminating any client's disputes and finding resolutions to help create better understanding of payment plans back to IRS or negotiating additional pay from IRS to clients, Creating schedules, checking time cards, reviewing pay and hourly rates and maintaining proper time to avoid time fraud, Collaboration with district manager to maintain all offices and keep proper marketing material displayed during tax season, Moving one office location to new office building and coordination with operations to meet office opening timeframe, Following Ohio hiring guidelines and rules and regulations to protect worker's rights and safety, Meeting demands of clients during stressful financial obligations and negotiations with IRS disputes and lawsuits, Managing grievances of top employees passing away during tax season and keeping staff morale high during tough times, Influencing my team to trust me and develop strong reports for keeping conversation open for higher integrity within offices
• 05/2017 - 10/2022, Verizon, Key Holder and smb, Beavercreek, OH, Managed 5 store locations, over 5 years, to help exceed sales quotas and staff to obtain top 15 stores in Eastern district, Top 100 employee out of 10,000 for sales quality, volume and treating of customer and business clients at 96%, Developed strategies for marketing consumer insights and data implementation for customer drive and retention, Strategized new market initiatives to maximize money, for employees during pandemic, by 50% in 1 year, Phone Insurance Claims and processing via Assurion, Created highest percentage of new accounts and revenue, for low volume corporate store, in 2021, Review Consumer Credit application and finance, strategize and maximize customer and business accounts at 150%., Conflict resolutions skill for account development and customer retention, Management initiatives for rotating to struggling corporate store locations to drive performance and metrics by influence, Identify system errors and issues to lesson financial burdens on customers and maintain loyal crm, Utilize PEAK to identify areas of weakness to create opportunities for growth and success for the team, strategic sales, Uphold moral and dedicate time to discuss advancement and benefits for employee retention and professional growth, Coach team members on how to be their best on a daily basis to drive over 90% customer satisfaction and ratings, Actively attend meetings with management to engage new strategies to increase market capture and growth opportunities, Negotiate with clients for contracts for account growth and retention for shareholders and investors within 3 years time
• 02/2016 - 05/2017, Media General, Account Executive, Dayton, OH, Territory Management in Dayton Market for Advertising and PR campaigns, $75,000 in advertising revenue generated through new business development in last quarter, Project managed 15 accounts, for business development and client retention, for commercial enterprises and local business, Deliver projects on time and within client budgets by active time management within less than 1% error, Maximized and closed multiple advertising campaigns for a Dayton Mercury Award for new advertising executive, Help local businesses achieve desired goals through client analysis, business meetings, market insights and financials
• 04/2015 - 02/2016, United Airlines, Flight Attendant, Chicago, IL, Lead and manage flights ensure on time departures and maintaining FAR requirements, Ensure timely service and deliver upscale services to first class passengers, Training and following new rules and regulations developed by FAA, Traveled internationally to Japan, Germany and other countries with multiple cultures, Work directly with pilots for passenger count and weight balance calculations with aircraft, Deliver upscale services to passengers on daily flights, Follow all regulations and procedures set by American Airlines, Understand personalities and mannerism of individuals from around the U.S.

• Paint abstract artwork as a creative and personal outlet

• US State Department of Education