MICHEAL MARTIN

• Manage delivery to KPIs
• Develop budget & manage to meet annual targets
• Leads initiatives to ensure positive & engaging work environment for advisors
• Ensure objectives are met for service delivery, efficiency and advisor engagement
• Provide insights such as new & emerging trends, top call drives, business shifts & performance gaps
• Communication to supplier partner(s) on any business changes impacting advisors
• Took ownership of implementing improved or completely new experiences from initial Go to Market meetings through implementation.
• Grew client relationships from a ROI standpoint; engagement growth and tangible increase in end user experience
• Followed user-centered design and development methodologies and work closely with researchers, designers, and technologists to deliver best-in-class experiences.
• Actively track and communicate program status, risks, issues, and opportunities as appropriate to both client and internal project teams.
• Create Statements of Work and be responsible for their successful execution; control project scope and issue Work Change Orders appropriately.
• Evaluate existing digital products.
• Provide strategic and tactical leadership to both external suppliers and internal project teams
• find ways to help solve additional supplier issues.
• Identify opportunities to leverage existing work and approaches in future engagements.
• Manage client and project expectations and schedules, serving as the day-to-day client contact.
• Continuously learn new tools to improve how we work.
• Facilitate effective and efficient meetings; work with project team members to develop strategies and action plans based on the outcomes of those meetings.
• Leverage project team members’ skill sets for efficient teamwork and quality deliverables.
• Contributed to thought leadership and promoted the engagement team via internal and external outlets.

• Equip Contact Center advisors with proper knowledge & tools
• Create & maintain processes for advisors to follow and actively participate in creating advisor training materials
• Actively look for opportunities to make advisor’s work as easy & intuitive as possible
• Look for opportunities to provide more relevant & easy-to-consume job aids (e.g. infotainment benches, product marketing videos, etc.) to advisors
• Constantly evaluate customer’s/advisor’s/stakeholders’ sentiments through call listening, case reviews, focus groups, customer quality survey comments, and Advisor Process feedback
• Rigorously analyze data & control the processes

CSAT (Customer Satisfaction) survey scores & verbatims call/triage/case type and volumes

• Inbound call resolution rates
• Customer Case resolution performance by advisors and supporting technical teams
• Various cost aspects
• Secure necessary visibility & control the processes by defining KPIs and Key metrics that must be measured and work with reporting team to build required reporting
• Manage day-to-day operational metrics to ensure that the numbers are within the control limits
• Lead issue resolution & manage escalations
• Clarify/set right expectations on ETA
• Dig deep or leverage supporting teams for best resolution for the customers
• Form & lead a forum to facilitate cross-functional collaboration (Business Unit meeting, Aged cases review, bouncing cases, etc.)
• Identify & pursue proactive issue resolution opportunities
• Spot emerging issues and mobilize supporting resources
• Manage, define & build relationship with stakeholders
• Develop the Game Plan (goals and paths to get there) for the responsible areas and identify & pursue continuous improvement opportunity

• Directly Oversee 10 Supervisors & oversee 175 technical advisors.
• Daily oversight of productivity metrics, to maintain.
• Formulated processes that enabled team to improve assistance to support groups, resulting in reduction of down time and financial loss.
• Reviewed financial reports each day and investigated variances with accounting staff to keep records accurate.
• Ran bi -weekly Business Unit meeting with General Motors.

• Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
• Piloted (Good to great) team for underperforming advisors, that resulted in 15% increase in KPIs.
• Established new working processes which delivered continued improvements.

• Performed ad hoc deep-dive analyses for specific business problems.
• Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
• Managed training class of new hires with 20 new hire employees.

• Investigated and addressed Mobile App system issues to enhance usability and improve functionality.
• Provided high-level technical expertise to projects in infotainment & Mobile App for automotive Industry.
• Resolved technical issues related to over 100 vehicles per day.

• Started business on economic development grant from Columbia, MD for Job creation.
• Acquired 25% of market share through partnership with coding bootcamps.

• Worked closely with organizational leadership, including board of directors, to strategically affect direction of operations.
• Directed family program to demonstrate to low-income/urban area families benefits of monitoring dietary needs and increasing daily activity through tutorials and guided instruction.
• Program assisted over 100 kids and their families over 3 years.

• Educated clients on specific marketing strategies to increase client sales and overall promotion effectiveness.
• Prepared pitch decks, competitive analysis, and collaborating on copy for radio.
• Conducted market research using industry reports like Neilson to prepare insights for the African American advertising account for Walmart.

• Identified trends in Michigan policies and economics to assist committees with key decision making.
• Coordinating Royal Oak based call center assigning call lists to over 500 volunteers, training volunteers on scripting and data entry.

• Sorted and organized materials such as physical files, tracking spreadsheets and reports.
• Handled case management for over 50 constituents to restore utilities.