Michael Boegner Email & Phone Number

Khon Kaen, Thailand

Remote

• Provide enterprise-grade technical support through Helpscout live chat and email.
• Investigate, triage and troubleshoot, maintaining extensive knowledge of services features and finding solutions for customer's obstacles.
• Advocate on behalf of users, submit feedback and requests for new features and enhancements to the Product team.
• Contribute to public-facing documents, along with submitting bugs to our Github repo
• Troubleshooting mobile SDKs

Remote

• 100 hours of training in Mindfulness, Awareness, Contemplation and Compassion meditation teaching
• Regular practice with mock teaching in smaller groups
• Four months of daily mindfulness meditation, at least five days a week, 20 minutes a day

• Lead, trained and grew our Level 1-3 technical support engineering capabilities for the Americas.
• Scaled our North America team 3x to 14+ employees and contractors providing 24/7 premier enterprise support for Fortune 500 clients.
• Serviced 200+ support cases per day globally and maintained 97%+ global team CSAT. 98%+ individual CSAT from >1.2k cases.
• Gave bi-weekly presentations during onboarding of all new employees about support mission and operations
• Chosen by the CTO and CCO to be on the Executive Response Team, successfully handling our response and recovery from the Facebook global outage on October 4, 2021.
• Revised schedule to increase efficiency for TSEs during daily transition period from EMEA to Americas in the morning

New York City

• Piloted first instance of this role at Smartly, which was an outstanding success resulting in expansion of the role to a department of 30 some individuals
• Technical and domain expert in Smartly.io’s product, as well as Ads Manager, Facebook’s Marketing API, Instagram, Snapchat, and Pinterest internally as well as externally for the world’s largest online advertisers
• Identified workarounds and bugs, protecting the engineers from unnecessary bug investigations, while also saving them time with extensively documented bug reports directing them precisely to the location of the bug as.
• Remained informed on and assisted in launching alpha and beta features for the Smartly.io product
• Provide enterprise-grade Level 3 technical support for our paid social adtech B2B SaaS through multiple digital channels including Intercom live chat and email.
• Investigate, triage and troubleshoot with software developers and solutions engineers. Submit and reviewed PRs for hotfixes and reverts. Have write privileges to our backend and database production consoles, write.

New York, New York

Tampa, FL

• Manages 26 medical operations/administrative employees at 7 medical facilities nationwide
• Near absolute reduction of extended patient wait times in our local facility, achieved within a month via staffing reorganization/revitalization
• Initiated and maintained key daily/monthly performance reporting and benchmarks to allow for staff to assess and adjust their performance accordingly and for ongoing coaching
• Company referent for best practices and protocol to the entire Spine Care Services division
• Oversight of project manager for traveling consults, ensuring accuracy of staffing for 8 remotely mobile facilities at variable locations, accuracy and gathering of data, and development/production of weekly reporting
• Business analyst for CMO, Sr. VP of Spine Care Services, VP of Spine Care Services, Director of Spine Care Scheduling, and Managers of Spine Care Services

Tampa, FL

• Developed and maintained 10-15 key executive reports distributed at all levels of the organization and at various frequencies ranging from daily to monthly
• Self-taught MySQL to facility key data extraction and analysis for leadership’s projects and process improvements
• Worked with the Chief Strategy Officer and our strategy team to perform statistical analysis, both from internal data and external benchmarks, to quantify business and operational decisions both in theory and upon.
• Actively collaborated interdepartmentally by offering insights and alternative perspectives via data analysis and procedural insights

Tampa, FL

• Managed the arrival of an average of 120 patients per month
• Balanced a large volume of customer service needs with multitude of administrative tasks
• Spear-headed the initiation and entire compilation of the employee manual for both Administrative and Patient Services Scheduling
• Member of Patient Satisfaction Committee; raised patients satisfaction from an average of 80% to an average of 95%

Tampa, FL

• Established role from ground-up and maintained protocols in an ever-evolving position
• Managed the return of an average of 60 patients per month
• Engaged in delicate financial negotiations with patients for their additional procedures
• Required a tactful and diplomatic ability to deal with sensitive and unsatisfied patients
• “Fed-Ex Day” finalist; responsible for compiling a pitch for a unique enterprise development and presenting it to the members of the executive team all within a 24 hour time-frame

Gainesville, Florida

• Responsible for transcribing voice messages from major insurance and financial agencies into E-mail format
• Developed basic understanding of the insurance and financial advising industry jargon
• Capable of interpreting and understanding the needs of a wide array of personality types

Gainesville, FL

• Knowledgeable about all tasks performed for store operations
• Trained incoming crew members on store procedures
• Maintained inventory
• Responsible for opening and closing of store

Gainesville, Florida

• Maintained relations between the university and alumni
• Responsible for updating alumni with the latest developments and additions to the university
• Raised approximately $10,000 for the University of Florida by campaigning for individual colleges within the university

Palm Beach Gardens, FL

• Provided administrative services for DeVries Real Estate clientele
• Compiled a mass mailing list and real estate portfolio for an expansive development project valued at $15m
• Provided network and computer troubleshooting assistance to office personnel

Education record

Full-Stack Web Developer

Master Of Public Health (Mph), Public Health Administration

Ba, English

Philosophy

Business/Philosophy