Michael Hovendick
Wilmington,Delaware
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
28
28
years of professional experience
Work History
Director of Client Services
Support Services Group
03.2010 - 11.2023
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Managed existing and developed new client relationships, identifying risk and growth opportunities.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Liaised with leadership team to support strategic opportunities and align cross-functional resources with delivery.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Cultivated culture of continuous improvement and innovation to improve efficiency and drive results.
Director of Business Operations
Millennium Teleservices
03.2000 - 10.2010
- Implemented escalation procedures to effectively handle time-sensitive issues.
- Oversaw day-to-day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers.
- Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.
- Collaborated with senior leaders to develop and launch new clients as well as organically growing existing business
- Devised strategies to boost customer sales and drive referrals due to excellent service resulting in new customer relationships.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Senior Account Manager
Influent Inc.
11.1995 - 03.2000
- Mentored junior account management professionals to develop skills and increase company revenue.
- Provided extensive support in sales, technical and business areas to key accounts.
- Worked with customers to develop strategic business and account plans.
- Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.
- Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions.
- Organized client feedback and introduced streamlined process of replying to and rectifying complaints.
Education
No Degree - Music
Hastings College
Hastings, NE05.1996
High School Diploma -
High School At Tekamah
Tekamah, NE05.1992
Skills
- Client Relationships
- Recruiting and Hiring
- Business Administration
- Brand Management
- Cost Control
- Emergency Response
- Business Development
- Revenue Forecasting
- Project Planning
- Process Improvement
Member of the Rainbow Chorale of Delaware. On the Board of Directors for 4 years
I started singing with the chorale in 2014 and within 2 years I had become the Treasurer and then Secretary of the Board.
Timeline
Director of Client Services
Support Services Group
03.2010 - 11.2023
Director of Business Operations
Millennium Teleservices
03.2000 - 10.2010
Senior Account Manager
Influent Inc.
11.1995 - 03.2000
No Degree - Music
Hastings College
High School Diploma -
High School At Tekamah
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