Michael S. Giraldo Email & Phone Number

Philadelphia, Pa, Us

Iselin, New Jersey, Us

• Manage relationships with Ansell’s top 15 strategic enterprise and top 20 mid-market customers within the Acute Medical and Life Science sectors, handling a cumulative Annual Recurring Revenue (ARR) of $294 million.• Manage customer relationships and interactions to ensure a seamless experience, coordinating Quarterly Business Review and Scorecard Review meetings that contribute to a 5% increase in customer spend.• Foster strong partnerships with key stakeholders, facilitating an expansion into private labelling that generates $15.72 million in additional revenue within the first year.• Manage the onboarding process for B2B medical clients and ensured successful implementation and adoption of EDI systems and payments.• Resolve cross-departmental customer issues, such as warehouse, transportation, and accounting errors, through regular internal and client communication, enhancing service quality and responsiveness.• Analyze customer data to identify and implement enhancements in the buying experience, collaborating with sales teams to achieve an 18% increase in upsell revenue.

New York, Ny, Us

• Craft outbound emails to customers regarding required or incorrect information in their accounts; follow up via phone when necessary• Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues, and route feedback• Manage queue of open issues to deliver timely and effective solutions• Communicate bugs and user feedback to our Product team• Help with customer retention and contribute recommendations for improving our product and processes• Perform other related duties as assigned

Irving, Tx, Us

Supervised and trained onboarding and help desk specialists in providing and improving customer service, franchisee support and call handling skills. Mitigated escalated inbound calls and survey responses with equitable solutions. Served as leave coverage for managers, including associate support, decision making and team leadership. Liaised between onboarding of new franchisees, customer support, product and sales to improve business in the Northeast corridor. • Coached and mentored 8 team members for optimal performance and department efficiency leading to a CSAT improvement from start of tenure to end of 91% to 96%, and increasing NPS by 3%• Worked closely with department leads on workforce management, utilizing Tymeshift and Assembled to ensure shift coverage across all teams for optimal customer service. • Provided feedback to the customer experience department on messaging, particularly in client handoffs, to close communication gaps internally and ensure a smooth transition.• Made recommendations on employee reviews (4 promotions) and suggested 6 new hires to 7-Eleven• Assisted in driving sales and profits in Northern NJ area with high volume (ARR of 2M+ per store). Analyzing financial data such as P&L, shortages, and register analysis to identify business opportunities • Provided Stripes (7-Eleven) friendly customer service through one-on-one store interactions, Chat, Phone, or email via Zendesk or Talkdesk ticket assignment system• Built strong, sales-focused teams through training and coaching to develop top-performing team members. Opened 13 stores as a trainer, onboarding entire staff of 12+ for 24/7 service in 6 locations

Irving, Tx, Us

• Facilitated the onboarding of 10-15 new clients monthly, providing comprehensive support in the first 30-60 days; focusing on initial setup, product education, and best practice guidance.• Developed and executed strategies for the implementation of SaaS solutions, enhancing client integration processes.• Conducted weekly presentations, created project plans, and provided progress reports to client's key stakeholders on product rollout and adoption.

New York, Ny, Us

• Client Management: Managed day-to-day calendar of President and CEO; supported day-to-day office administration including 18 direct reports and building relationships with vendors, negotiating contracts and a focus on reducing budget spending year-after-year by 5-8%• Onboarding & Implementation: Trained 46 board members, 38 assistants, and an internal staff of 24 to universally adopt BoardEffect and Salesforce to create, record, transcribe and distribute materials pre- and post- board, committee and staff meetings increasing productivity by 25%. • Leadership: Embraced leadership and logistics role for all board and staff activities including onboarding of 14 staff members; 3 retreats; training of programs like Salesforce & BoardEffect; team building exercises, and 6 national site visits/per year• Retention: Liaison between staff, board members and executive team. Ensured 100% retention and 33% expansion of board from 34 in 2019 to 39 in 2020 and 46 in 2021. Staff retention remained stable through pandemic at 95% and a 15% increase in staff with growth in development department. • Fundraising & Book of Business: Supported fundraising events: 2 Annual Galas (yielding $4.3 million), 3 Women’s Luncheons (yielding $2.1 million), 3 End of Year Appeals (yielding $1.8 million), national and international fundraisers ($200 - $250 thousand/per event). Maintained Salesforce rolodex of over 35,000 donors, sponsors and media outlets. • Onboarding: Achieved a 20% reduction in onboarding time by streamlining and enhancing the New Hire Onboarding program, resulting in a 15% increase in new hire satisfaction, as measured by post-onboarding survey• HR: Collaborated with cross-functional teams, including Talent, IT, and Payroll, achieving a 99% accuracy rate in the completion of employee lifecycle processes and ensuring that employee information in HR systems was up-to-date for error-free bi-weekly payroll processing.

