Michael Crumbley Email & Phone Number

Charlotte, North Carolina Area

Charlotte, North Carolina

• Prepared annual reporting on volume of calls monitored, average quality scores, trends, correlation to customer satisfaction in order to forecast trends and capacity needed for Quality team. • Revamped quality call monitoring process by designing a new calibration process and new quality form. Led to increased calibration within 1 month of use. • Developed a dashboard for reporting KPIs, to increase visibility, and allow for trending to be viewed at a per agent basis. • Maintained a monthly scorecard that aggregated all data for the Quality and Sales team to allow for more targeted coaching to increase improvement, agent buy-in and knowledge retention. • Created a monthly quality newsletter to ensure all trends were being communicated. • Created various reports across several lines to help data to become more utilized and understood throughout the organization.

Charlotte, North Carolina Area

Supported site director in site level Business Analysis. Profit & Loss (P&L) Analysis for site and region (multiple sites). Analyzed Revenue, Spread and EBITDA for site and region. Found trends and provided suggestions for improvements through savings and other programs. Created and improved reporting for Financial Analysis and Workforce Management. Developed tools for and monitored capacity and seat count to cover and project volume needs. Created and implemented incentive programs to improve performance and help site to exceed KPI goals.

A Better Place to Be Childcare; Supervised staff of 5.Developed curriculum for after school program.Designed marketing strategy that led to highest initial enrollment over previous 10 years.Implemented new clubs and extracurricular activities for student retention as well as increasing new enrollment.Managed fundraiser to help purchase supplies and increase student involvement.

Director, Childcare, 2004 to 2010Created orientation program to facilitate the training and development of staff as well as other personnel actions.Facilitated workshops and orientation programs for new hires.Efficiently managed HR responsibilities for 10+ employees.Stimulated growth in enrollment by a new marketing method and exceptional customer service.

Responsible for HR duties for a staff of 20.Functioned independently to oversee administrative actions.Implemented training and work retreats that reduced employee turnover.

Master Of Business Administration - Mba, Finance, 4.0

Bachelor Of Arts (B.A.), Psychology

Activities and Societies: Phi Kappa Sigma, Model U.N., Teaching Fellows