Mike Buchanan Email & Phone Number

United States

Windsor, Ct

Leads a top performing team of 5 technology support professionals in CT and IL call centers who assist clients via telephone and online chat.The smallest of 3 support teams, is the only group to consistently exceed performance metrics including hold time, % of calls handled, average call back delay, resolve rate and quality checks.Was selected to lead CSR24 support team due to knowledge of the business needs and proven success managing support teams in a call center environment.… Show more Leads a top performing team of 5 technology support professionals in CT and IL call centers who assist clients via telephone and online chat.The smallest of 3 support teams, is the only group to consistently exceed performance metrics including hold time, % of calls handled, average call back delay, resolve rate and quality checks.Was selected to lead CSR24 support team due to knowledge of the business needs and proven success managing support teams in a call center environment. National Account Manager (2011 to 2012)Recruited to manage implementation and training for clients of online insurance technology product. Provided stability to existing client base after merger with a major competitor.Leveraged existing relationships with AMS customers to overcome concerns regarding access to sensitive agency policy data. Prevented mass exodus of clients after merger.Provided web-based training to clients in individual and group settings. Built new customer service team to support existing independent insurance agent client base. Hired and trained new employees to ensure service quality standards. Show less

Simsbury, Ct

Trained independent insurance agents on using the Nexsure automation systems in their accounting and agency operations. Provided implementation and post-activation training.With extensive knowledge in agency operations, provided consulting services to agents helping them automate their back office functions and implement workflow efficiencies.

Tolland, Ct

Helped small business owners to automate their back office operations to increase efficiency and reduce costs. Assisted with development of business plans and creating operational frameworks.Clients included business consultants, marketing firms and independent insurance agents.

Bloomfield, Ct

Oversaw call center operations for provider of online insurance products. Managed the outsourcing relationship with Market USA, ensuring compliance with company service standards. Created a comprehensive training program and personally trained the call enter representatives on the Avaya call center tools, navigating the online system and basic insurance methodologies.Directed the entire corporate CRM initiative leading the design, testing and implementation. Led the company’s… Show more Oversaw call center operations for provider of online insurance products. Managed the outsourcing relationship with Market USA, ensuring compliance with company service standards. Created a comprehensive training program and personally trained the call enter representatives on the Avaya call center tools, navigating the online system and basic insurance methodologies.Directed the entire corporate CRM initiative leading the design, testing and implementation. Led the company’s evolution to a responsive CRM-focused organization.Expertly managed vendor relationships, establishing strategic partnerships with integration and policy administration vendors. Show less

Cromwell, Ct

Oversaw all operations for start-up B2B web design firm and e-commerce solutions provider designed to become a leading portal for online insurance purchasing. Identified market need, designed sales and marketing strategies that increased brand awareness and delivered presentations to venture capitalists to secure funding.Assisted in negotiations for the sale of the web design division, to concentrate efforts on the online insurance portal.

Windsor, Ct

Recruited to lead customer service for insurance automation provider in TX. Within one year, relocated to company headquarters in CT to lead the entire customer service operation.Assumed responsibility for nationwide customer support for 8 distinct software products. Led a team of 200 employees in 5 locations, serving a client base of more than 11,000 customers. Brought all customer service teams together, unified by one vision. Increased employee engagement while improving… Show more Recruited to lead customer service for insurance automation provider in TX. Within one year, relocated to company headquarters in CT to lead the entire customer service operation.Assumed responsibility for nationwide customer support for 8 distinct software products. Led a team of 200 employees in 5 locations, serving a client base of more than 11,000 customers. Brought all customer service teams together, unified by one vision. Increased employee engagement while improving service levels through collaborative management style.Led the strategic integration of 2 support groups, increasing productivity while streamlining staffing needs. Reduced personnel by 15% through workflow improvements.Managed annual budget of $9M, focusing on cost control measures and increased productivity. Increased training revenue by 5% by establishing fee-based customer training.Tripled call efficiency within 1 year through technology and workflow improvements. Increased CSR to agency ratio from 1:8 to 1:21.Implemented an innovative Automatic Call Distribution System and an IVR system that processed 65,000 calls per month. Eliminated the need for receptionists at 4 remote locations.Reduced call volume and increased customer satisfaction with the implementation of an Internal Help Desk. Show less