Michael Burger Email & Phone Number

Greensboro, Nc, Us

• Re-configuring & simplifying contact center call flows by optimizing inbound channels, call routing mapping, upgrading IVRs, consolidating DIDs and queues. • Implementing performance KPIs and improving reporting accuracy to enable effective, data-based operational decisions to drive improvements in productivity, CSAT and sales.• Leadership improvement and structure analysis: organizational changes to drive effectiveness, team development, instilling cultures of accountability through coaching, communication and development initiatives, documenting workflows and procedures, creating onboarding/training manuals.• Developing a Customer Experience landscape: touchpoint management, customer support & success processes.• Aligning best practices to manage outsourced service providers: SLAs, incentive/penalty structures.

Greensboro, Nc, Us

• Transformed an inbound call unit into a Client Experience and Development center focused on revenues, customer success and support. Expanded contact channels to include email/chat/social. • Grew annual transactional product sales to over $1.5M and collaborated with Sales to build and deploy lead generation, qualification and assignment processes which led to closing of over $4.5M in consultative sales. • Mapped customer touchpoints, developed and launched a Customer Support strategy: implemented a virtual customer support center platform inclusive of a self-help/AI knowledge base and structured ticketing processes for tiers 1 and 2. Reduced issue volume by over 40% by partnering with IT & product owners.• Established performance metrics (i.e. FCR, TTR, AHT, CSAT); implemented cadence of reporting and root-cause analysis to identify required improvements to the customer experience and technical applications. • Designed and planned the implementation of CCL’s first, global 24x7 customer support servicing

Waterloo, Ontario, Ca

Regional leader for B2B and B2C customer operations and support. Led a team of 175 Customer Support/Tier 2 & 3 Technical Analysts, re-focused Partner Service Account Manager team to deliver value-add services to telecom partners. Site closed in 2011 as part of global downsizing as company ceased operations.

Operations and Service Delivery Leader for multiple BPO process & service/support work for a portfolio of US, UK and ANZ-based accounts in Financial Services, IT, Telecom and Travel. KPI and P&L responsibility exceeded $25M in revenue. Laser-sharp focus on delivering an uncompromising service culture for customer programs across global delivery centers in the Philippines, Argentina, Canada and Malaysia with over 1300 associates and 8 Leaders.

Overall BPO leadership and P&L accountability for multiple client accounts under the Travel & Hospitality customer vertical generating over $50 million in annual revenue through multiple sites with over 2000 Delivered on all KPI metrics for the portfolio: contact center service delivery drivers, CSAT, WFM, QA, Training, financials (revenues/expenses/margin), budgeting and forecasting.

Based in Thailand & Hong Kong, operated own consultancy in the T & E management segment. Contractual engagements in Hong Kong and Bangkok covered current-state business assessments, operational re-engineering to improve performance and quality and exploring new opportunities. Worked with C-level management to develop business initiatives for product & service offerings in new markets and segments leveraging clients’ core expertise.

New York, Ny, Us

Regional leader charged with providing strategic operational and program leadership for corporate services and travel customer contact centers in Asia/Pacific. Developed the business and grew annual revenues to over $55M. Managed call center operations across 7 regional markets. Promoted to this role after prior successful Director level assignments.