Michael Gaffney Email & Phone Number

Illinois, United States

Improve operational efficiencies to build partner and customer relationships. In addition, drive profitable revenue growth through operational management of assigned sales district(s).Essential Functions:•Develop trusted partnerships with assigned Sales Manager(s) to provide operational delivery support.•Develop collaborative teaming relationships with internal CDW departments to resolve order issues (e.g. dropship emergencies, backorder management, bid escalation, etc.)•Assess and determine impact of decisions related to negative gross margin orders, freight/price adjustment, or product return to ensure profitability and customer satisfaction.•Provide strategic resolution to escalated customer service issues•Proactively seek data and provide actionable intelligence to Sales Manager to grow revenue.•Review month end backorder reports and strategize with Account Managers to determine correct course of action to close deals and ensure business stays with CDW.•Accountable for resolving Account Manager commission miscalculations.•Partner with Sales Manager to create solutions if utilization of sales programs is low and execute to demonstrate profitability.•Strategize with Sales Managers to build partner and customer relationships to generate business opportunities.•Assess account assignments to determine areas of potential risk and partner with Sales Manager to propose solutions.•Partnering with Account Managers and the contract editor team to set strategic pricing structures for customers.•Partner with Sales Manager to ensure Account Managers are being profitable and demonstrating good decision making skills by providing just in time/real time coaching to Account Managers.•Analyze and determine skill gaps among the Account Managers. Create just in time training to ensure profitability.•Collaborate with partners not included in territory plans and Account Managers to drive growth and profitability in those categories.

Vernon Hills, Il

Quality Analyst and New Hire Onboarding Specialist - May 2015 - presentPerform regular scoring of coworkers' interactions with customer through Calls, Emails, EChats, Cases, Incidents, Return Requests and Sales calls.Work with the management team of customer facing departments to help ensure internal and external quality standards are met. Analyze information and provide feedback to respective management so that skill gaps can be recognized and corrected. Ensures external quality is addressed by responding to customer letters and tracking these issues to maximize opportunity for customer win-back and retention. Drive quality standards so that CDW is seen as the Industry Leader in Customer Service. Respond and track all customer complaints including, but not limited to, letters, surveys, social media complaints, transactional and customer loyalty surveys. Department on-boarding, coaching and continuing education.Deliver summary of feedback, communicate progress and resolutions, and analyze quality trends and deliver feedback to any assigned management teams.Assist coworkers and management as needed or in periods of high volume.Successfully participated in the CDW Emerging Leaders Program and achieved special recognition as a Team MVPAssumed Trainer Role in 2016 and as part of that role:Continually develop manuals, training materials and curriculum for on-boarding of new hiresCoaching, cross-training and continued education of current coworkers.Facilitate a 3-6 month onboarding process for new hiresFacilitate a 1-2 month training program for cross-training within the Customer Relations Department

Kenosha, Wi

Customer Solutions Representative - May 2013 - May 2015Interact with customers daily via phone, email and Cases to assess and resolve issues they may have with their orders and accounts by:Receiving and resolving incoming calls and e-mails directly from customers regarding:Requests for return of merchandiseDamage or lost shipping claimsOrder statusBilling or accounts receivable requestsRescheduling pick up of returnsTaking ownership of Customer Service Case requests to resolve customer issuesFollow up with customers regarding issues that cannot be resolved on first callCommunicating with customers and account managers regarding situations that arise via e-mail, phone and web chat. Handling escalated customer issues when necessaryWorking with team to manage daily workflow so that all inquiries are responded to by close of business

* Act as Central Vault for the entire organization with duties including:- Coordinate the ordering and shipping of currency for 40+ branches over multiple regions- Coordinate the ordering, distribution, and inventory auditing of various monetary instruments for theorganization- Act as liaison between Federal financial agencies, Armored Car companies, and the company- Monitor and maintain proper Federally mandated cash levels for all branches particularly on a locallevel, ATMs, and Armored Car service* Maintain records and logs to meet Federal Regulations* Create various company-wide Excel spreadsheets to facilitate ordering/shipping procedures and otherauditing programs* Fulfill many large commercial clients' currency needs as well as performing high volume and high dollartransactions on a daily basis* Maintain communication with several larger commercial clients regarding their accounts* Coordinate and monitor cash supplies for large public events for several larger commercial clients* Created and maintained several record logs for various monetary instruments* Created a procedural manual for the position in the event of absences

* Interact with customers on a daily basis to determine and fulfill their banking needs* Handle different modes of financial transactions to facilitate customers' needs* Provide a minimum of 72 referrals per year to personal bankers and business partners* Responsible for scheduled balancing/auditing of fellow tellers, vaults, and ATMs* Run and verify various reports to stay within regulations for money orders, cashier's checks, andtraveler's cheques as well as other bank and federal requirements* As Vault Teller, ensure branch has adequate funds on hand for customer's needs as well as organizingand maintaining the Vault area. In addition, ensuring the vault balances daily is one of the highestpriorities.* Perform opening and closing duties* Responsible for the scheduling of branch personnel* Monitor the performance of tellers both in customer service and in daily operations* Delegate tasks and duties to other tellers* Reorganization of various work areas to improve efficiency and use of workspace

* Interact with customers on a daily basis to help determine their banking needs* Provide a minimum of 3 referrals per day to personal bankers* Responsible for scheduled auditing of fellow tellers, vaults, and ATMs* Run and verify various reports to stay within regulations for money orders, cashier's checks, andtraveler's cheques as well as other Bank of America requirements* Ensure branch has adequate funds on hand for customer's needs* Perform opening and closing duties* Delegate tasks and duties to other tellers* Assist in scheduling of tellers* Monitor the performance of tellers both in customer service and in daily operations

* Interacted with customers on a daily basis to determine and fulfill their shipping needs* Possessed the ability to adapt to regularly changing and varying routes and schedules* Possessed the ability to meet strict time restrictions both while delivering and picking up freight* Handled different modes of financial transactions to facilitate customers' needs

* Interacted with customers to gather information and determine their specific needs* Tailored sales techniques to adjust to differences in customer needs and personalities* Provided solutions to suit customers' needs and possessed a strong ability to close sales* Regularly met daily/monthly sales goals for department* Organized and distributed materials for sale

Supervisor of 40+ personnel on a highly detail oriented, high stress, deadline heavy flightline.

* UH-1N/AH-1W Helicopter Crew Chief/Head Mechanic * Responsible for the instruction and supervision of 50+ personnel * Performed intricate inspections and maintenance of multi-million dollar aircraft * Performed testing procedures on aircraft and analyzed results

* Reviewed MSDS and Hazardous Materials Communication programs and developed and implementedupdated versions of both programs to bring company within Federal compliance guidelines* Followed proper security procedures and policies to ensure the safety and security of employees* Monitored and set security, burglary and fire alarm systems and card access systems* Assisted in the training of employees regarding security and safety procedures* Responsible for touring the facilities to inspect and ensure that all systems operational