Michael L. Email & Phone Number

Fargo, Nd, Us

Fargo, North Dakota, United States

Fargo, North Dakota, United States

Provide Network Engineering options for office and drivers to support daily operations for office and drivers.

Fargo, North Dakota Area

Supporting ELD installations to allow vehicles to being Federally compliant with rules and regulations for equipment.

Fargo, North Dakota Area

* Created reporting tools using VBA in Excel for new processes* Worked with team closely on case and call issues daily* Route misdirected calls to proper departments* Assisted SEs with questions on calls and cases* Ensured protocols and processes followed by all

Fargo, North Dakota Area

* QA Team Lead for Target.com* Designed processes, procedures, and documentation controls for QA process* Managed secondary QA Team Lead * Assisted with managing 100+ agents in a lead capacity* Transitioned to Exostar project when Target.com project completed * Became CSR for Exostar June 2015 * Assisted callers with various security issues for groups as Lockheed Martin, DOD, and MOD* Promoted to Team Lead in July 2015* Track overall performance of team and report to manager daily to affect improvements as needed* Implemented several key improvements to stabilize team functions* Worked with management to improve client relations* Worked on client contract negotiations and assisted in securing extended contracts* Began working as interim Operations Manager April 2016* Implemented processes and communication diversity strategies for better work flows* Implemented new tracking tools to better pinpoint areas of opportunity * Decreased attrition and other impacting items 30%* Established protocols with IT for quicker response and resolution* Developed Metrics driven reporting tools* Developed Training department for Exostar Project* Developed QA department for Exostar Project* Developed Team Captains to assist with queue management* Developed Subject Matter Expert roles for assisting resource management* Developed new supervisory roles with outlines and expectations for performance* Provide daily update to Exostar with their vendor concerns and plans of action* Developed working relations with other sites to incorporate business analysis tools* Developed structure for new positions reporting* Developed tools for managing new processes implemented* Developed customer driven goals* Developed new resource management tools to expedite customer needs

No Degree, Computer And Information Sciences And Support Services, 3.2 Gpa

Attended main campus in Wahpeton ND. Major - Computer Science Minor - Computer Information Systems - IT related course work

Accounting And Business/Management, 2.8 Gpa

Main campus located in Moorhead MN Major - Accounting Minor - Business Management