Mike Russell Email and Phone Number
Scottsdale, AZ, US
Mike Russell's Location
Scottsdale, Arizona, United States, United States
Mike Russell's Contact Details
Mike Russell work email
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Mike Russell personal email
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Mike Russell phone numbers
About Mike Russell
As the Vice President of 365 Pronto, acquired by Enphase Enphase Energy, I lead the Enphase O&M Marketplace, powered by the 365 Pronto platform, which connects solar and energy storage system owners with qualified field technicians. I have over 15 years of experience in Executive Leadership, operations, customer retention, new customer acquisition, and service delivery.My mission is to improve customer relations, satisfaction, retention, and profitability by exceeding expectations and partnering on new initiatives. I drive productivity by combining data, experience, and listening to others, establishing, and sharing attainable goals, plans, metrics, and KPIs, and assigning the right people to create cost-effective teams that solve problems, reduce costs, maintain quality, and add value for clients. I build trust by leading by example, building long-term relationships within the company, among customers, and with suppliers, delivering on commitments, and being available and supportive. I follow personal principles of introducing myself to people and learning something about them, congratulating them on their accomplishments and promotions, coaching up or out, and winning and losing as a team.
Mike Russell's Current Company Details
365 Pronto, Inc
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Vice President Operations
Scottsdale, AZ, US
- Website:
- 365pronto.com
- Employees:
- 2
Mike Russell Work Experience Details
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Vice President Operations365 Pronto, IncScottsdale, Az, Us
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Manager, Customer Success OperationsTradetrax, Inc. Dec 2023 - Present -
Board MemberMilitary Assistance Mission Jul 2017 - PresentPhoenix, Arizona, UsOur Mission:To provide financial and morale aidto our current Arizona active duty military, their families,and wounded warriors regardless of overseas deployment status. Our Vision:Through generous and widespread public supportand collaborative team of exceptional staff and volunteers,we aspire to become the provider of choice foremergency financial and morale assistance to thefamilies of our service members and wounded warriors in Arizona. -
Sr. Manager, OperationsEnphase Energy Dec 2021 - Oct 2023Fremont, California, Us365 Pronto joined Enphase Energy in December 2021. We are now the Enphase O&M Marketplace, powered by 365 Pronto platform. -
Vice President Operations365 Pronto, Inc Jun 2021 - Dec 2021Scottsdale, Arizona, Us
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Vice President Of OperationsRui Management Services Jun 2018 - Jun 2021Melville, New York, UsResponsible for strategic initiatives, collaborating with the business and our clients to deliver data/speech analytics and a seamless omnichannel experience.With our integrated platform of people, process and technology, we have been providing professional outsourcing services for over 32 years. From generating sales and launching new initiatives to organizing orders and managing accounts receivable, we take a customer-centric approach that improves the customer experience — and your bottom line. -
Vice President Client RelationsVixxo Nov 2015 - Jun 2018Scottsdale, Arizona, UsA $670 million, 800 staff provider of technology-enabled asset management and integrated facility management services.Manage profit and loss of a $30 million account with 50 associates across the US providing 24 / 7 / 365 facility maintenance and repair services for 1,500 stores in the US and Canada. Established strong relationships at the c-suite level and throughout the field and sales organizations. ➢ 18% reduction in open calls observed by collaborating with the team leads and implementing a new report proactively monitoring SLA’s and highlighting calls / issues prior to becoming non-compliant. ➢ Positioned company to decrease direct expense to less than 10% of revenue by applying a stack-ranking analysis of employees, identifying key players for retention and future development.➢ Spearheaded customer satisfaction improvement by installing a field based, customer advocate support team that handled escalations and suggested program enhancements. -
Vice President Service Provider ManagementVixxo 2014 - 2015Scottsdale, Arizona, UsKey contributor to merging FM Facilities Maintenance and First Service Networks to Vixxo. Restructured 20 staff across the US and Canada and a group of 17 technical experts responsible for 14,000 service providers generating more than $595 million in billings. ➢ $1.1 million increase in supplier fees and a 13% supplier utilization improvement realized by co-locating team members responsible for hiring and account teams using the suppliers.➢ 100% of account margin objectives achieved by assigning dedicated subject matter experts with technical expertise to work with account leaders on projects, optimizing workforce management and tightening cost control.➢ 19% increase in sustained utilization generated by developing internal campaigns and staff awards for embracing the adoption of the real-time mobile application.
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Vice President TransitionsVixxo 2013 - 2014Scottsdale, Arizona, UsGuided the staffing, training and launching of eleven service centers and more than 300 employees. Executed an audit to assess the implementation of the support model’s core concepts within each service center.➢ $650 million in revenue transitioned to eleven US and Canada service centers with 100% customer retention by migrating from a centralized to a de-centralized call center model in 15 months.➢ Strengthened corporate integration performance by establishing workforce efficiency and staffing baselines, identifying roles and touch points, analyzing accounts / client requirements and applying evaluation metrics.➢ Mitigated risk of staff turnover impact on customer satisfaction as part of launching a new customer by incorporating a 15% over-hiring expense associated with implementation costs in the account P&L.
