Michael Goudreau Email & Phone Number

Gladwin, MI, US

Leads the strategic oversight of Calendly’s chatbot operations using Ada.cx- Architect & maintain top-of-funnel infrastructure responsible for 750k+ chats/year- Leading testing and implementation of gen AI, coming from a scripted model- Consistently working on Auto Resolution Rate, saving $1.7M to date- Established & refined KPIs to measure the.

Providing in-depth technical support to Enterprise organizations and developers using Calendly - Prevented hundreds of thousands of dollars of churn by supporting Ent. customers via Zoom - Consistently lead team in core KPIs including CSAT, tickets solved, and solves per hour - Given highly selective Next Horizon Grant for extraordinary impact on the.

Customer-facing role working with Jama Software's requirements management platform - Troubleshoot complex cloud and on-premise installs and upgrades of Jama’s SaaS product- Developed invaluable Linux, SQL, and stack trace investigating skills- Consistently achieved top-performing TSE on the team- Became SME in new SAML/ SSO implementations, and trained.

Repairing devices and relationships inside the Apple Store- Worked at stores in Michigan, Oregon, Utah, and Tennessee- Exceeded expectations in all performance reviews- Mentored and led peers, helping further their career and development- Facilitated training for new Genius Bar members- Chosen for 6-month career experience as a Lead Genius to work on.

Remote

Problem Manager - 6-month “career experience” while employed in retail— Developed advanced critical-thinking and root-cause-analysis skills— Excelled in onboarding training, quicker than the average CE— First Career Experience participant to facilitate Apple-wide postmortem discussion

Remote

Owner/ Freelance Visual Designer— Specializing in identity design, with a focus on logos and packaging design. — From multimedia companies, to beer and coffee brewers, we've helped a diverse group of businesses refine the face of their company.

Austin, Texas

Visual Designer - 5-month “career experience” while employed in retail— Worked on internal Learning and Development projects— Integrated seamlessly with an established group of designers— Adhered to Apple’s strict branding guidelines

Salt Lake City, Utah

— Refined polices and guidelines for the Lead Genius role among three local stores— Led team of 50 technicians — Managed day-to-day customer flow for those seeking technical support

Novi, Michigan

Wixom, Michigan

— Responded quickly and efficiently to customer outages. — Used effective listening and troubleshooting skills to correctly diagnose networking issues. — Consistently performed top of the team in customer satisfaction

Livonia, Michigan

Novi, Michigan

— Responsible for managing inventory at #1 Cadillac dealership in the nation for new car sales.

Westland, Michigan

Unfinished, Computer Science

Associate'S Degree, Web Design

Associate'S Degree, Graphic Design