Michael Grantham Email & Phone Number

Austin, TX, US

• Served as a key figure on a select team of 500 communication specialists, creating over 3,000 digital asset campaigns, gaining over 5.5 million impressions on social media.
• Reviewed and approved digital assets and graphics to ensure campaign compliancy
• Communicated with volunteers to discuss copy suggestions and revision questions
• Collaborated with campaign staff, and volunteer leaders
• Reviewed content during rapid response events with real-time turnaround

• Provided project management leadership on a $20+ million machine-learning program - consistently exceeding client quality expectations for a global workforce of thousands in 28 different languages. Continuously.
• Enhanced project quality to exceed 95%, surpassing client expectations through strategic management of a global workforce of independent contractors
• Guaranteed 100% certification of newly on-boarded independent contractors by implementing acomprehensive roster tracking and verification system
• Fostered role as a trusted advisor by elevating customer satisfaction and consistently delivering dependable quality, ensuring on-time project delivery by by managing timelines and engaging with stakeholders
• Facilitated regular client-facing program review meetings; meeting footprint time reduced by 50%

• Established quality upskilling tests to ensure high-quality data, and implemented monthly quality testing for entire roster of thousands in 20 languages. Deployed these tests across 25 different countries to ensure.
• Improved contributor quality scores by 10%, implementing regular training initiatives in order to exceed client expectations
• Reduced monthly invoice audit time by 50% or 40+ management hours for IC invoices submitted monthly
• Developed and optimized client-facing reports to effectively communicate quality assurance measures
• Analyzed and reported on relevant qualitative and quantitative metrics to inform project strategies andimprovements

• Analyzed and provided feedback for search-engine results-related experiments, as well as tested new client tool updates before release to the public.
• Achieved recognition for outstanding performance by consistently ranking within the top 5% of analystsbased on quality metrics
• Surpassed project benchmarks, consistently exceeding quality expectations for review evaluations in experimental ML testing
• Earned promotion due to exceptional work quality and dedication to project excellence for client products

• Tested and analyzed search-related results to determine relevancy, as well as tested client tools before new updates were rolled out to the public. Provided feedback and ensured testing was completed in a timely manner.
• Conducted thorough testing of search-related products, contributing to the refinement and optimization of end user experience
• Assisted in the quality improvement of Artificial Intelligence features by providing detailed feedback on performance and usability

• Oversaw quality and production for team of front-line representatives taking customer calls, improving quality to over 90%. Conducted live call monitoring, as well as coaching to ensure team was empowered to resolve.
• Enhanced customer service quality by streamlining feedback and coaching processes, resulting in asignificant improvement in team performance metrics to achieve 90% quality scores consistently
• Elevated critical technical and customer issues through systematic daily briefings, ensuring timelyresolutions and client satisfaction
• Implemented quality assurance strategies (enhanced reporting, continuous improvement) that surpassed client performance objectives, fostering a culture of excellence among a large team of customer service professionals

• Provided superior customer service and troubleshooting for popular software title, ensuring first-call resolution and satisfied customers and achieving 95% quality scores for incoming calls.
• Delivered comprehensive customer and technical support, achieving first-call resolution and maintaininghigh levels of customer satisfaction
• Effectively resolved customer inquiries and technical issues, minimizing the need for follow-up callbacks