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Division PresidentFirst Service Networks 2009 - 2013Scottsdale, Arizona, UsA $65 million facilities management company supporting multi-site retailers across the US and Canada. Promoted through four executive positions, below.Led the division and account team that evolved into an incubator for new business verticals, pricing models and approaches to the industry. Increased revenue to $14 million and gained 6.4% EBITDA accounting for approximately 25% of the firm’s annual revenue and profitability. ➢ $350,000 cash flow and working capital improvement produced by assigning a metric for delinquent invoices and focusing the operations teams on collecting invoices from providers.➢ 14% margin attained in a new vertical market through the design, development and implementation of a new pricing model supported by clear communication of expectations across the sales team.➢ 13.5% in expenses saved by introducing alternate suppliers and competition into the service delivery model reducing volume and ultimately replacing suppliers with established client relationships. -
Vice President OperationsFirst Service Networks 2007 - 2009Scottsdale, Arizona, UsBuilt a team of 13 across the country to add suppliers to the network. Developed a sales training program addressing the value of paying the fee and emphasizing a team understanding of the supplier business model. Managed field auditors and the data integrity department. ➢ $500,000 in first three quarters saved by establishing a discount structure by leveraging equipment data from the national client portfolio while approaching top manufacturers for maximum discounts on equipment and parts.➢ 73% overhead expense reduction realized by guiding implementation of web based invoicing with online dispute resolution that also eliminated the need for mailing and processing invoices in a central location.➢ 15% network capacity expansion achieved that increased competitive bidding for larger jobs by establishing an equipment-purchasing program and enabling providers with limited credit participation in the network.
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Account ExecutiveFirst Service Networks 2005 - 2007Scottsdale, Arizona, UsAdministered $15 million in revenue and directed 25 employees providing phone support in a call center environment. Established relationships with existing accounts and trained the suppliers. ➢ 15%+ improvement in customer satisfaction noted by defining unfriendly customer call dispositions and developing an hourly report to manage all open calls to a friendly status or to an action plan.➢ Two-day time reduction to resolve open issues attained by developing a program to enhance team lead groups to create accountability and gain familiarity with the suppliers / customers with customized reporting and monitoring.
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Senior Director Application DevelopmentFirst Service Networks 2001 - 2005Scottsdale, Arizona, UsInitially hired to lead the software development of this startup and within a year led the information technology department including software development, infrastructure, telecommunications and the help desk. ➢ $15 million in funding secured to avoid business closure by developing a 12-month software development plan and associated business improvements demonstrating the foundation for reducing operating expenses.➢ $5 million in revenue recovered by reconciling supplier AR statements and producing related customer billings.➢ Eliminated virtually all risk in deploying new supplier pricing requirements by creating an alternative billing module that supported suppliers invoicing during adoption and transition. ➢ $1.5 million savings in material cost for largest client in the first year after development and implementation of patented web-based data collection, billing and negotiating tool.
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Manager, Crm SolutionsRwd Technologies (Acquired By Gp Strategies Corporation) 1999 - 2001Columbia, Md, UsRWD was a leading provider of human and operational performance improvement solutions. It was acquired by global performance improvement solutions provider GP Strategies.As a consultant, I managed the entire process for CRM packages (processes and software) from sales, implementation, to support. Working with small companies, I helped them measure and track their sales process from marketing to contract execution. Forming close-knit relationships with my clients, I was not only their point of contact for CRM, but a strategist for defining best practices and process improvement.Throughout my time with RWD, I handled domestic and international implementations that ranged from eight weeks to eight months. -
Multiple PositionsGroup1 Software (Acquired By Pitney Bowes) May 1990 - Oct 1999Stamford, Ct, UsGroup 1 was an industry leader in software that enhanced mailing efficiency, data quality and customer communications. It was acquired by global technology company Pitney Bowes.Across numerous positions, I drove software QA initiatives as well as provided leadership of emerging technologies. Later, I took on a consulting role as I worked closely with Fortune 500 companies to implement the software into their business model. By developing an understanding of the market that they were focus on, I optimized the price for the market and implemented a proven solution that delivered results.
Mike Russell Skills
Team Building
Account Management
Leadership
Operations Management
Cross Functional Team Leadership
Crm
Management
Executive Management
Strategic Planning
Contract Negotiation
Process Improvement
Vendor Management
Strategic Partnerships
Professional Services
P&l Management
Business Development
Strategy
Business Process Improvement
Budgets
Forecasting
Product Management
Budgeting
Customer Relationship Management
Program Management
Start Ups
Mike Russell Education Details
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University Of DaytonManagement Information Systems / Minor Computer Science
Frequently Asked Questions about Mike Russell
What company does Mike Russell work for?
Mike Russell works for 365 Pronto, Inc
What is Mike Russell's role at the current company?
Mike Russell's current role is Vice President Operations.
What is Mike Russell's email address?
Mike Russell's email address is mr****@****rks.com
What is Mike Russell's direct phone number?
Mike Russell's direct phone number is +144398*****
What schools did Mike Russell attend?
Mike Russell attended University Of Dayton.
What skills is Mike Russell known for?
Mike Russell has skills like Team Building, Account Management, Leadership, Operations Management, Cross Functional Team Leadership, Crm, Management, Executive Management, Strategic Planning, Contract Negotiation, Process Improvement, Vendor Management.
Who are Mike Russell's colleagues?
Mike Russell's colleagues are Jessica Tonn.
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