Michael W. Knight
Contact Center Operations Executive
Dallas,TX
Summary
A dynamic, results-driven leader with over two decades of professional experience in driving business objectives through effective team leadership in the travel and meetings management industry. Expert in enhancing client satisfaction and retention through strategic negotiations and relationship building. Proficient in analytical problem-solving, team building, and decision-making that positively contributes to company success.
Overview
25
25
years of professional experience
4
4
years of post-secondary education
Work History
General Manager
Metroplex Express Solutions
Dallas, TX
07.2023 - Current
- Spearheaded dual-service management by leveraging data analytics to optimize operational efficiency in courier logistics and niche travel solutions
- Analyzed market trends and travel data to provide clients with cost-effective travel recommendations and alternative routing options
- Successfully managed both courier operations and travel research services, ensuring high-quality deliverables across all business segments
- Built and maintained strong client relationships through detailed travel sourcing recommendations and reliable courier services, resulting in 20% growth through referrals
Director of Event Operations
Corporate Travel Management
Dallas, TX
02.2022 - 07.2022
- Led a diverse team of over 50 professionals including air managers, supervisors, agents, and account managers, focusing on company growth, profitability, and customer return on investment (ROI)
- Mentored managers, supervisors, and account managers on operational strategies, ensuring success and the company's growth
- Maintained exceptional customer service levels while providing group travel management services and actively seeking new business opportunities
- Defined and improved standard operational policies and guidelines that increased the efficiency and effectiveness of contact center operations
- Streamlined operational procedures by implementing cutting-edge automation tools, leading to a significant 5% increase in productivity and profitability
Manager, Customer Support
Chewy
Richardson, TX
09.2021 - 02.2022
- Led a large team of 140 managers and customer support representatives, ensuring the consistent delivery of 7-star service to pet parents
- Fostered improved cross-functional collaboration with other departments to prioritize goals and streamline functions
- Collaborated effectively with internal team members to address and resolve customer concerns, providing exceptional customer experiences
- Established and implemented standard operating procedures for existing processes and procedures, significantly increasing efficiency
- Promptly resolved a variety of customer issues, maintained detailed records of daily progress, and identified areas for improvement
Director - Groups, Meetings & Events
Navan
Dallas, TX
02.2020 - 04.2020
- Led a global division tasked with setting business policies in collaboration with C-level and cross-functional leadership
- Overhauled the pricing model, implemented a measurement and analytics framework, generated monetization and projection reports, and established global standards and best practices
Senior Manager of Operations - Meetings
American Express Global Business Travel
Dallas, TX
11.2015 - 01.2020
- Directed multifaceted operations encompassing omni-channel contact center, sales, and account management for over 100 employees by implementing efficient management and technology integration
- Utilized an omni-channel approach to oversee operational management, boosting portfolio performance to over $135M in air sales with impactful customer relationship management techniques
- Drove a 300% increase in revenue over four years by implementing advanced sales strategies and reducing average handle time (AHT) by two minutes
- Increased customer first-call resolution by 15% through systematic process integration and team coordination, enhancing communication and service efficiency
- Conceptualized and implemented technological advancements, including the creation of an online booking tool, an automated booking process, and global reporting
Senior Manager of Operations
BCD Travel
Irving, TX
10.2014 - 10.2015
- Optimized operational processes, improving profitability and resulting in significant cost savings of over $300K in the contact center
- Developed and supervised KPIs for both outsourced vendors and internal teams, ensuring alignment with company objectives
Senior Account Manager/Operations Manager
Expedia Group
Las Vegas, NV
06.2000 - 10.2014
- Senior Account Manager, managed a portfolio of 200 clients in the North America Group Air division, significantly increasing business by 200%
- Operations Manager, oversaw the contact center operations team
Education
Bachelor of Arts - Economics
08.2000 - 05.2004
Skills
Core Leadership & Management
Strategic Leadership: Team Building, Performance Management, Strategic Planning, Change Management
Communication Excellence: Stakeholder Management, Client Relationship Building, Executive Presentations
Operational Efficiency: Process Optimization, Automation Implementation, KPI Development & Tracking
Contact Center Technology Stack
Enterprise Platforms: Avaya, Genesys, Cisco Contact Center
CRM & Customer Experience: Salesforce, Microsoft Dynamics, Zoho CRM
Workforce Management: NICE IEX, Aspect WFM, Capacity Planning Tools
Analytics & Business Intelligence
Reporting & Visualization: Power BI, Microsoft Excel (Advanced), Google Analytics
Voice of Customer: Qualtrics, Customer Feedback Management
Project Management: Airtable, Collaborative Workflow Tools
Industry-Specific Expertise
Travel Technology: Sabre GDS, Online Booking Tools, Fare Management
Communication Infrastructure: VoIP Systems, Omnichannel Platform Integration
Business Operations: Contract Negotiations, Vendor Management, Cost Optimization
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
General Manager - Metroplex Express Solutions
07.2023 - Current
Director of Event Operations - Corporate Travel Management
02.2022 - 07.2022
Manager, Customer Support - Chewy
09.2021 - 02.2022
Director - Groups, Meetings & Events - Navan
02.2020 - 04.2020
Senior Manager of Operations - Meetings - American Express Global Business Travel
11.2015 - 01.2020
Senior Manager of Operations - BCD Travel
10.2014 - 10.2015
University of Nevada Las Vegas - Bachelor of Arts, Economics
08.2000 - 05.2004
Senior Account Manager/Operations Manager - Expedia Group
06.2000 - 10.2014