Michael D. Email & Phone Number

Major Responsibilities:I deliver advanced technical assistance and develop intricate call flows tailored to sophisticated VOIP systems. I distribute exemplary customer service and provide advanced technical support across various business scales, including small, medium, and large enterprises. I conduct comprehensive analyses of customer accounts to identify potential service issues, offering customized solutions aligned with their specific business requirements. I manage and resolve both external and internal customer escalations, ensuring prompt and satisfactory resolution. Additionally, I act as the primary backup for our supervisor during their absence, assuming leadership responsibilities as required.Key Deliverables:● Facilitated the allocation of newly installed clients to agents within Solution Design teams, ensuring smooth onboarding processes.● Oversaw and delegated major projects to team members, ensuring efficient project management and timely completion.● Provided extensive support to Customer Project Managers (CPMs), Mid-Market Project Managers, and Test and Turn-up teams.● Offered internal assistance to agents within Solution Design teams, aiding in problem resolution and skill development.● Developed and maintained reports tracking team metrics, enabling data-driven decision-making and performance evaluation.

Major Responsibilities:I deliver advanced technical assistance and develop intricate call flows tailored to sophisticated VOIP systems. I distribute exemplary customer service and provide advanced technical support across various business scales, including small, medium, and large enterprises. I conduct comprehensive analyses of customer accounts to identify potential service issues, offering customized solutions aligned with their specific business requirements. I manage and resolve both external and internal customer escalations, ensuring prompt and satisfactory resolution. Additionally, I act as the primary backup for our supervisor during their absence, assuming leadership responsibilities as required.Key Deliverables:● Facilitated the allocation of newly installed clients to agents within Solution Design teams, ensuring smooth onboarding processes.● Oversaw and delegated major projects to team members, ensuring efficient project management and timely completion.● Provided extensive support to Customer Project Managers (CPMs), Mid-Market Project Managers, and Test and Turn-up teams.● Offered internal assistance to agents within Solution Design teams, aiding in problem resolution and skill development.● Developed and maintained reports tracking team metrics, enabling data-driven decision-making and performance evaluation.

Centennial, Co

Major Responsibilities:I spearheaded advanced technical support and training initiatives for state-of-the-art VOIP systems, guaranteeing their optimal functionality and user proficiency. I orchestrated and delegated large-scale projects among team members, ensuring their efficient execution and timely completion. As the primary backup for my supervisor, I assumed leadership responsibilities in their absence to maintain uninterrupted workflow and team efficiency. I facilitated the seamless onboarding of newly installed customers by assigning them to designated agents, thus streamlining the transition process.Key Deliverables:• Delivered unparalleled customer service to diverse business clients, diagnosing service issues and offering bespoke solutions aligned with their operational requirements.• Addressed market and corporate escalations with poise and proficiency, resolving issues promptly to maintain customer satisfaction.• Provided comprehensive internal support to team members and tier 1 agents, fostering a collaborative and knowledgeable work environment.• Developed and maintained a comprehensive metrics scorecard to track team performance and identify areas for improvement.

Centennial, Co

Major Responsibilities:I provided billing and technical support to Business Class Customers, with a keen focus on delivering exceptional customer service tailored for small and medium businesses. I personally analyzed customer accounts to pinpoint service issues and crafted customized solutions to address their specific business requirements.Key Deliverables:● Maintained a superior first call resolution metric, ensuring efficient problem resolution.● Consistently earned excellent scores on caller reviews, attesting to the quality of service provided.

Englewood, Co

Major Responsibilities:In my role, I managed a wide range of responsibilities, including overseeing accounts payable, accounts receivable, and inventory management, while also supervising a team of six office personnel. I was responsible for monitoring inventory levels across five Autocrib vending machines, ensuring smooth operations and maintaining sufficient stock availability at all times.Key Deliverables:● Innovated and implemented adaptable processes to effectively address the evolving needs of the business.● Authored comprehensive standard operating procedures for streamlined order entry and purchasing workflows.● Demonstrated exceptional interpersonal and communication abilities in catering to the needs of account managers and clientele.

Golden, Co

Major Responsibilities:I directed and led three teams, totaling 18 employees, overseeing a range of responsibilities including addressing inbound support calls from both master and direct sales agents, as well as executing order reports. Additionally, I supervised two teams, each consisting of five employees, ensuring smooth operations and workflow management. I managed escalations through effective communication channels such as email and phone.Key Deliverables:● Innovatively devised and implemented processes to align with the evolving demands of the business.● Orchestrated regular status update meetings to keep all stakeholders informed and aligned with project objectives.● Leveraged exceptional interpersonal and communication abilities to support partners and cater to customer needs.

Tucson, Az

I was a squad boss for a wildland fire crew. I Supervised a ten-person portion of the crew. Fought fire using trained tactics and techniques. Ordered and maintained supply levels of needed equipment. I ensured that all training for crew members was up to date with new tactics and new equipment.

Tucson, Arizona Area

Provided technical support for Microsoft Windows XP, Windows 2000 Professional, and all Office products available at that time. Created and maintained Microsoft Knowledgebase articles for Windows XP and Microsoft Office products. Maintained an above-average first call resolution metric Maintained excellent scores on caller reviews.

Associate'S Degree, Fire Science/Fire-Fighting

Certificate, Network And System Administration/Administrator