Michael Augusta Email & Phone Number

Kirkland, Wa, Us

Greater Seattle Area

Built and run a dance instruction company specializing in barroom-style honky tonk dancing. Facilitate a monthly group lesson and provide private and group lessons for individuals, corporate events, and weddings.

Integral member of the Client Services Team assisting with all client inbound issues. Troubleshooting and Training clients on system features and functionality. Working with Development to identify and resolve client and system issues. Reporting bugs and feature requests to the Product team. Researching and advising clients on state rules and regulations for each jurisdiction. Building and maintaining new and existing client relationships to expand and retain client base.

Greater Seattle Area

Responsible for all aspects of customer management for newly acquired business unit - from acquisition and retention, to QA and product management, to billing and support.

Greater Seattle Area

Hired to be the "face" of this 5 person start-up cannabis software company. Responsible for customer acquisition and retention, growing customer base 3X in the first year by building and maintaining trusted working relationships with existing and potential customers. My responsibilities also included QA and product management, working with developers to improve UX while adding additional features/functionality. The company was acquired by Treez, Inc. in 2018.

Managed all aspects of partner relationships as well as sourcing, vetting, and on-boarding new partners. Negotiated favorable contract terms including pricing, SLAs, and TATs. Project/Client management of all partner projects ensuring all deliverables were on time and accurate. Worked closely with the sales team to complete RFPs, provide quotes, and act as SME on client calls.

Part of 4 member team responsible for all "Tier 2" production support/escalations. Main focus was dealing with data indexing and search technologies. Worked with developers to create a data culling UI and implement it into existing production system architecture. This included stake holder requirements gathering, documentation, and training staff on data culling syntax and queries.

Part of a 10 member team responsible for all "Tier 1" production support requests. Mentored and trained Production Specialists on advanced troubleshooting techniques. Responsible for testing new production tools before being released to production floor. Main point of contact for Client Services team answering all questions and ensuring that client deliverables were completed accurately and on time. Investigated and resolved data discrepancies and anomalies to ensure accurate processing and data integrity.

Primary support for over 270 client accounts. Resolved client issues timely, efficiently, and with a strong sense of urgency. Worked closely with IT staff to test/trouble-shoot/de-bug new software features/upgrades ensuring end product worked as intended. Worked closely with production staff to ensure quality packing/shipping of accounts requiring special handling. Researched and resolved tax issues dealing with 3rd party tax agencies at both federal and state levels.

Worked with clients to actively recruit, interview, evaluate, and place potential candidates. Responsible for weekly candidate payroll, verifying time cards and working with corporate office to provide accurate and timely payments. Worked with System Administrator to troubleshoot/resolve system issues, also took on the responsibility of office technician correcting printer/fax/copy machine problems. Prospected for new clients both in person and via telephone/email.

Instrumental in building this start-up, payroll outsourcing company into a major competitor in its market. Primary support for over 200 clients accounts, ranging from 1 employee to over 500, with a variety of pay cycles. Worked closely with IT Director to upgrade and streamline the payroll system resulting in time saved and increased productivity. Maintained/updated employee files setting up garnishments, Section 125, 401k, and other deductions as needed. Produced, analyzed, and verified all weekly, monthly, quarterly, and yearly payroll/tax reports. Handled all day-to-day operations in the absence of the Operations Manager.