Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michael Lane

Olympia

Summary

Dynamic leader with extensive experience at Continuant, driving customer satisfaction through strategic enhancements and data-driven insights. Proven expertise in CRM systems and exceptional communication skills foster collaboration across teams. Successfully implemented key processes that improved service delivery, resulting in increased customer retention and satisfaction.

Overview

23
23
years of professional experience

Work History

Director of Service Operations

Continuant
Fife
09.2020 - Current
  • Developed and implemented strategies to enhance overall customer experience.
  • Managed complex client engagements to deliver optimal outcomes, considering all internal and external variables.
  • Analyzed customer data to derive actionable insights and trends for informed decisions.
  • Collaborated with sales, marketing, and operations teams to implement product, service, or process improvements based on customer feedback.
  • Provided training and support to frontline staff to ensure consistent delivery of excellent customer service.
  • Monitored and acted upon key performance indicators (KPIs) related to customer satisfaction, retention, Net Promoter Score (NPS).
  • Managed customer communications during service disruptions to ensure transparency and minimize negative impact.
  • Key Accomplishments:
  • Developed and implemented key processes for Managed Services, including incident, request, event, problem, and change management.
  • Collaborated with stakeholders (Executive, Business Development, Partners, Account Teams, Service Desk, Network Operations Center, Professional Services) to support customer interests and maintain satisfaction.

Project Management Office Manager (PMO)

Continuant
Fife
12.2019 - 09.2020
  • Directed and managed 26 project managers in developing project plans, budgets, and analyzing project issues and risks.
  • Developed project plans supporting product development and operational processes, including business solutions and executive performance reporting.
  • Established project structure, reporting, and metrics to measure and monitor performance, providing ad hoc support as needed.
  • Managed the implementation of Lifecycle Management Systems (LMS), including process development, system training, and change management.
  • Identified potential project red flags and formulated plans to protect revenue.

Senior Operations Manager

Washington Army National Guard
Camp Murray
07.2002 - 01.2020
  • Managed administrative, logistical, training, human resource, and maintenance requirements for the company.
  • Refined and implemented professional development programs to enhance team efficiency and skills.
  • Administered performance ratings, created schedules, and processed payroll.
  • Provided oversight and mentorship to senior leaders responsible for performance evaluations, promotions, and retention decisions.
  • Conducted peer mentoring and team leadership training.
  • Created and delivered analytical reports to address personnel issues and developed training policies and processes.
  • Key Accomplishments:
  • Retired with Honorable Discharge after 23 years of service.

Education

BS - Business Management

University of Phoenix
Phoenix, AZ
06.2001

Skills

  • Customer Relationship Management (CRM): Salesforce, ServiceNow, HubSpot, Odoo
  • Communication & Collaboration Tools: Microsoft Teams, Zoom, Skype
  • Microsoft Office Suite Word, Excel, PowerPoint, Outlook
  • Strategic Planning & Implementation: Capitalizing on emerging growth opportunities, consumer-oriented sales/marketing initiatives
  • Leadership & Collaboration: Articulate communicator with effective interpersonal and presentation skills, strong business acumen, and the ability to lead through complex situations

Timeline

Director of Service Operations

Continuant
09.2020 - Current

Project Management Office Manager (PMO)

Continuant
12.2019 - 09.2020

Senior Operations Manager

Washington Army National Guard
07.2002 - 01.2020

BS - Business Management

University of Phoenix

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