Michael Hoeffner Email & Phone Number

• Responsible for monthly and annual strategic planning regarding the inventory control of ammunition. Developed, delivered and implemented monthly training to ensure section and unit success. • Supervised inventory control of all out stations within the military installations. Responsible for coaching, counseling and mentoring all junior enlisted military personnel. • Provided leadership and direction to ensure program delivery met the organization’s requirements. Organized and directed all program management functions including strategic planning, logistical support, financial management and military/civilian team coordination. • Designed, planned and directed 9 deployments to include all operational commitments for 3 MH-47 helicopter squadrons and 6 MH-60 helicopter squadron which resulted in a significant increase in combat readiness. Increase was highest for these squadrons since it was implemented. • Completed all assigned training and combat missions assigned with no loss of life or casualties. • Managed the transportation and issue of all Battalion’s training and mission ammunition and ensured availability of ammunition for over 81 training events worldwide and 9 combat deployments.• Directed and was responsible for 350 plus personnel, $4 million in aircraft and other aviation assets, 30 plus vehicles and storage facilities. • Managed a multimillion dollar annual budget. Directed planning, operations, training, maintenance, logistics, safety, and quality assurance. Conducted monthly and annual performance evaluations, recommended promotions, pay raises and handled all disciplinary actions.• Identified and established interim training and certification procedures for employees and soldiers. Authored training plans, calculated workforce requirements and implemented processes to achieve desired training quotas.

San Antonio, Texas

• Managed a high volume call center that provided customer support for Learning Assessments. Responsible to manage all staffing levels to ensure service level agreements are met. • Utilized interpersonal skills to effectively communicate with Internal/External Customers, Subordinates, Peer Managers, Vendors and Senior Leadership, while building relationships and providing quality customer service.• Managed vendor relationship with SYKES Management staff to align goals and objectives both short and long term. • Analyze data trends regarding staffing and adjust according to manage call volumes and daily staffing needs. Ensure all departmental performance standards for customer contacts are met.• Observe, evaluate, coach, develop and motivate 18 direct reports and 60+ indirect reports. Performed Call Monitoring and provided immediate feedback to manage pertinent quality issues.• Responsible for tracking daily, weekly and monthly trending and performance issues and managing those issues accordingly. Developed and implemented corrective action plans• Maintained a strong cross functional network to ensure a seamless customer experience through multiple channels.

San Antonio, Texas Area

• Managed strategic planning, development, staffing, management and financial performance for call center that serviced orders for over 450 plus Pizza Huts nationwide. • Managed all functions involving customer contacts, billing, accounting, fraud and complaints.• Directed Call Center Management Team of 16 Managers and 17 supervisors. • Established work priorities and ensured customer inquiries were handled effectively while meeting costs, productivity and quality goals. • Orchestrated turnaround of all sub-standard site performances, decrease average talk times from over 7 minutes to below 2 minute and 45 seconds without sacrificing customer service, quality, or satisfaction. Increased productivity from 33 percent to 84 percent. Reduced per call costs from $6 dollars per call to $0.50 cents per call and also reduced labor costs by over 30k. Enhanced call routing which was instrumental in reducing Abandonment Rate from over 8 percent to under 1 percent.

Assisted members with making the right decision regarding completing an application for a first lien or second lien mortgage. Also worked with multiple departments to ensure we answered all of the members questions as well as completed the mortgage origiantion process. Managed a high call volume.

• Managed 350+ personnel to include 17 managers, 14 supervisors and 142 employees responsible to originate new loans and imaging of legal documents. Reviewed elevated loan files to determine loan eligibility.• Coordinated and delivered 360+ annual training classes to 450+ sales representatives which resulted in a 75 percent increase of new loan originations and funding.• Supervised staffing levels including forecasting, workforce management and ensured SLA’s were met. Developed monthly reports to track trends as well as total loans funded. • Responsible for coaching, mentoring and monthly/annual training of sales staff. • Accountable for writing and delivering monthly and annual staff performance appraisals.• Established and maintained an organizational development strategy including succession planning, performance management, recognition programs, compensation planning and best practices

Bachelor’S Degree, International Business

Activities and Societies: National Society of Leadership

Associate'S Degree, General Studies

Completed degree program while managing a high operations tempo, as well as several deployments.