Michael Mannix Email & Phone Number

Charleston, South Carolina Area

Lead a team of five Project Managers responsible for the management, planning and delivery of analytics projects to clients.  Interact with clients regarding satisfaction issues, expectations, and potential projects.  Respond promptly to client calls/emails to resolve questions and problems, escalating to senior leadership when appropriate and meet or exceed client satisfaction targets.  Manage for staffing, hiring, terminations, performance appraisals and promotions.

North Charleston, Sc

Primary objective is the timely resolution of customer support tickets initiated through various channels (phone, e-mail, and ticketing system). Responsible for escalation management associated with customer support cases, effective triage of a large volume of cases of varying priority, continuous improvement for all customer support processes, and development of the team of support professionals and a Team Lead. • Partner with product development to report defects in the products and… Show more Primary objective is the timely resolution of customer support tickets initiated through various channels (phone, e-mail, and ticketing system). Responsible for escalation management associated with customer support cases, effective triage of a large volume of cases of varying priority, continuous improvement for all customer support processes, and development of the team of support professionals and a Team Lead. • Partner with product development to report defects in the products and make suggestions for improvement.• Implement process improvements to scale for rapid growth without impacting the customer experience.• Introduce and measure new metrics to drive efficiency and customer satisfaction. Show less

Charleston, South Carolina

Lead and develop a team of Technical Support Analysts and a Product Support Lead. Act as a senior escalation point and liaison between Support, Product Development and Engineering. Create and implement key performance indicators to drive client satisfaction and efficiency.• Project Lead for support when launching new product offerings.• Work closely with product management and quality assurance to report defects in the products and make suggestions for improvement.• Develop and… Show more Lead and develop a team of Technical Support Analysts and a Product Support Lead. Act as a senior escalation point and liaison between Support, Product Development and Engineering. Create and implement key performance indicators to drive client satisfaction and efficiency.• Project Lead for support when launching new product offerings.• Work closely with product management and quality assurance to report defects in the products and make suggestions for improvement.• Develop and mentor my Product Support Lead to hold other internal teams accountable to fixing product defects and to interact with all levels of management.• Received the Manager of the Year award for the Target Analytics division for 2016. Show less

Charleston, South Carolina Area

Lead and develop a team of Technical Support Analysts and a Product Support Lead. Act as a senior escalation point and liaison between Support, Product Development and Engineering. Create and implement key performance indicators to drive client satisfaction and efficiency.• Project Lead for support when launching new product offerings.• Work closely with product management and quality assurance to report defects in the products and make suggestions for improvement.• Develop and… Show more Lead and develop a team of Technical Support Analysts and a Product Support Lead. Act as a senior escalation point and liaison between Support, Product Development and Engineering. Create and implement key performance indicators to drive client satisfaction and efficiency.• Project Lead for support when launching new product offerings.• Work closely with product management and quality assurance to report defects in the products and make suggestions for improvement.• Develop and mentor my Product Support Lead to hold other internal teams accountable to fixing product defects and to interact with all levels of management.• Received the Manager of the Year award for the Target Analytics division for 2016. Show less

Charleston, South Carolina Area

Coach and develop a team of Technical Support Analysts who deliver world class support to our clients. Act as a senior escalation point for critical issues including direct customer contact. Analyze workflow of cases as well as interaction between departments to provide new, streamlined procedures to better support both our clients and employees. • Work closely with multiple support teams and internal divisions to solve issues, including Technical Account Managers, Developers… Show more Coach and develop a team of Technical Support Analysts who deliver world class support to our clients. Act as a senior escalation point for critical issues including direct customer contact. Analyze workflow of cases as well as interaction between departments to provide new, streamlined procedures to better support both our clients and employees. • Work closely with multiple support teams and internal divisions to solve issues, including Technical Account Managers, Developers, Marketing, and Professional Services• Coach my frontline staff to meet all metrics and consistently meet and exceed customer satisfaction metrics Show less

Charleston, South Carolina Area

Coached, developed, and trained a team of 7 Resource Planning Coordinators. Managed shrinkage and staffing allotments based on business requirements for over 400 customer service agents. Interviewed prospective applicants for Resource Planning and Customer Service departments. Conducted new hire presentations on company policies and procedures.• Provided metric trending and reporting to Operations Teams to drive performance• Ensured all call center resources were scheduled and… Show more Coached, developed, and trained a team of 7 Resource Planning Coordinators. Managed shrinkage and staffing allotments based on business requirements for over 400 customer service agents. Interviewed prospective applicants for Resource Planning and Customer Service departments. Conducted new hire presentations on company policies and procedures.• Provided metric trending and reporting to Operations Teams to drive performance• Ensured all call center resources were scheduled and utilized to deliver optimum service levels to the customers• Partnered with Human Resources on initiatives around schedule adjustments, time off management, and attrition trends and Quickly implemented various policies to align staffing to business needs• Created and implemented a process to reduce staffing through additional time off and part-time schedules during off-peak time, resulting in savings of roughly $250,000 in Q2 2010• In Crowd Winner for 2011, and Powerzone Leadership Award recipient for 2010 Show less

North Charleston, Sc (Relocated From Morristown, Nj)

Managed and led a team of Resource Management Coordinators who ensured proper staffing and monitored paid time off for Financial Services department. Personally, was responsible for auditing and approving timesheets for over 300 Financial Services employees.• Partnered with Verizon Wireless’ disability vendor MetLife on tracking short term disability and FMLA (Family Medical Leave Act) claims to ensure compliance• Created and administered disciplinary warnings for non-compliance with… Show more Managed and led a team of Resource Management Coordinators who ensured proper staffing and monitored paid time off for Financial Services department. Personally, was responsible for auditing and approving timesheets for over 300 Financial Services employees.• Partnered with Verizon Wireless’ disability vendor MetLife on tracking short term disability and FMLA (Family Medical Leave Act) claims to ensure compliance• Created and administered disciplinary warnings for non-compliance with the attendance policy • Conducted over 200 interviews in 2004 to assist in staffing brand new call centers in Wilmington, NC and North Charleston, SC. Successfully staffed both for timely opening. Received a Leadership Appreciation Award for dedication and initiative.• Collaborated with Technology Teams to set up and define call routing needs for the new call centers in NC and SC Show less