Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Mike Afterkirk

Crittenden,KY

Summary

Accomplished leader with a proven track record at Wayfair, adept in financial management and performance evaluations. Spearheaded offshore operations, enhancing customer satisfaction by over 8%. Excelled in fostering team growth, driving significant ENPS improvements, and leading high-impact projects. Expert in contract management and developing talent, consistently achieving top service rankings.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Supplier Transfer Operations and Offshore Manager 2

Wayfair
09.2022 - Current
  • Leading and managing our offshore vendors in Vietnam and India, with a headcount of around 200 agents.
  • Partnering with our offshore teams to effectively forecast volume and staff, effectively, based on those forecasts.
  • Revamping the space to cut overall costs and more efficiently hold our teams accountable.
  • Created new SOPs for the space when it comes to handling supplier requests.
  • SOPs allowed for a more consistent customer experience, and we have seen the overall customer satisfaction for 2024 increase by over 8%.
  • Assist with the new onboarding of managers and agents in the space.
  • Partnered with our vendors to create a robust training schedule for their teams to ensure they were able to ramp up in a timely fashion, and to ensure additional training was provided to those lower-performing agents.
  • Created and helped implement the creation of a global QA process for their teams.
  • This was not only used for our teams, but also passed along to other offshore partners in Wayfair.

Virtual Service Manager 2

Wayfair
08.2020 - 09.2022
  • Leading and managing six managers and up to 100 virtual consultants.
  • Mentoring, coaching, and leading tenured and new managers.
  • Finished 2021 Q3 in the top 22% of all services.
  • Onboarded 2 new managers and over 30 consultants in Q4 2021, while still performing in the top 60% of the network.
  • Over 20 consultants were promoted in Q3 and Q4 alone.
  • Driving the culture and overall success with ENPS in the virtual space.
  • Regularly engaging with my leaders and consultants.
  • ENPS results for Q3 2021 were 91.7%, and for Q4 2021, they were 88.5%.
  • POC for Wayfair Leadership Exploration Program. Completed the interviews for candidates, onboarded leader coaches, and continued to tweak the existing process to get the most out of the program. Maintained a very high rate of success, with over 80% of candidates being promoted after completing the program.
  • POC for Manager Onboarding - Led the effort and was in charge of setting all new managers up in the virtual customer service space. All in all, I had the opportunity to assist in the onboarding of over 20 new managers.
  • POC for new hire onboarding and content - Partnering with the training team and identifying gaps in the curriculum and processes. Identifying potential roadblocks and being proactive in the handling of those.
  • Running and setting up monthly performance meetings for our virtual managers. Effectively built the framework for the meetings and ensured all the valid areas were covered.

Virtual Service Manager

Wayfair
07.2018 - 08.2020
  • Leading and managing around 15 virtual consultants.
  • Coaching and driving success.
  • Finished 2019 Q3 in the top 13% of all services.
  • I took over a new team in October 2019 and have turned things completely around, finishing 2019 Q4 in the top 25% and 2020 Q1 in the top 8% of all services.
  • Taking a very active role in the hiring and interviewing of new applicants.
  • Part of the Do Not Call Carrier and Supplier pilots.
  • Really driving self-service options and working with the project team to ensure that it was successful.
  • Led and drove the Amethyst and VIP awards for the virtual space to ensure our teams were represented.

Unit Manager, AVP

Citigroup
01.2017 - 01.2018
  • Leading and managing around 20 consultants, 50% of the staff was remote.
  • Improved client Net Promoter Scores (how likely clients are to refer friends and family) by 760 basis points.
  • Finished #1 for 2018 with a group that consistently finished near the bottom.
  • Driving resolution and improving consultant effectiveness with ongoing individual coaching.
  • Partnered with Sr. Leadership is redesigning call monitoring processes, allowing more time for unit managers to coach and develop employees.
  • Led efforts in designing the Career Discovery program, a program that locates and develops talent within the bank, and helps set them up for success.

Customer Service Associate, Citigold Dedicated Services

Citigroup
01.2014 - 01.2017
  • Piloted and led the introduction of the Citigold Dedicated Service team which focused on providing a resolution based, white glove experience for our affluent client base (>200k in deposit/investment accounts)
  • Drove and led the addition of a global banking role within the team, linking and opening accounts outside of the states.
  • Led the way for training and mentoring new hires for the introduction of a new account package (Citi Priority > $50k in deposit/investment accounts) and later transitioning those agents over to Citigold.
  • Drove client experience results by leading calibrations across all Citigold (a population of around 80 agents), focusing on ownership and overall resolution, closing the gaps in areas where we were currently missing.

Education

B.S. - Accounting and Finance

University of Kentucky
Lexington, KY

Skills

  • SOP Creation and Process Improvements
  • Performance evaluations
  • QA Process Development and Enhancements
  • Financial management
  • Developing Leadership and Employee Training Programs
  • Contract management

Certification

  • Top 10 Customer Service Manager, 12/01/19, 4
  • Top 10 Customer Service Manager, 01/01/19, 3
  • 2019 Wayfair Annual Award, We Bring Top Talent To The Table
  • Dean's List, 2008 Spring Semester, 2008 Fall Semester, 2009 Spring Semester
  • Youth athletics coach

Timeline

Supplier Transfer Operations and Offshore Manager 2

Wayfair
09.2022 - Current

Virtual Service Manager 2

Wayfair
08.2020 - 09.2022

Virtual Service Manager

Wayfair
07.2018 - 08.2020

Unit Manager, AVP

Citigroup
01.2017 - 01.2018

Customer Service Associate, Citigold Dedicated Services

Citigroup
01.2014 - 01.2017

B.S. - Accounting and Finance

University of Kentucky

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Mike Afterkirk