New York, New York, Us

* General administrative support of rabbis: answering phones; scheduling and maintaining 3 complex calendars with full editing rights via Outlook & Google Calendar.* Scheduled and coordinated complex international and domestic travel.* Prepared travel and expense reports; check requests and reconciling monthly credit card reports* Interfaced with members at sensitive points in the lifecycle (birth, marriage, divorce and death) while maintaining confidentiality as we had access to private information. *Maintained and monitored all rabbinic project plans, project schedules, work hours, budgets and expenditures. Ensured deadlines were met. * Assisted with implementation, communication, finances and record keeping for clergy-managed programs; submitted event dates, design floor plans, budget, food and beverage.

Brooklyn, New York, Us

* Generated reports, handled multiple projects simultaneously, and prepared and monitoredinvoices and expense reports for both the CDF and External Affairs Department.* Assisted with special event logistics as needed including Goodwill Corporate, location tours,off-site meetings, staff meetings, promo events, etc.* Coordinated the hiring, supervision and development of 15 staff members in two departments.* Managed incoming requests by prioritizing, researching, and responding to or delegatingresponses as needed, ensured seamless communication between teams with real-time updates.* Created interpretive materials to enable potential donors to understand Goodwill and how they contribute to the achievement of its mission.

* Reviewed and maintained CEO complex calendar, prioritized and arranged meetings, vendor appointments, travel and accommodations for CEO, VIP guests and family members. * Create and maintain databases of all clients and colleagues for future work, managed expense report submissions, process T&E expense reports, approve E-Time for CEO direct reports, etc. * Demonstrated a high level of organization and attention to detail while working on multiple projects simultaneously in various out-of-state and international locations. * Supported private family and children during off hours, nights & weekends; including trips to other homes in Southampton, London and Los Angeles. * Oversaw maintenance and preservation of personal, corporate property in LA, London & NYC.

Us

Worked as the Court Office Assistant to The Commission of Kings County Courts, Nancy P. Sunshine.* Organized, filed, and kept the records and papers of the Court on behalf of Nancy T. Sunshine. * Attended all Senior Staff Meetings, which included taking minutes, updating calendars, compiling and preparing the meeting agenda, tracking on-going agenda items.* Supervised the file maintenance of Chief Justice Directives, Chief Justice Orders, and any Executive filings. * Reviewed, approved and processed invoices daily and submitted them to supervisor for signature and approval to achieve timely payment to all staff and vendors. * Created monthly schedules for staff and interns based on the needs of the court. * Addressed a high volume of inquiries via phone, email and in-person inquiries.

Stony Brook, Ny, Us

* Maintain the HR Department calendar; ensure projects/events are well coordinate with other administrative departments to ensure smooth integration of HR work. * Communicate with representatives from health/dental insurance companies to discuss benefits/claims issues on behalf of the Director. * Perform all daily tasks required for maintaining the health/dental insurance, flexible benefits, legal resources, and employee assistance programs.* Work closely with billing person and payroll supervisor to ensure that levels of coverage for all employees on benefits plan is accurate. * Assists with organizing meetings for the Director’s office; prepares and coordinates agenda, notifies attendees, selects meeting time and place convenient to all parties.

San Francisco, Ca, Us

* Responsible for driving profitable sales growth through all aspects of the store including; customer and product operations, merchandising, and talent development. * Achieved an average of 104% of monthly sales goals, earned top spot of Loyalty Credit Card openings in country for 6 of the 9 months under leadership, customer service scores increased from 82% to 91% during tenure. * Promoted community involvement through Make A Wish round up program, Toy Drives for Christmas in July, and volunteer opportunities at local soup kitchens.

San Francisco, Ca, Us

* Opened and/or closed the store - ensuring that proper store procedures and policies are adhere to consistently when the leadership team is not on duty or unavailable on the sales floor. * Supervised all (18) employees and oversee daily sales, create a positive customer experience, merchandise handling for all online orders and called in customer queries. (Over 50 requests a day).* Addressed all customer situations including, but not limited to, difficult returns, damaged item discounts and fielding all complaints with a solution based mindset.* Ran weekly training sessions for Brand Ambassadors alongside ASM for new items, best performing items, and sales for the week.

San Francisco, Ca, Us

* Consistently treat all customers and employees with respect and contribute to a positive work environment.* Promote loyalty by educating customers about our loyalty programs* Seek out and engage with customers to drive sales and service using suggestive selling.* Enhance customer experience using all omni-channel offerings.* Be accountable to personal goals which contribute to overall store goals and results.* Support sales floor, fitting room, cash wrap, and back of house* Maintain a neat, clean and organized work center.* Handle all customer interactions and potential issues with utmost professionalism.* Execute operational processes effectively and efficiently.