Michael D. Email & Phone Number

West Jordan, Ut, Us

South Jordan, Utah, United States

Owns the strategic vision for our acquisition and existing customer rewards products. Some of my highlights include:• Implemented digital wallet capabilities with Apple, Google and Samsung.• Implemented a new flexible reward platform. • Increased our new offers response rate by 25%.• Decreased inactive customers by 5%. • Increased top of wallet spending by 3%.

Lehi, Utah, United States

Lead the strategic vision for our global HR, Legal, Compliance, security payment, taxes, fraud, cart, checkout, search, account creation, and customer service products. Some of my highlights include:• Increased check out conversion rate by 10%. • Increased credit card approval percentage in the US by 5% to 95%• Reduced account takeovers globally by 10%.• Saved 6 months of additional implementation cost of a customer service CRM by reducing the scope of the MVP, organizing the team, and executing on a product roadmap using the agile software development framework. • Saved Information Security team 30-man hours a month over month by automating CCPA and GDRP data deletions.• Lowered the average handle time of chats by 45 seconds by implementing several chatbots. This allowed the agents to increase their work output by 8%, which resulted in an increase in our customer satisfaction score.• Reduced the payment gateway implementations from 3-5 months to 1 month or less.

Salt Lake City, Utah

Owned the online enrollment process for our Medicare management SASS platform. I used our market problems, compared them to the global industry trends and included our customer feedback to assist me in narrowing the problems that was worth solving for the company. My goal was to increase account creation which directly influenced conversion rates and overall revenue of the company. Some of my highlights include:• Increased account registration conversations by 10% which increased revenue by 12 million• Developed automation tools that proactively monitored, detected and reported back on user behaviors which allowed the team to solve problems before the users would report them.• Actively engaged the executive stakeholders on the health of the product, updated them on the status of our project plan for enhancements other product needs.• Developed a training and mentorship program for current product managers

Lehi, Utah Area

As the Chief Executive of Softwise, I lead a highly productive department of product, development, IT, sales, marketing, billing and collections teams towards dominance in our market. Developed the long-term and short-term strategies of the company. Enabled the team to achieve their company objectives by getting out of their way and allowing them to do what they do best. Some of my highlights include::• Increased our product market share by 10% by analyzing market problems, industry trends and our customer feedback. This led to ideating, proposing and developing strategic add-ons and enhancements which increased our sales.• Increased our customer retention rate by 15% by engaging our key customers allowing them to be engaged in improving or product. This process brought newfound trust and excitement into the product knowing their voice was being heard.• Completed a web and mobile application redesign 6 months sooner than projected by my predecessor and was under budget by $100,000.• Saved a half of million dollars in our data center expenditures through selecting efficient hardware and reducing overall software licensing costs.• Reduced excess budget expenditures by 40% by implementing an approval process workflow allowing managers and directors to gain better control over departmental spending.• Increased sales calls by 10% and overall sales by 3% by implementing an automation marketing and communication system.• Increased increase on-time payments by 30% and reduce collections overhead by 50% by automating the accounts receivable communication and collection. • Increased the development release by implementing a CI/CD release process.

Greater Salt Lake City Area

Lead the transformation of an on-premise proprietary enterprise medical staffing recruiting system to an online product that included a self-service customer portal. Some of my highlights include: • Facilitated collaborative meetings to design and document product development concepts with internal users and design team.• Identified opportunities to improve customer facing product by conducting analysis of feedback from medical providers and clients; documented and presented findings to senior management.• Managed coordination and prioritization of deliverables associated with product road map.• Documented use cases, business requirements, technical requirements, and interaction design requirements within the Agile software methodology.• Managed the software development lifecycle using scrum ceremonies (sprint planning, daily scrum, sprint review and sprint retrospective) to ensure on time product delivery.• Ensured the products met HIPPA compliance regulations for hospitals and other medical facilities.

Greater Salt Lake City Area

Provided strategic vison for a portfolio of internal products. Targeted growth and revenue-generating initiatives using a unique product feedback method. Managed 24 divisions development items. Some of my highlights in include:• Saved $1 million year over year in development costs by streamlining processes and finding more efficient development solutions.• Designed the executive project selection process which resulted in selecting projects that provided at least 25% ROI value.• Implemented an automated process to gather data and feedback from end users which resulted in a 35% increased internal customer satisfaction score.• Led the department who performed gap analysis between AS400 and two possible truck management ERP systems to determine the most cost-effective solution to meet business needs and revenue goals.• Worked with internal stakeholders to report on status of the project plan, review budget burn down, review and mitigate project risks and translate feedback into enhancements to the product.

Orem, Utah

Implemented a large-scale data system. Assessed technical needs and project prioritization for 40 school districts and 70 charter schools. • Assessed available budget and resources to develop project plans and established accurate timeline for project completion.• Developed project documentation including project plan, resource plan, budget burn down, training plan, and customer project overview for 40 school districts and 70 charter schools.• Performed support for implemented software; organized and assigned priority to IT help requests.• Documented use cases, business requirements, technical requirements, and interaction design requirements within the Agile software methodology.• Managed the software development lifecycle using scrum ceremonies (sprint planning, daily scrum, sprint review and sprint retrospective) to ensure on time product delivery.• Worked with external stakeholders to report on status of the project plan, review budget burn down, review and mitigate project risks and translate feedback into enhancements to the product.

Administered eBay North America and Central European email, chat and phone systems ➢ Managed an internal group of projects that spanned across multiple business unit which resulted in project planning, resource management, gathering requirements and implementations.➢ Developed/implemented several new workflow processes within the chat, email and phone systems that lowered multiple contacts by 20% within 6 months of starting the position.➢ Developed a reporting platform that identified inefficiencies in workflow processes previously mentioned. SQL Server 2005 Management Studio, Micro Strategy and Excel were used to develop the reporting structure.

Managed workforce services for 2500 call center agents across multiple locations in the United States➢Used query analyzer, excel and crystal reports to develop an automated reporting system that gathered, analyzed, and delivered vital information to management which resulted in the following improvements with in two months ➢3% reduction in the abandonment rate ➢5% increased in outbound phone call pick up rate ➢10% increase in collection rates ($250,000.00 per year) ➢2% reduction in attrition rates ➢4% reduction in multiple callbacks ➢2% reduction in call volume ➢Determined the best possible scenario to schedule the workforce that allowed the company to meet their goals for inbound / outbound call volume and budgetary projections using the automated reporting system.➢Consulted with management regarding changes to staffing, budgetary projections and strategies to meet company goals.➢Assisted in administering the Avaya phone switch as needed.➢Assisted in the engineering/design of the business object-reporting database.

Managed workforce services for 2-3 clients that totaled 1500 call center agents across multiple continents ➢Consulted with each client regarding budgetary projections/concerns, strategies to meet company goals and staffing needs➢Analyzed call patterns to find the best possible scenario to schedule the workforce that allowed the clients to meet their goals for incoming call volume and budgetary projections

Assisted customers with all of their paging needs that included solving billing problems, upgrading - selling new pagers, troubleshooting technical issues and answering general account questions.

Master Of Science - Ms, Information Technology Management

B.S, Design Graphics Engineering Technology

CAD Programs used Inventor, AutoCad, Catia, Solidworks, ArchiCad

Aas, General Studies

High School Diploma, General Studies