Michael B. Lehlbach

Michael B. Lehlbach Email and Phone Number

Operations and Sales Analyst / Workforce Manager / Business Intelligence @ MHA Systems Inc.
parshall, north dakota, united states
Michael B. Lehlbach's Location
Chandler, Arizona, United States, United States
About Michael B. Lehlbach

Strategic Professional | WFO | Customer Service Management | Sales | IT Leadership | AI ImplementationWith 20 years of experience in customer experience management, over 15 years in sales, customer service, and operational data analysis and mining, and 10+ years in IT and workforce optimization (WFO) leadership, I bring a wealth of knowledge across multiple domains. Currently, I work as a WFO analyst/manager in the financial sector, leveraging Five9 for multichannel WFO and quality assurance. I also use DOMO to integrate and analyze data, driving insights that enhance operational efficiency. I have a direct communication style, effectively conveying both high-level and granular details to diverse teams. I achieve this through operational analysis, data storytelling, and creative dashboard reporting, utilizing intuitive graphs and various visualization tools.For recruiters: Throughout my career, I’ve held several positions, each offering unique opportunities to grow and adapt. The fast-paced nature of the job market has allowed me to quickly learn new skills, and my drive to excel ensures that I consistently deliver results in every role. I’m passionate about continuous learning and thrive in environments where growth and advancement are prioritized.Key Skills and Experience:• Process Development and Optimization• Data Mining, Analysis, and Interpretation/Storytelling• WFO Tactical Forecasting, Intraday Management, and Behavioral Shrinkage Analysis• Data Protocol, Architecture, ETL Workflow, and Dataset Automation • MS Excel: aggregated formulas, pivot tables, concat, conditional formatting, etc.• DOMO: Connect Data, data set/flow, ETL and SQL code, card visualizations, beastmode, etc.• Five9: IVR flow, WFO Supervisor Plus/Admin, Scheduling/Intraday, etc.• Advanced User Interface Friendly Excel Dashboards and Reporting• Strategic Workforce and Sales Analysis• Software and Vendor Onboarding, Integrations, and Migrations• Knowledge Management Administration• Quality Management Improvement• AI User-Facing Onboarding and Data Analysis• HR Policies and Procedures

Michael B. Lehlbach's Current Company Details
MHA Systems Inc.

Mha Systems Inc.

