Open To Work
Michael Russell
Care Coordinator | Care Management
Wayland,US
Summary
- I’ve always been someone people naturally come to when things feel overwhelming, uncertain, or complicated. Whether I’m helping a family through a major life transition, supporting a client who needs guidance, or solving problems behind the scenes, I take pride in being someone people can trust, rely on, and genuinely connect with.
- My background combines leadership in senior living, customer success in SaaS, and hands-on care coordination, but what drives me most is helping people feel heard, supported, and confident during difficult or unfamiliar situations. I don’t believe in treating people like numbers. I believe in listening first, communicating clearly, and making sure nothing important gets overlooked.
- I naturally thrive in roles where technology, problem solving, and human connection come together. I enjoy simplifying complicated situations, helping people better understand systems and processes, and creating solutions that make life easier for clients, families, and teams alike.
- What truly sets me apart is the level of care and energy I bring into everything I do. I’m adaptable, calm under pressure, and genuinely invested in the people I work with.
- No matter the role or environment, my goal is always the same: make a real impact and leave people feeling supported, understood, and confident moving forward.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Care Manager
Independent Management
Shrewsbury , MA
02.2024 - Current
- Consulted with supervisors to assess cases and plan strategies for enhancing care.
- Assisted client with daily living needs to maintain self-esteem and general wellness.
- Coordinated referrals to specialists, hospitalizations, ER visits, ancillary testing, and other enabling services for patients.
- Arranged transportation and documented details of discharge transition plans.
Director of Sales and Marketing
Sunrise Senior Living
Boston, Massachusetts
03.2023 - 02.2024
- Served as the chief technical liaison for the facility, cultivating relationships with Comcast and coordinating the installation of Wi-Fi and router setups to guarantee seamless internet connectivity for residents and staff.
- Engaged with leadership and residents to enhance technology upgrades aligned with operational needs, focusing on improvements to network stability and security protocols.
- Boosted occupancy rates to 97.3% (20% YOY increase) by delivering solution-oriented consultations for prospective clients, clearly articulating the benefits of services and technology.
- Recognized as the primary resource for resolving resident tech issues, significantly augmenting client satisfaction and internal efficiency.
Customer Success and Implementation Specialist
Thryv
Boston, Massachusetts
04.2018 - 02.2021
- Orchestrated the transition of over 50 businesses to digital tools, markedly enhancing operational efficiency and lowering costs.
- Conducted technology audits with a focus on ROI, resulting in notable success stories for clients.
- Collaborated with cross-functional teams to devise customized IT solutions, contributing to increased client retention rates.
- Delivered strategic recommendations for SaaS adoption, effectively driving upsell revenue growth.
- Managed client onboarding processes to ensure fluid transitions, resulting in elevated satisfaction and decreased churn for SaaS solutions.
- Advanced from Customer Success Manager to Business Advisor, assuming a larger portfolio of strategic SaaS accounts with greater responsibility for renewals, adoption, and growth.
Sales and Customer Support Specialist
Comcast
Dedham , MA
02.2021 - 02.2023
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware prior to deployment.
- Installed, configured and maintained computer systems and network connections.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Mobile Expert
T-Mobile-Sprint
MetroWest, Massachusetts
04.2016 - 04.2018
- Excelled in sales performance by astutely identifying customer needs and aligning them with tailored mobile solutions, thereby enhancing client retention rates.
- Collaborated with colleagues to formulate promotional strategies, elevating product visibility and driving significant foot traffic to the store.
- Delivered exceptional customer service through active listening and promptly addressing concerns, fostering a welcoming atmosphere that encouraged repeat visits.
- Analyzed sales data to identify trends and refine inventory management practices, leading to improved stock levels and reduced customer wait times.
- Instituted innovative training techniques for staff, enhancing product knowledge and elevating overall team performance in sales interactions.
Canvassing Manager
Renewal by Andersen
Worcester , MA
01.2014 - 04.2016
B2B Sales Consultant
Verizon Wireless
Bellingham, MA
07.2011 - 01.2014
Sales Representative
Imperial Chrysler Dodge Jeep
Mendon, MA
01.2008 - 07.2011
Education
Associate of Science - Cybersecurity, Computer Networking
Massachusetts Bay Community College
Wellesley, MA 08.2024 - 08.2026
Associate Of Science - Sociology
Quinsigamond Community College
Worcester, MA 09.2006 - 05.2008
Skills
- Computer Networking
- Salesforce
- IT Strategy
- Network Security
- Data Migration
- Help Desk Support
- SaaS
- Sales Management
- Technical Support
- Technical Training
- User Experience
- Client Onboarding
- Customer Service
- Teamwork
- Communication
- Problem Solving
- Client Satisfaction
- Network troubleshooting
- Cybersecurity protocols
- Technical support
- Data analysis
- Project management
- Effective communication
- Product launches
- Advertising campaigns
- Data-driven decision making
- Sales pipeline management
- Sales training
- Key account management
- Web analytics
- Sales coaching
- Marketing automation
- Search engine optimization
- Partnership development
- Affiliate marketing
- Competitor analysis
Work Preference
Job Search Status
Open to workWork Type
Full TimeContract WorkGig WorkPart TimeLocation Preference
RemoteHybridOn-SiteSalary Range
$80000/yr - $167000/yrCertification
CPR CERTIFICATION
Timeline
Associate of Science - Cybersecurity, Computer Networking
Massachusetts Bay Community College
08.2024 - 08.2026
Care Manager
Independent Management
02.2024 - Current
Director of Sales and Marketing
Sunrise Senior Living
03.2023 - 02.2024
Sales and Customer Support Specialist
Comcast
02.2021 - 02.2023
Customer Success and Implementation Specialist
Thryv
04.2018 - 02.2021
Mobile Expert
T-Mobile-Sprint
04.2016 - 04.2018
Canvassing Manager
Renewal by Andersen
01.2014 - 04.2016
B2B Sales Consultant
Verizon Wireless
07.2011 - 01.2014
Sales Representative
Imperial Chrysler Dodge Jeep
01.2008 - 07.2011
Associate Of Science - Sociology
Quinsigamond Community College
09.2006 - 05.2008