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.
• 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

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

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