Michael Karls
Senior Business Strategist
Westland,MI
Summary
Dedicated team member and servant leader with success in team member development, project management, and business improvement. Committed to improving client experience, business profitability, and team member success.
Overview
9
9
years of professional experience
Work History
Senior Business Strategist
Rocket Mortgage
Detroit, MI
06.2022 - Current
- Stood up phone number creation process.
- Reduced calls to 186 by 5% with change to main menu.
- Helped change Client Relations menu to reduce calls to 187 by ≈1000 a day.
- Created Sharepoint site to track everything related to IVR for myself and future team member.
- Collaborated with third party (NICE) to create new dashboards for KPI's for ease of use.
- 2022 Passport trip winner and 99th Percentile.
Continuous Improvement Architect
Rocket Mortgage
Detroit, MI
02.2022 - 06.2022
- Created process for Error and Complaint threshold alerts to ensure they were reviewed and documented.
- Revamped the Client Feedback report to Rocket Branding and more detailed information.
- Improved RAID Log by adding columns for email subject line, risk rating, and created by.
- Collaborated with multiple business areas to create monthly complaint deck.
Team Leader
Rocket Mortgage
Detroit, MI
04.2016 - 02.2022
- Built strong relationships with clients, team members, and business partners through positive attitude and attentive response.
- Successful changed the culture of our escalation team to increase results and client experience.
- Nominated for two yearly awards for "Best performance in a leadership role."
- Mentored and guided team members to develop in their roles, including multiple team member promotions to leadership.
- Demonstrated knowledge of company OKR's and mentored team members in reaching iOKR's aligned with company core values.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching production goals.
- Assisted with new hire training and existing training programs.
- Stood up brand new team, hired on external team members, created team vision, and set business area records.
- Resolved escalated, escalation team member calls.
Team Captain
Rocket Mortgage
Detroit, MI
01.2015 - 04.2016
- Worked with team members to handle escalated customer issues.
- Conducted weekly meetings to motivate team members, address concerns and questions, plan improvements and evaluate progress toward goals.
- Supervised and evaluated team members to help improve skills, achieve daily objectives and attain advancement.
Client Advocate
Rocket Mortgage
08.2013 - 01.2015
- Achieved high satisfaction rating through proactive one-call resolutions of client issues.
- Documented and detailed calls and complaints using call center's CRM system.
- Addressed escalated client service issues sent from sales and service teams to save client relationships.
- Responded to client calls and emails to answer questions about mortgage process.
- Top 3 in production for 12+ months.
Education
Some College (No Degree) - Data Analytics
05.2001 -
Some College (No Degree) - Criminal Justice
05.2001 -
Skills
Relationship building
Client Service
Complaint Resolution
Analytical and Critical Thinking
Flexible and Adaptable
Strategic Planning
Team Building
Timeline
Senior Business Strategist - Rocket Mortgage
06.2022 - Current
Continuous Improvement Architect - Rocket Mortgage
02.2022 - 06.2022
Team Leader - Rocket Mortgage
04.2016 - 02.2022
Team Captain - Rocket Mortgage
01.2015 - 04.2016
Client Advocate - Rocket Mortgage
08.2013 - 01.2015
Purdue Global - Some College (No Degree), Data Analytics
05.2001 -
Schoolcraft College - Some College (No Degree), Criminal Justice
05.2001 -