Micah Sampson Email & Phone Number

Mountain View, California, Us

Mountain View, California, Us

Mountain View, California, Us

Mountain View, California, Us

Led a team of customer experience specialists to eliminate and proactively prevent customer pain points in products and business processes for the developer group responsible for supporting 3rd party applications such as Tsheets, bill.com, Square, American Express, Google, and PayPal.Influenced senior leaders and product managers by bringing the voice of the customer to life with contact data, customer feedback, agent input and process mapping.Acted as a facilitative leader and customer expert on cross-functional projects.

Mountain View, California, Us

Launched breakthrough projects and work, building them to a production and scalable state.- Launched and grew the customer service team for a new product, QuickBooks Self-Employed, in both the US and the UK- Embedded with the product team, designed and implemented customer experience experiments to drive improvement in the process for customers moving from a Desktop to SaaS application- Designed, implemented, and improved the customer service experience for 3rd party apps that connect into the QuickBooks Online ecosystem driving NPS improvement of 40 points- Worked cross-functionally with product teams creating the support experience for our mobile and thin client apps while funneling customer insights to help improve the product

Mountain View, California, Us

Fredericksburg QBO Site Leader responsible for maximizing revenue while managing costs for support and sales teams that handle multi-platform contacts and online chats. Manage the delivery of the Services and Support experience both customer facing resources and resources that enable the infrastructure and product capabilities. - Excellent communication skills- Effectively manage projects: create project plans, expected results and clearly documented individual goals for team members that ensures delivery of those results in a timely, high quality way- Partner with other business units to improve the customer experience- Led 9 managers supporting 150 agents at the Fredericksburg site driving the highest engagement score for my organization

Mountain View, California, Us

As manager, developed my team to become the top team in my business unit based on VOC/NPS survey.- Helped stand up outsourced partners in the Philipphines prior to our peak season- Trained agents globally, at our outsourced partners, on our SaaS product to deliver outstanding customer service to our customers- Provided leadership to our outsource partners during their first "peak" season- Led a cross-functional team to develop and build out "Care as a product" while bringing together support teams across different business units, delivering a better Care experience for our customersCompleted Lean Six Sigma Black Belt Training while launching a new team of over 50 agents in Fredericksburg.

Mountain View, California, Us

Started as a front line agent for QuickBooks Online and quickly proved to be a resource to other agents and managers. Consistently exceeded goals, mentored other agents, and promoted to head the new QuickBooks Online Payroll team in Fredericksburg. Received the Innovate and Improve award for contributions to the organization to streamline and improve the customer and agent experience. Consistently exceed sales goals (200% to goal on average) and Issue Resolution goals. Despite missing three whole months due to hiring date, reached over 105% to goal for sales and received award.

New York, Ny, Us

Was competitively recruited to Merrill Lynch upon the purchase of A.G. Edwards by Wachovia.Earned the CSNA, Certified Special Needs Advisor, designation. Worked with families of special needs children to set up assets in a way to protect government benefits and provide for the child after the families were no longer able to take care of them

Us

Business owner like atmosphere (commission based), responsible for finding my own clients and growing my own revenue base; grew from no revenue to over $125,000 within one year; became a Financial Advisor to challenge myself and try something new, recruited by A. G. Edwards. Worked with school teachers to provide in-class education surrounding the stock market. Series 7 and 66 licensed. Insurance License

Startup call center which grew from 80 seats to 500 seats during my employment; promoted to first management job within 6 months; consistently recognized in the company by CEO and VP, moved to new positions to challenge myself and based on business needs. Managed Outbound telemarketing programs and Inbound Retention/Customer Service programs for divisions throughout the Unites States of Time Warner Cable, Cox Communications, and First Data Corp. Streamlined daily tasks to improve productivity, performance, and profitability for the company, including supervising a group of report agents. Work internally to communicate between operations, human resources, IT, and sales to increase customer retention and satisfaction while resolving issues and putting procedures in place to avoid problems in the future. Develop procedure documents and flow charts (Standard Operating Procedures), training manuals, reports, and client specific application training

International/Global Studies

Education record