Michael Jones, Mba Email & Phone Number

Greater New York City Area

• Developed daily workflows to achieve handle time and in-service time in the high 80s to low 90s while maintaining a post-call survey score of 90+ within the first year, resulting in high-quality customer service.• Increased Text Expander usage within my work group through survey analysis and presentation, improving the efficiency of at least two phone representatives in their daily workflows.• Cultivated and maintained positive relationships with over 150 customers and internal stakeholders, achieving a 95% satisfaction rate through exceptional customer service, operational effectiveness, and procedure adherence.• Developed and implemented creative solutions to customer issues, leveraging both qualitative and quantitative data, resulting in a 25% reduction in problem resolution time and a 20% increase in customer retention• Managed and updated customer records meticulously using Salesforce and Microsoft D365 to prepare detailed reports for each interaction that improved data accuracy by 25% and facilitated more informed decision-making• Supported the onboarding and training of new hires, contributing to a 15% reduction in training time and enhancing new employee performance through comprehensive training and support• Assisted with ad-hoc projects, including the evaluation of new system usage, leading to improved system adoption rates by 15% and more efficient business unit operations

New York City Metropolitan Area

• Located and facilitated customers' purchase of specific items using store inventory or through the company website by collaborating with store management and Patagonia Customer Experience• Streamlined inventory process by partnering with the team to accurately sort and organize products in stock room by style for end-of-fiscal year tabulation• Established and nurtured strong customer relationships, delivering exceptional support and enhancing the in-store shopping experience, which contributed to a 15% increase in customer satisfaction scores• Collaborated with internal stakeholders to ensure the availability of up-to-date information and products, resulting in a 20% improvement in product availability and a more seamless customer experience• Utilized transaction and inventory systems efficiently to address customer service needs, leading to a 25% reduction in service response time and increased operational efficiency• Partnered with local external stakeholders to promote the Patagonia Grantee Program, boosting local community engagement and contributing to a 10% increase in program participation• Supported store projects, including updating inventory levels at key fiscal points, which improved inventory accuracy by 20% and enhanced stock management throughout the year

5800 N. Western Avenue

• Generated over 25% increase in customer referrals for MidFirst Bank through collaborative efforts with bankers and branch management, earning consecutive Referral All-Star awards for quarters 2-4 of 2017• Identified and recommended commercial banking products and services, ensuring customers achieved consistent investment returns, which contributed to a 10% increase in customer portfolio growth• Played a crucial role in customer referral programs across multiple banking centers, helping branches achieve a 15% higher referral rate and outpace all other centers in the state• Assisted banking center management with ad-hoc project analysis, leading to actionable insights and a 15% improvement in project turnaround time• Trained new banking center hires on company policies and best practices, resulting in a 10% reduction in onboarding time and enhanced compliance with operational standards

Oklahoma City, Oklahoma Area

• Delivered 7.5% market outperformance and a 12-year positive return streak for OCU Graduate Investment Team's $100K portfolio by collaborating with six colleagues to select US stocks and ETFs• Managed and executed research projects for the Graduate Investment Team, contributing to a 10% improvement in portfolio performance through meticulous analysis and strategic recommendations• Developed and maintained comprehensive financial models for current and prospective holdings, including Three-Statement, DCF, Market Multiple, and M&A analyses, enhancing investment decision-making accuracy by 20%• Utilized Bloomberg Terminal to analyze key performance indicators such as liquidity and profitability ratios, which supported research projects and led to a 10% increase in the accuracy of portfolio assessments• Drafted and updated detailed reports on portfolio performance metrics, facilitating more informed stakeholder presentations and contributing to a 25% improvement in stakeholder engagement

Master Of Business Administration - Mba, Finance, General, 3.75

Activities and Societies: Member of Graduate Investment Team Graduated Cum Laude

Bachelor Of Arts - Ba, Political Science And Government

Activities and Societies: Phi Gamma Delta