Michael Mader Email & Phone Number

Fairfield, Ohio

In this position I ensure performance according to SLA's of internal call center and externally for 15 corporations nationally. This includes evaluating historical data along with forecasting software to improve on, interpret, and analyze staffing for the prevention of over- and under-staffing, quality assurance, and equal distribution of resources. I also am responsible for overseeing all agents indirectly including scheduling, absenteeism, coaching, training, ensuring agent compliance, monitoring real-time performance and call volumes, and adapting to changes in business needs. Additional work includes:- Support budget adaptation: adapt scheduling dependent on real-time budgeting information to determine needs (e.g., additional staff, overtime, delegating additional hours to overseas locations to manage cost).- Responsible for performance of all agents on over 10 key metrics (e.g., Average Handle Time; Average Speed of Answer), Abandons, Transfers etc.- Identify and demonstrate IT solutions to enhance efficiency through automation, increasing productivity, and building staffing grids for weekly review and determination of new business needs.- Customize off-the-shelf software (“IEX NICE”, “Impact 360”) workforce management system including generating forecasts and schedules, managing the reporting environment, developing activity coding, and building/maintaining supervisor and administrative interfaces (web-based application).

At Axecess, I was promoted to Customer Service Representative II after 10 months. Key responsibilities include:- Documented, maintained, reviewed customer interactions within the data management systems.- Audited customer data to verify correspondence with all state, federal, and company regulations.- Severed as a mentor to multiple new employees. Developed and supported new employees. - Built team and individual productivity reports within data system.

Montvale, Nj

- Produced targeted media for regional and special-interest magazines.- Created sales policies for external product sales, publishing requirements, and invoices.- Work with HTML & Microsoft Office for webpage development.- Developed company’s online presence and across various social media platforms.