Michael Critzer Email & Phone Number

Grand Rapids, Mi, Us

Grand Rapids, Mi, Us

Toronto, Ontario, Ca

Developed a net new custom subscription billing solution to support complex billing requirements including quantity-driven discounted pricing, usage billing, split billing, and ability to support annual CPI increases based on customer and product.Improved customer experience and contributed to corporate brand unification objective by designing and developing customized Advanced PDF/HTML templates for customer facing transactions, leveraging HTML/CSS and FreeMarker. Significantly decreased product to market initiatives for loyalty program / advantage-based products by designing and developing a scalable rule-based advantage product tracking solution for advantage products a customer is subscribed to, allowing benefit changes to be automatically integrated over to our application database.Replaced fully manual small balance write-off process with automated solution to automatically write-off partially paid invoices with remaining small balance, with optional auto-approve settings.

Toronto, Ontario, Ca

Standardized Application Team system documentation for NetSuite customizations and cut documentation time by 30% by overhauling the team confluence documentation space for NetSuite Account System Documentation by leveraging templates, page report macros, create-from template button macros, and various other macro types.Increased system flexibility to deliver personalized customer communications with an automated dynamic document rendering and e-delivery custom solution that leverages custom objects, multiple SuiteScripts & Workflows, and configurable HTML/CSS/FreeMarker document templates.Enhanced user experience / ease-of-use through the creation of user documentation for new and existing custom solutions and hosting knowledge transfer and user training sessions.Collected, documented and analyzed business processes as part of enhancement request scopingProvided feedback and recommendations to better-align existing processes with best practices and presented alongside technical solution options.

Toronto, Ontario, Ca

Handled request intake queue and was responsible for working with requesters to gain additional information regarding requests for system enhancements before triaging to appropriate queue to be assigned.Managed user’s system access requests for onboarding, permission set changes, and updating user profiles.Supported change-management processes by handling communications to business stakeholders.Providing support and training for new interns and created end-user training for business partners.

Grand Rapids, Mi, Us

Worked with Product Managers to get new merchandise on web and update existing products on web to reflect new revisionsAssisted with transition to a new website content management system for two of the company's brand sites and handled website product Reviews and Q&A sectionImported and configured new and upcoming promotions on the website from the marketing team

Grand Rapids, Michigan, Us

Merchandise new and existing product in accordance with corporate standards and making changes when necessaryProvide direction and assign department areas to team membersDevise solutions and create incentives to get discontinued product off the sales floor

Grand Rapids, Michigan, Us

Strategize and reallocate resources to support and meet needs of the various business areasProvide coaching and support to team members to develop them into their current role and prepare them for new opportunitiesInterview potential candidates for employment opportunities within my departmentInvestigate and resolve customer concerns and issues regarding service, sales, and store conditions

Dublin, County Dublin, Ie

Located and analyzed outdated PowerPoint eLearning modules, contacted training owners to validate training courses to establish relevance, worked with SMEs to update any outdated content within the eLearning coursesUsed Articulate Storyline to convert the PowerPoint eLearning courses, update the design/appearance of the courses, create interactive slides, and scored quizzesTested updated content on SCORM Cloud and uploaded to SAP SuccessFactorsTracked project progress and published monthly updates for management meetingsInvestigated and diagnosed issues within the system, quality checked employee training records to ensure adherence to FDA guidelines and recorded the event within the system

Salt Lake City, Ut, Us

Provided exceptional customer service to clients with order processing, account inquiries, and product troubleshooting – including offering product solutionsAchieved a 100% customer satisfaction score for first month of employment and retained at or above a 90% satisfaction score for remaining duration of employmentIndependently provided quick commendable solutions for situations in which there was no standardized solution or procedure to follow

Columbus, Ohio, Us

Handled a wide range of office and sales support tasks including filing paperwork, running daily reports, and assisting managers with establishing store-wide promotional eventsProcessed customer credit applications and facilitated communication between creditors and customersCollaborated with various stores to secure items for customer orders and guarantee delivery of goodsVoluntarily produced a new office training manual to aid and support new office personnel

Three Oaks, Michigan, Us

Acted as a representative of the distillery, answering customer calls providing information of the amenities, taking table reservations, distillery tour bookings, in addition to directing customers to the event center coordinator for venue options and availabilityProvided detailed product information about our different spirits, including seasonal spirits and making customer recommendations

Responsible for preparing and expediting customer orders as the kitchen finished each dish, ensuring presentation was proper and food safety guidelines were followed in preparation and handlingOrganized reservations while simultaneously maintaining a strong channel of communication between wait staff and managers to ensure quality service would continue to be provided to guests

Developed and cultivated positive relationships with customer base by providing exceptional service through appropriate personal conversations with our customers and delivering quality beverages promptly

Bachelor'S Degree, Computer/Information Technology Administration And Management

Non-Degree, Computer/Information Technology Administration And Management

Associate Of Science (A.S.), Business Administration And Management, General

Education record