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Operations and Sales Analyst / Workforce Manager / Business Intelligence
parshall, north dakota, united states
Website:
mpasystems.com.au
Employees:
6
Michael B. Lehlbach Work Experience Details
  • Mha Systems Inc.
    Operations Analyst
    Mha Systems Inc. Jun 2023 - Present
    Greater Phoenix Area
    Workforce Analyst/Manager, Business Intelligence, and Strategic Operations Analyst proficient in utilizing the DOMO data visualization platform and Five9 Contact Center Services for managing blended (inbound/outbound) call centers across multichannel and omnichannel communications (voice, chat, email, SMS, voicemail).Conceptualizes, architects, and manages KPI dashboard reporting using DOMO's data integration, transformation (ETL/Beast Mode/Integrated ChatGPT), and visualization tools, providing users with access to real-time data.Develops advanced, ad-hoc Excel dashboards leveraging pivot tables, complex formulas, conditional formatting, and VBA macros to create interactive visualizations. Uses a range of Excel features—including charts, tables, graphs, and slicers to present data-driven insights and enable dynamic, user-controlled analysis.Co-administers DOMO platform as part of a two-person team, overseeing 700 million data rows, 200 datasets, 100 data flows, 850 cards, and 45 pages to support comprehensive operational comparisons, analysis, and reporting. Utilizes DOMO to automate and centralize 95% of employee details, sales, marketing, lead management, orders, financials, and call center reporting from various CRMs, including workforce operation reporting from Five9.Converts Excel-based dashboards to DOMO dashboards/cards, streamlining data aggregation from multiple sources, extensively reducing reporting time, and improving data accuracy for strategic decision-making.Primary Five9 Administrator managing user profiles, IVRs, skilling, call lists, campaign profiles, prompts, call variables, agent reason codes, report building for data sets, etc.Creates, builds, and manages agent schedules, reviews headcount/staffing levels, and assists operations leadership in workforce and capacity planning.
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  • Ebay Sales / Mick'S Tech Support
    Founder
    Ebay Sales / Mick'S Tech Support Jun 2009 - Present
    Chandler, Arizona, United States
    2022 - PresentOperates a self-employed, Top-Rated eBay store focused on sourcing and selling tech and collectible items. Uses market trends, sales data analysis, and seasonal insights to inform buying decisions and drive sales. Skilled in price negotiation to optimize profitability.2019 - PresentConducts stock and cryptocurrency analysis, managing a diversified portfolio across small to large-cap stocks and cryptocurrencies, both domestic and international. Emphasizes strategic asset allocation and market trends to maximize returns.2009 - 2015Launched Mick's Tech Support, a weekend business catering to clients needing computer and network support. Addressed technical issues including software installations, updates, and connectivity troubleshooting, building a loyal local customer base with minimal operational expenses.
  • Arcsmart Solutions
    Technical Support Specialist
    Arcsmart Solutions Dec 2022 - Aug 2023
    Provided expert technical and installation support for Local Area Networks (LAN), Wide Area Networks (WAN), Voice over IP (VoIP), Network Wi-Fi, and other systems.Troubleshot issues across diverse operating systems and network hardware (modem/router/switch/end-user devices) using tools such as Ping, IPSec, Gateway Detect, ARP tables, etc. Updated documentation and records, instructed field team members, collaborated with customer helpdesks, and liaised with network access providers to resolve tickets efficiently.
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  • Dmd Systems Recovery Inc
    E-Commerce Sales
    Dmd Systems Recovery Inc Oct 2021 - Nov 2022
    Tempe, Az
    Managed IT Asset Disposition (ITAD) support, ensuring accurate preparation, listing, and transaction of IT and other assets through appropriate E-commerce channels.Oversaw and maintained E-commerce stores on platforms including Amazon, Back Market, and eBay.Staged products for online listings, including photography, writing descriptions, and calculating market prices.Enhanced sales through market trend analysis, addressing IT demands, and cultivating business relationships. Collaborated closely with the wholesale sales team to review market costs, monitor sales activity, and analyze inventory.
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  • Republic Services
    Residential And Business Inside Sales
    Republic Services Nov 2019 - Dec 2020
    Chandler, Arizona, United States
    Selling Residential and Commercial Trash Services.
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  • Gold Canyon International, Llc
    Senior Sales / Enablement Analyst
    Gold Canyon International, Llc Oct 2018 - Nov 2020
    Chandler, Arizona Area
    Monitored key sales metrics, business risks, and opportunities to forecast future sales trends.Generated weekly and monthly statistical forecast reports based on sales history, market trends, and promotions to support marketing decisions.Developed recommendations for improving sales operations, marketing strategies, and manufacturing efficiencies to achieve monthly and annual sales targets.Collaborated with sales, marketing, and recognition teams to create and deliver reports and dashboards for optimizing sales processes.Partnered with senior leadership to identify and pursue new business opportunities.
  • Conduent
    Health And Welfare, Defined Contributions, Defined Benefits Team Manager
    Conduent Sep 2015 - Mar 2018
    Tempe, Az
    Team Management: Conducted interviews, onboarding, and staffing for all team members and management staff. Set and met performance-based targets for efficiency and quality.Training and Development: Designed and maintained an annual training calendar to address projected attrition, new client implementations, and client-specific open enrollment requirements.Data-Driven Decision Making: Utilized workforce and intraday statistics from Avaya CMS R18/IEX 6.4 to make informed decisions considering business needs, team dynamics, and schedules.Client Management: Maintained balanced staffing for 13 Health and Welfare Defined Benefits/Contributions clients, consistently exceeding contractual requirements. Managed clients such as Adobe, Dynegy, Cushman Wakefield (HW), Benefit Wallet (HSA), and Boeing (DB/DC).Workforce Analysis: Oversaw client workforce analysis, staffing, and headcount management.Open Enrollment Oversight: Managed multiple open enrollment clients, coordinating complete workflow with clients, project management, and learning and development teams.Performance Monitoring: Monitored and coached to standards and metrics/KPIs, adhering to HIPAA compliance. Continuously improved call center/agent productivity and performance.Compliance and Legal: Ensured adherence to company policies, state and federal laws, including FMLA, ADAAA, and Unemployment Insurance regulations.Data Management and Reporting: Developed and maintained current and historical employee data in MS Excel dashboards (using lookups, pivots, and conditional formatting) for high-level KPI views (Phone/Agent/Survey/Shrink) for site VPs, Directors, and other business teams.
