Aaron Michael Email & Phone Number

Chicago, Illinois, United States

• Was part of Cox Automotive's Generative AI initiative to summarize inbound calls between clients and Frontline Agents:
• Initially brought in as a SME for brand knowledge, with de-facto Project Manager responsibilities
• Key partner from POC to Beta to GA Rollout and support after launch.
• Designated Prompt Engineer for prompt enhancements, testing, and rollout
• Experience with Agile Work Environments, managing user stories, and developing action plans
• Held weekly meetings with stakeholders and developers to provide a consistent run-down on current metrics and enhancements

Remote

• Assisted in the development of an AI-Summary Generation project, from Proof of Concept through Pilot, by assisting Change Management, Client Ops, and Development as designated SME and Prompt Engineer
• Utilized Prompt Engineering skills to adjust and tailor the prompt used in AI-Summary project.
• Evaluated support interactions, provided feedback to management, and partnered with internal business units to determine accurate performance goals for team members.
• Utilized Microsoft Office, data reporting tools and other resources to gather, analyze, and present data related to Quality Assurance
• Designed and maintained production trackers to be used when evaluating support calls for reporting purposes.
• Trained new hires for both Internal Techs and BPO Techs on the QA process and scorecard

Oak Brook, Illinois, United States

• Communicated with external clients, 3rd-party vendors, and internal Business Units to solve problems related to Cox Automotive products.
• Maintained exceptional customer service skills for both internal and external customers.
• Knowledge of SQL / Oracle Developer Tools
• Specialized in critical thinking skills to determine the root cause of problems and provide effective resolves.
• Assisted management with “Master Cases”, which affected global end-users.

Greater Chicago Area

• Maintained accuracy and responsibility for the location’s finances.
• Coached other associates on company expectations, procedures, and policies; whilst communicating goals and sales metrics
• Recruited and trained new employees for multiple locations.
• Covered management positions are multiple locations; when necessary
• Joined weekly/monthly/quarterly “Conference Calls” with District and Regional managers, discussing performance, marketing, and sales metrics for the location.
• Fostered the relationship between company and customers through customer service and reviewed customer surveys for positive and negative feedback

Greater Chicago Area

• Maintained accuracy and responsibility for the location’s finances.
• Coached other associates on company expectations, procedures, and policies; whilst communicating goals and sales metrics
• Recruited and trained new employees for multiple locations.
• Covered management positions are multiple locations; when necessary
• Joined weekly/monthly/quarterly “Conference Calls” with District and Regional managers, discussing performance, marketing, and sales metrics for the location.
• Fostered the relationship between company and customers through customer service and reviewed customer surveys for positive and negative feedback