MICHAEL HARRISON
Orlando
Summary
Results-driven operations leader with 7+ years of excellence optimizing workflows, leading high-performing teams, and driving measurable business improvement. Skilled in process improvement, cross-functional collaboration, and data-driven decision-making in addition to effective root-cause analysis. Focused on developing talent, scaling best practices, and building teams that deliver sustained, high-impact performance.
Overview
7
7
years of professional experience
Work History
Supervisor
Premier Support Solutions (PSS)
Orlando
07.2022 - Current
• Led a high-performing support team, consistently exceeding KPIs while adapting to evolving business needs and pilots.
• Delivered a high-visibility sales-readiness training observed by Verizon and executives, improving retention and boosting sales KPIs by 20%.
• Served as a Kaizen Delegate and helped achieve a 300-second CRT reduction, generating $1.5M in annual savings.
• Diagnosed operational bottlenecks and implemented targeted improvements that raised customer satisfaction to 92%+ YTD.
• Used data analysis to drive coaching systems and continuous improvement, achieving “Goal Busters: Balance” performance 10 of the last 12 months
Integrated Solutions Supervisor & ATS
AT&T
09.2018 - 06.2022
• Led a high-performing sales and retention team, increasing mobile-store sales by 10% while consistently surpassing revenue and retention targets.
• Built proactive issue-resolution frameworks that reduced escalations and improved customer satisfaction.
• Streamlined sales workflows to improve efficiency, consistency, and frontline execution, improving field route efficiency by 30%.
• Exceeded sales targets, achieving 150% of monthly unit goals relative to company benchmarks.
Education
High School Diploma -
Mid Florida Technical College
05.2017
undefined
Boone High School
05.2017
Skills
- Data Analysis
- Leadership
- Continuous Quality Improvement
- Employee Retention
- Business Requirements
- Customer Experience
- Root Cause Analysis
- Communication Skills
- Business Efficiency
- Mentoring
- Time Management
- Customer Relationship Management
- Revenue Growth
- Cost Reduction
- Decision Making Skills
- Customer Satisfaction
- Sales Processes
- Knowledge of Hospitality
- Self Motivation
- Business Processes
Accomplishments
- Goalbuster: Balance Winner (x10)
- Coach Of The Quarter (Q4)
- Development of Act. Guided Flow (CRT Reduction - 300)
- Built and led onboarding and development systems that reliably elevated new hires to tenured-level performance
Timeline
Supervisor
Premier Support Solutions (PSS)
07.2022 - Current
Integrated Solutions Supervisor & ATS
AT&T
09.2018 - 06.2022
undefined
Boone High School
High School Diploma -
Mid Florida Technical College