Michael Kreiser Email & Phone Number

Telecommute

 Leverage statistical tracking of customer job escalations (source of issue, extent, remedy and cost) to driveinternal business process improvement and ensure the goal of less than 1% total revenue impact to Ergeonis met Track all ongoing jobs across multiple regions and construction managers to ensure excursion areaddressed immediately and margin targets are met Translate learnings from job excursion management into best known methods documentation for projectmanagement staff Act as inter-department advisor to all staff and project managers on technical solution implementation forboth product (material specifications, tolerances, availability and compatibility) and excursion resolution Designed, implemented and launched off-site quote system based on remote video and satellite measuring

Phoenix, Arizona Area

 Performed historical per-account data deep-dive to uncover payment system irregularities not obvious atcompany level accounting and drove subsequent alignment with Accounts Management team to transitionto internally managed payment processing Managed company-wide transition from external payment processors to fully internally managed systemsby directly defining the new framework and system parameters for the SalesForce programming team;subsequently documented process manuals and trained off-shore team Created and maintained procedure and operations manuals for accounts and offshore team During tenure as retention supervisor had company-wide best record for withdrawing student retentionthanks to my problem solving and conflict resolution skills Created automated obligation calculator that is used company wide by finance and withdrawal teams

Phoenix, Arizona Area

• Applied consultative selling during customer service and technical support calls to generate sales• Used negotiation skills to convert cancellation requests into package deals• Consistently ranked top 30 in customer feedback scores (out of ~1200 associates)

Carlisle, Pa

• Managed operation of optical retail store including but not limited to inventory management, financial performance, hiring & training, and customer service• Used local advertising, deep knowledge of industry and customer needs and focus on customer service to build relationships and establish a high level of customer satisfaction• Achieved revenue growth and consistently met or outperformed gradually increasing sales quota• Achieved high level of customer loyalty and retention even through customer relocation

Harrisburg, Pennsylvania Area

• Managed the operation of the optics lab, employee training, dispensary operations, as well as patient scheduling• Assisted customers with frame and lens selection on my own initiative outside my position duties

Mannheim Area, Germany

• Acted as primary customer service point of contact• Responsible for management of vendor contracts and inventory• Proactively redesigned supply ordering process to take full advantage of supply chain discounts

- Arabic linguist for the cryptological intelligence sector- Received Top Secret Security Clearance- Honorable Discharge (early due to injury received)