Michael B. Lehlbach Email & Phone Number

Chandler, Az, Us

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.

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.

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.

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.

Chandler, Arizona, United States

Selling Residential and Commercial Trash Services.

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.

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.

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.

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.

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.

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.

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

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.

Bachelor Of Science (B.S.), Management

My education at University of Phoenix prepared me for a career in business and management. Focusing many of my elective classes.

High School Diploma, Computer Science, 3.5

Activities and Societies: Debate, Cisco Networking, Information Technology, and Yearbook Team'sCISCO Networking Classes Audio Visual Club.