Michael Kahl Email & Phone Number

Oklahoma City, Ok, Us

Oklahoma City, Oklahoma, United States

Managed a team of up to 17 to provide an optimal new hire experience and engaging continuing education for the Oklahoma City Customer Experience Center supporting 50 leaders and 300+ customer servicerepresentatives● Change managed through a $26B merger from Sprint to T-Mobile learning and driving new processes, systemsand creating new relationships to optimize efficient performance throughout● Found new ways to lead and impact performance virtually during Covid-19● Reported to the Director of Care Operations and actively engaged in central region and national teaminitiatives to develop new hire learning material and processes.● Converted 400+ FTE from Sprint to T-Mobile with effective partnering, planning and execution● Q2 2023 was ranked #4 of 18 sites and Q3 2023 was ranked #2 of 18 sites from an onboarding performanceperspective● Coordinated with the recruiting team to rewrite the hiring process which resulted in a 92% employeeretention rate for 2023

Oklahoma City, Oklahoma Area

● Led up to four sites with 200 FTE at each site around the U.S. accountable for hiring practice, trainingexperience, performance and leadership development● Spearheaded process changes for the company by analytics within each site outlining customer pain pointsand process improvement opportunities resulting in a 5% lift in first call resolution company wide● Orchestrated teams of Project Managers and support groups to help drive growth in KPIs including a 20 pointlift in NPS● Collaborated with site Directors and VPs of Operations in each site supporting their contract incentives tocreate win/win partnerships within each company supported

Oklahoma City, Oklahoma Area

● Facilitated leadership development content to leader groups, including individual contributors, managers,directors, and VPs● Created and stood up a leadership development program identifying the next leaders within the site. 90% ofnew leaders promoted in Oklahoma City were alumni of this program during 2013-2015● Rolled out a new operations rhythm process to internal sites and to the Vendor Manager team includingbeing a point of contact on changes or updates needed to the company wide operations expectations drivingefficiencies and consistency with leadership coaching subsequently showing a 100 second reduction in callhandling time

Oklahoma City Metropolitan Area

● Fostered strong rapport with hundreds of customers, addressing and resolving an average of 100 inquiriesand issues daily through telephone and email support, maintaining a 90%+ customer satisfaction rate