Michael Blakey Email & Phone Number

St. Louis, Mo, Us

St. Louis City County, Missouri, United States

Successfully spearheaded the release of two studio albums of original musicC, catalyzinga 40% surge in streaming numbers. Michael Blakey LLC is a dynamic entertainer and songwriterentertainment that showcases innovative music projects, engaging content, and liveperformances across the USA and Europe.• Achieved a crowdfunded campaign target of $30k to produce a 10-song album, significantlybolstering recognition and fan base engagement.• Drove a 30% increase in social media engagement and expanded the mailing list by 50%through effective marketing campaigns and content creation.• Led a team to organize and perform U.S. tours, which resulted in a 20% rise in merchandiseand ticket sales, enhancing the revenue stream.• Initiated and managed the development of a comprehensive music and song metadatadatabase, ensuring efficient music licensing processes.My role included:• Leading the creative and strategic direction of the company, booking shows, writing songs, andproducing music albums.• Designing and SEO optimizing the official company website, also creating an online store tomarket records, CDs, and merchandise.• Engaging in promotional activities by voicing ads for major brands and writing scripts forcommercial projects.• Building and maintaining a talented band of local St. Louis musicians for live performances.

Bucharest, Romania

Responsible for growing, managing, and maintaining Mood Media's business via its global network of affiliates, dealers, and distributors.• Increased affiliate sales by 5% in the first year by developing and implementing a comprehensive upsell strategy and by training affiliates on Mood Media Devices and control sites, boosting client engagement during sales pitches.• Established a global database that encapsulated service coverage for roughly 5000 accounts,which played a pivotal role in securing a 200-location, 5-year deal valued at $50k.• Served as the key liaison for 20 affiliate offices, managing Mood Media related inquiries andensuring efficient resolution of international customer support issues.My role included:• Acting as the central point of contact for global affiliates, facilitating monthly and biweekly callsto discuss Mood Media products, devices, control sites, and sales strategies.• Identifying and initiating upsell opportunities for affiliates to implement with current clients.• Streamlining internal processes by incorporating affiliate locations into our system, allowing forquick identification and proper routing of service-related calls.

Bucharest, Romania

Senior Client Satisfaction Supervisor / Customer Success ManagerLed a team of 18+ call center employees, phone and email support for 50+ key accounts. Established and expanded our Bucharest, Romania call center from 5 to 75 employees in under 2 years, including the training of 5 Customer Care supervisors.• Managed the daily operations of a call center, ensuring compliance with stringent ServiceLevel Agreements (SLAs), which involved managing customer support channels such ashandling over 450 calls and email tickets weekly. • Led the growth and establishment of the Bucharest call center, expanding the team from 10 to75 employees, including 5 Customer Care supervisors.• Initiated and managed cross-departmental bi-weekly calls to streamline processes and ensurefrontline preparedness.• Developed a strong leadership pipeline by training 5 customer support representatives toadvance into supervisory roles.• Originated a comprehensive Return Merchandise Authorization (RMA) process, realizing anannual savings of $200k on hardware expenditures.My role included:• Overseeing all aspects of the Customer Service department in our Austin, TX, and Bucharest,Romania locations.• Tracking and reporting team performance metrics using Zeacom, invigorating the team usingmotivational approaches.• Collaborating closely with 10 internal department managers to facilitate seamless inter-departmental communications.• Serving as the primary point of contact for newly hired team members in Bucharest, guidingthem in office and country acclimation.• Mentoring direct reports, including supervisors, in handling management issues, escalations,complex billing scenarios, and internal communications.

Austin, Texas Area

Client Satisfaction SupervisorManaged all functions of a high-volume call center, handling over 500 calls daily and overseeing email queues to ensure compliance with strict SLAs for both phone and email support channels.Supervised 18 employees, fostering a fun, relaxed, and efficient work environment by directly mentoring, motivating, and guiding staff.Created and maintained documentation for troubleshooting calls, improving the efficiency of phone agents.Negotiated with clients experiencing service issues, implementing retention strategies to renew contracts and maintain customer satisfaction.Managed intercompany relationships with key product development and administration teams, identifying and addressing process gaps and product deficiencies.Collaborated to introduce new company-wide procedures using reliable product data.My role included:Overseeing recruitment, training, and daily management of new employees in the call center, ensuring smooth onboarding and team integration.Engaging with product development teams to resolve escalated client issues and optimize customer retention strategies.Spearheading the development of resources to assist agents in maintaining SLA targets for both phone and email communications.

Austin, Texas Area

Client Satisfaction Professional / Platinum Support Handled inbound calls and email tickets, troubleshooting a wide range of systems including VOIP, sound systems, amplifiers, speakers, custom music devices, message repeaters, routers, and phone systems.Provided Tier 1 & 2 support for in-store music and messaging issues, such as network EQ, satellite devices, and music on hold EQ, ensuring timely and effective problem resolution.Addressed and resolved complex billing issues, working across departments to tackle challenges related to licensing, billing, and tech dispatch.Excelled at de-escalating calls by effectively communicating and understanding complex customer situations, enhancing customer satisfaction.Managed service relationships with Platinum clients, including Home Depot, acting as the primary customer support liaison to ensure a high level of service.Skills: Customer Support · VOIP & Sound Systems Troubleshooting · Billing & Account Management · Cross-Departmental Collaboration · Client Relationship Management · Technical Support · Communication · Problem Solving · Teamwork · Customer Service Operations · Leadership

Lead Guitarist / Tour Manager / Producer – Mind at LargePlayed lead and rhythm guitar, as well as bass guitar, for the rock band Mind at Large, contributing to the recording of one studio album while also serving as the album’s producer.Booked over 100 shows across the United States, allowing the band to stay on tour for over a year.Directed marketing and promotional efforts, including content creation and social media management, leading to a 1,000+ follower increase during the band’s first tour.Spearheaded the band’s tour logistics and ensured effective promotion of the shows, enabling consistent engagement with audiences nationwide.While based in Columbia, MO:Organized, promoted, and produced multiple music festivals in downtown Columbia, fostering community involvement and local arts.Developed strategic partnerships with local radio stations, exceeding $5,000 in profits from the festivals.Skills: Event Management · Music Production · Social Media Management · Tour Booking · Strategic Partnerships · Community Engagement · Content Creation · Guitar and Bass Performance · Music Promotion

• Selected musical talent, planned recurring events, executed new events, managed logistics, budgets, and marketing while also managing and initiating new vendor and record label relationships.