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  • Waste Management
    Operations Analyst
    Waste Management Jun 2014 - Feb 2015
    Phoenix, Arizona Area
    Overall responsibility for the Call Center’s reporting and analytics, driving continual improvements and efficiencies to deliver superior customer service and maintaining contractual SLA's.Analyze and identify performance improvement opportunities across center including agent performance variation to drive overall efficiency and effectiveness using MS Excel build dashboard.Review Daily/Weekly call forecasting, monitored 6 MU and 12 BU’s totaling approximately 100 phone queues, review agent skills and queues changes due to business needs. Building Partnerships by identifying opportunities and taking action to build strategic relationships between teams, departments, units or organizations to achieve business goals and needs.Ability to identify and understand issues, problems, and opportunities; comparing data from different sources to draw conclusions resulting in achieving high impact communication to various leadership teams.
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  • Connextions
    Manager / Trainer - Pharmacy Benefits At Connextions
    Connextions Oct 2013 - Apr 2014
    Phoenix, Arizona Area
    Educates, motivates, and provides leadership to all assigned representatives to achieve internal and external key performance indicators (KPIs).Manages staffing, recruitment, and performance targets for efficiency and quality within the team.Records and analyzes center statistics, user rates, and performance levels, preparing detailed reports for strategic decision-making.Conducts interviews, assesses candidates, and makes hiring decisions to build and maintain a high-performing team.Forecasts and analyzes data against budget figures on a weekly and monthly basis to ensure alignment with organizational goals.
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  • Educational Management Company
    Admissions Representative
    Educational Management Company Jul 2013 - Oct 2013
    Chandler, Az
    Assists students/parents both dependent and independent in filling out educational applications, Free Application for Federal Student Aid (FAFSA), Entrance Counseling and Master Promissory Note(s). Ensures that student completed all required forms both Academic and Financial for acceptance and admittance to South University. Walks student to class and assists student complete first class by tracking participation, online interaction, and time management of due assignments. Introduces student to Financial Aid advisor and Academic advisor for successful degree achievement.
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  • Apollo Group
    Technical Support Analyst
    Apollo Group Dec 2009 - Jul 2013
    Phoenix, Arizona Area
    Knowledge Centered Support (KCS) Coach and Knowledge Base administration, introduced and improved agent KCS usage, contribution rates, and Salesforce.com tool usage.Responded to high levels of customer service contacts; telephone, email, chat, and troubleshoots PC, server, mainframe applications and/or hardware problems or issues through discussion with end users. Creates and tracks service tickets to be assigned for problem resolution.Assisted Enrollment and Financial Advisors with internal tools to assist students in completing online registration and financial information.Addressed and resolved complex user issues or problems that require a moderate to high level of technical expertise. Simulate and/or recreate problems to resolve operating difficulties.Prepared progress reports on work performed to ensure daily activity is captured correctly for historical purposes, track customer service levels, and technical issues were resolved according to customer expectations.Maintained and increased professional and technical knowledge by attending workshops, reviewing professional publications, and establishing professional interdepartmental networks.
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  • Skymall Inc.
    Vendor Accounting Specialist
    Skymall Inc. Dec 2008 - Jan 2010
    Phoenix, Arizona Area
    Managed vendor associates in excess of 250 companiesCreated functional accounts receivable billing system designed with chief finance officer for Capital One Financial Corporation, collecting over $1.3 Million monthly for products/services rendered.Process, reconcile and submit weekly summaries of activity to vendors in excess of $150 Thousand monthly.Data entry and input into EPICOR, Hyperion, ADP, Oracle, and Brio financial and database systems.Business to Business (B2B) and individual customer account collections, charge backs working with account payable applications, and declined credit card customers via phone, email, and letter notification able to recover 85% of 90 day outstanding debt quarterly.Generate monthly reports summarizing vendor and partner activities and analytical data research
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  • Skymall Inc.
    Contact Center Manager
    Skymall Inc. Aug 2005 - Nov 2008
    Phoenix, Arizona Area
    Agent Development and Revenue Growth: Spearheaded agent development initiatives, achieving month over month growth in sales revenue.Leadership: Managed a team of 5 supervisors and 80 representatives in a 24/7/365 operational environment.Human Resources and Workforce Management: Oversaw HR procedures, recruitment, and business analysis to create and maintain employee schedules using workforce management tools.Business Process Improvement: Transitioned to a 100% paperless workspace by developing the first knowledge base system for the customer contact center.Operational Excellence: Consistently exceeded quarterly operational goals and service contract requirements, while developing and enhancing agent key performance indicators (KPIs).Service Level Agreement (SLA) Management: Maintained an 80% calls answered within 20 seconds SLA (80/20).eCRM Program Supervision: Supervised the intranet and cloud-based eCRM program to address vendor escalations and customer inquiries, leveraging interdepartmental knowledge and resources.Cost Optimization: Achieved a 10%-15% daily reduction in workforce costs through effective use of workforce management systems, including IEX, AVAYA, GMT, and Hyperion.
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Michael B. Lehlbach Skills

