Michael Stephenson

🔧 Product Strategy & Execution

• Led cross-functional teams to define product vision and roadmap, aligning with business goals and driving a 15% increase in feature adoption.
• Applied Agile and Scrum methodologies to accelerate development cycles and enhance team collaboration, cutting delivery timelines by 20%.
• Managed stakeholder communications across all phases, facilitating alignment that reduced revision rounds and improved cross-team transparency.
  

📣 Customer Experience & Market Enablement

• Created onboarding decks and user documentation, increasing internal adoption scores by 30% and reducing support inquiries.
• Orchestrated product demos and client testimonials to support sales enablement and feature validation.
• Launched beta testing programs and post-release feedback loops, leading to critical usability enhancements in the first release window.
  

🤝 Partner Collaboration & Vendor Optimization

• Conducted discovery sessions to align product features with customer goals, contributing to a 12% boost in retention.
• Strengthened vendor relationships, improving SLA reliability and reducing integration delays across key deliverables.
  

🚛 Deployment & Operational Impact

• Led coordination with engineering, QA, and support teams to deploy DOT-compliant HOS solutions across 20+ commercial fleets.
• Monitored satisfaction metrics and implemented targeted updates, driving a 22% improvement in CSAT scores and ensuring field-readiness.

🔧 Maintenance & Logistics Operations (Part-Time)

• Provides dispatch coordination and service tracking for RTI vehicle operations, supporting over 100 instructors and students weekly across Army leadership courses (BLC, ALC, SLC).
• Helps maintain a fleet readiness rate of 98%+, supported by consistent documentation and lifecycle tracking through GCSS-Army.
• Manages orders, ensuring accuracy in maintenance records and readiness metrics used for audit and operational planning.
• Supports ammunition logistics and equipment availability for artillery training, enabling smooth execution of scheduled field exercises.
  

🌎 Joint Training & Multinational Support

• Contributed to cross-unit maintenance efforts during joint 'Panther Strike' training with Canadian, UK, and Australian forces, supporting a zero-failure rate in allied equipment deployments.
• Assists with readiness coordination and equipment uptime throughout multinational exercises.
  

🎓 Leadership Development & Professional Growth

• Applies training from WLC, ALC, and PEC coursework to enhance team coordination and logistical planning.
• Continuously supports operational improvements through proactive maintenance documentation and service workflow optimization

💻 Technical Support & User Assistance

• Delivered Tier 1 support to MSN.com users, resolving issues with internet connectivity, browser compatibility, and email performance in a high-volume call center environment averaging 50–70 calls daily.
• Exceeded KPIs and demonstrated strong communication skills, resulting in promotion to Quality Analyst, one of only a few selected among a team of 100+ agents.
  

🔎 Quality Assurance & Coaching

• Evaluated and scored 100+ agent calls monthly, identifying performance gaps and providing personalized coaching that led to an estimated 15–20% improvement in first-call resolution and a marked decrease in complaint escalation, as observed in team reports.
• Compiled weekly and quarterly performance summaries to support supervisor-led training programs, aligning coaching outcomes with broader service quality goals.
  

🤝 Leadership & Operational Impact

• Mentored junior analysts across multiple shifts, promoting consistency in QA scoring and review standards, contributing to a 10% decrease in onboarding time for new analysts.
• Delivered performance analysis reports to senior leadership on a monthly cadence, offering insights that influenced coaching strategy and improved agent compliance by an estimated 12%.

🖥️ Hardware Inspection & QA Delivery

• Performed final inspections on 50–80 desktop and laptop systems daily, verifying functionality, build integrity, and packaging readiness for end-user satisfaction.
• Contributed to QA operations across 1,000+ units monthly, supporting consistent product delivery and helping maintain a less than 2% return rate.
• Collaborated with production and testing teams to streamline QA workflows, resulting in an estimated 18% increase in inspection throughput during peak cycles.
  

🛡️ Defect Prevention & Documentation

• Identified and documented hardware and configuration issues, preventing hundreds of downstream failures and reducing cost impact from product returns and service calls.
• Ensured detailed lifecycle documentation that supported warranty processing and post-sale technical investigations.
  

👥 Training & Team Contributions

• Trained new team members on inspection procedures and SOPs, accelerating onboarding efficiency by 15% and improving quality consistency across shifts.
• Recognized for precision, consistency, and a team-oriented mindset during high-output production sprints averaging 7,000+ units per quarter.