Michael Helferich Email & Phone Number

Austin, TX, US

Austin, TX

• In my current role, I manage a federally-funded disaster recovery housing program for the State of Texas' General Land Office in Houston. My focus is on enhancing support for homeowners and streamlining program.
• Directed $63M CDBG-DR program budget, ensuring compliance with federal, state, and local regulations and timely expenditures.
• Updated policies and operating procedures to align with current legislation, maintaining program integrity.
• Strengthened relationships with clients and partners, fostering collaborative success.

Austin, TX

• As a Project Manager, I ensured that all grants adhered to compliance standards and that funds were used effectively. By regularly updating policies and procedures, I kept our programs relevant and compliant. I've.
• Updated policies and procedures to reflect current legislation, ensuring program relevance and compliance.
• Ensured grant compliance and optimized fund utilization by evaluating financial and programmatic documents.

Austin, Texas Metropolitan Area

• As a Realtor, I assist sellers and buyers with their residential real estate needs.Key Contributions/Achievements:
• Manage the “Contract to Close” process for my clients providing them with a positive real estate transaction experience.
• Negotiate favorable financial terms and as well as other aspects of the sell/purchase process for my clients.

Austin, TX

Completed AFFH Reviews for Grantworks, Inc. related to disaster recovery efforts from Hurricane Harvey.

Singapore

• As Managing Director, I was instrumental in reshaping our workforce dynamics, reducing non-billable headcount while increasing billable staff, which directly boosted our profitability. My tenure set new highs for.
• Drove financial performance and regional growth in Asia Pacific region by administering $40M revenue and $23M expense plan across 18 countries.
• Enhanced employee retention by decreasing attrition rates from 20%+ to less than 5%.
• Improved service delivery and customer engagement by implementing strategic changes in delivery organization tailored to local APAC markets.
• Strengthened key relationships with regional and functional leaders, prioritizing core professional services and customer needs.

• Led establishment of the first global delivery organization for Avaya Professional Services (APS) by spearheading off-shore strategy, fostering international collaboration and service excellence. Coordinated with.
• Initiated and directed Center of Excellence, scaling up from zero to 140 personnel within six months while maintaining staffing stability with minimal turnover.
• Mobilized Subject Matter Experts across various regions to train and mentor local teams, reducing training duration by 38%, thereby accelerating operational readiness.
• Drove process enhancement initiatives in Center of Excellence, focusing on increasing efficiency through the implementation of consistent practices and automation.
• Negotiated and secured Avaya Professional Services’ first System Integrator agreement with the IBM Global Alliance Team, capitalizing on the newly developed Off-Shore capabilities of Avaya Professional Services.

• Developed the first APS capacity planning model focused on APS readiness for new product introduction
• Led efforts for design of training curriculums and delivery plans for new products
• Analyzed and engineered new processes to ensure the attainment of short and long-term goals for operational efficiency

• Provided strategic, operating and capital planning support for Global Contact Center Practice within Avaya Professional Services
• Led work redesign efforts as necessary to achieve business goals
• Worked collaboratively with the functional and regional teams to establish a clear charter driving consistent methodology to meet the needs of the organization

• Fostered relationships with key clients to cultivate future business and high levels of customer satisfaction
• Provided team leadership, managed program milestones and created resource plans across multiple disciplines
• Coordinated the activities of project personnel to achieve customer satisfaction by completing programs on time and within budget
• Maintained and built relationships with direct & indirect sales channels to promote business

Austin, TX

• Implemented best practices and operational processes to optimize workforce including long range planning, short-term forecasting and staffing
• Identified and reported critical operational metrics and established targets for work force management
• Planned and executed training curriculum and delivery plan for new hires
• Maintained an effective performance management process, reviewed progress against stated targets
• Managed contact center technologies and liaised with regional teams to maximize effectiveness of applications to improve customer satisfaction and efficiency