Technical Support Customer Service Training Call Centers Data Entry Microsoft Office Leadership Accounts Receivable Employee Training Data Analysis Troubleshooting Account Reconciliation Team Leadership Business Process Improvement Database Administration Vendor Management Integration Knowledge Management Windows Salesforce.com Business Analysis Account Management Linux Technical Writing Business Process Key Performance Indicators Oracle Applications Talent Acquisition Relationship Management Strategic Partnerships Invoice Processing Ivr Avaya Ip Telephony Brand Management B2b Marketing Service Level Agreements Development Of Employees Product Development Billing Services Ecrm Face To Face Presentations Business Knowledge Knowledge Based Systems Customer Escalation Management Knowledge Management Systems Ms Excel Pivot Tables Vlookup Workforce Management Management Team Building

Michael B. Lehlbach Education Details

Frequently Asked Questions about Michael B. Lehlbach

What company does Michael B. Lehlbach work for?

Michael B. Lehlbach works for Mha Systems Inc.

What is Michael B. Lehlbach's role at the current company?

Michael B. Lehlbach's current role is Operations and Sales Analyst / Workforce Manager / Business Intelligence.

What schools did Michael B. Lehlbach attend?

Michael B. Lehlbach attended University Of Phoenix, Air Academy High School.

What are some of Michael B. Lehlbach's interests?

Michael B. Lehlbach has interest in Economic Empowerment, Learning Linux Operating Systems, Environment, Building Computers, Education, New Technologies, Science And Technology, Motivational Management, Animal Welfare.

What skills is Michael B. Lehlbach known for?

Michael B. Lehlbach has skills like Technical Support, Customer Service, Training, Call Centers, Data Entry, Microsoft Office, Leadership, Accounts Receivable, Employee Training, Data Analysis, Troubleshooting, Account Reconciliation.

Who are Michael B. Lehlbach's colleagues?

Michael B. Lehlbach's colleagues are Alycia Yellow Eyes, Lelia Williams, Gianna Mikel, Sara Jarisch, Kierra Huus, Kole Jonaway, The Viking Wolfman.

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