Michael Rapp
Hendersonville
Summary
Dynamic and results-oriented Contact Center Leader with extensive experience managing large-scale support operations and enhancing customer experience. Proven track record in spearheading cross-functional initiatives, scaling operations, and implementing data-driven strategies to significantly elevate service delivery, efficiency, and customer satisfaction. Proficient in key call center metrics including SLA, CSAT, AHT, and FCR, with expertise in workforce planning, quality assurance, and vendor management. Recognized for empowering teams, effectively navigating change, and cultivating a culture of accountability and continuous improvement in fast-paced, customer-centric environments.
Overview
23
23
years of professional experience
Work History
Multi Unit Site Leader
Gopuff
10.2023 - Current
- Oversee daily operations for multiple high-volume retail and Micro Fulfillment Center (MFC) locations with a strong focus on customer experience, process efficiency, and team performance.
- Increased operational efficiency by over 50% through the implementation of streamlined workflows, KPI tracking, and targeted training initiatives.
- Generated $30,000+ in monthly revenue growth by enhancing service delivery and aligning operations with customer expectations.
- Collaborate cross-functionally with Capacity Planning, Supply Chain, and HR to drive initiatives that improve operational performance and customer outcomes.
Senior Team Lead / Manager, Customer Experience
Lyft HQ
10.2018 - 04.2023
- Directed multi-channel support operations across both internal teams and outsourced vendor sites, driving improvements in SLA compliance, customer satisfaction (CSAT), and operational scalability.
- Increased team efficiency by 25% and improved SLA performance by 16% within the first quarter through process optimization, performance coaching, and real-time KPI monitoring.
- Decreased inbound contact volume and support costs by assisting with the transitioning transactions of tasks to partner sites—freeing internal teams to focus on complex, high-value customer interactions.
- Developed and rolled out quality scorecards, performance rubrics, and employee engagement strategies, contributing to a 13% uplift in team sentiment and increased consistency in support delivery.
Technical Operations Supervisor
Comcast
01.2014 - 03.2018
- Directed a team of 10+ technicians delivering in-home technical support and service to customers across the Nashville region.
- Led day-to-day operations including scheduling, quality control, and issue resolution—ensuring a high level of customer satisfaction.
- Developed and delivered technician training on troubleshooting, product knowledge, and customer engagement best practices, reducing repeat visits and improving service quality.
- Established performance expectations and monitored KPIs to continuously enhance team productivity and service levels.
Team & Operations Leader
U.S. Army
07.2002 - 02.2013
- Held progressive leadership roles overseeing the training, welfare, and operational readiness of units up to 431 personnel.
- Led high-impact training and deployment preparation efforts; managed logistics and equipment valued over $11M.
- Developed and maintained operational plans, supported team transitions, and ensured consistent performance under high-pressure conditions.
- Recognized for team leadership, mission execution, and the ability to manage complex logistical and personnel operations.
Education
No Degree - Management And Human Resources
University of Trevecca
Nashville, TN05-2026
Skills
- Team building
- Program implementation
- Data-driven decision making
- Experience optimization
- Process improvement
- Multitasking and prioritization
- Financial acumen
- Business analysis
- Change management
- Coaching and mentoring
- Teamwork and collaboration
- Continuous improvement
- Customer relationship management
- Risk management
- Adaptability and flexibility
Timeline
Multi Unit Site Leader
Gopuff
10.2023 - Current
Senior Team Lead / Manager, Customer Experience
Lyft HQ
10.2018 - 04.2023
Technical Operations Supervisor
Comcast
01.2014 - 03.2018
Team & Operations Leader
U.S. Army
07.2002 - 02.2013
No Degree - Management And Human Resources
University of Trevecca
Similar Profiles
Survannah VayeSurvannah Vaye
Operations Associate at GoPuffOperations Associate at GoPuff
Samuel SantosSamuel Santos
Delivery Driver at GoPuffDelivery Driver at GoPuff
JOSHUA LOPEZJOSHUA LOPEZ
Senior Operations Associate at GopuffSenior Operations Associate at Gopuff
Spade BaillySpade Bailly
Process Specialist at Kimberly-ClarkProcess Specialist at Kimberly-Clark
Nathaniel LayNathaniel Lay
Regional Vice President of Operations at Results PT / Upstream RehabilitationRegional Vice President of Operations at Results PT / Upstream Rehabilitation