Michael Mckee, Mba Email & Phone Number

Austin, TX, US

• Supervised the Book with Confidence program, ensuring policy adherence and collaborating with finance to monitor spending across regions. Drove program improvements through process, policy, and technology enhancements.
• Managed and audited high-value Book with Confidence claims exceeding $6,000, ensuring adherence to guidelines, and delivering timely financial reimbursements to customers (e.g., processed $120,000 weekly claims)
• Managed a global Book with Confidence program, boosting site traffic by 20% through improved marketplace trust. Led a team delivering financial protection and peace of mind to travelers facing unexpected owner.
• Championed marketplace trust by tracking partner cancellations and behavior to identify violators of Book with Confidence guidelines. Collaborated with cross-functional teams (marketplace operations, health & safety.
• Implemented robust claim audit processes to identify and rectify inaccurate, inconsistent, or incomplete reimbursement information. Reconciled daily payments meticulously, ensuring accurate and consistent financial.
• Leveraged data analysis to identify cancellation refund trends (month-over-month) for traveler payouts. Optimized processes and internal training, resulting in a 10% reduction in payouts per quarter.

• Led a high-performing team of 15 tech analysts, achieving a 50% expansion by strategically adding talent in India (tech analysts) and the Philippines (ticket coordinators). This strategic growth reduced customer.
• By implementing vendor support and extending global customer support from 24/5 to 24/7 availability.
• Boosted case containment for site outage issues by 95%, successfully resolving 2,500 cases monthly with frontline teams. This achievement was driven by the implementation of a "Slack blaster" notification system that.
• Established a standardized "High Impact Event" process for handling outage-related cases in Salesforce. This process ensured consistent resolution within 48 hours.
• Empowered team success by developing a vendor coaching program with a BI dashboard. This resulted in improved case handling, a 25% reduction in incorrectly escalated cases, and streamlined coaching through a single.
• Provided data-driven insights to Directors by generating comprehensive reports that analyzed trends and cost implications of ongoing site issues. These reports facilitated contact reduction efforts and issue escalation.

Austin, Texas Metropolitan Area

• Led a program that boosted site traffic by 50% for participants, spearheaded its support launch for hosts, and implemented a reward system (Premier Host Support) that significantly increased program participation on a.
• Collaborated with stakeholders to define program requirements. Mapped customer journey, created a project charter outlining goals, metrics, and resource needs to ensure successful launch. Established a robust support.
• Empowered agents to excel by developing a data dashboard that provided real-time performance insights on KPIs. This data-driven approach resulted in a 20% improvement in CSAT scores.
• Streamlined customer support by implementing direct call routing for program participants identified in Salesforce. This eliminated unnecessary frontline transfers, directing customers to dedicated program support.
• Partnered with the Salesforce team to develop a collaboration tool that transformed agents into single points of contact for customer issues. This collaboration resulted in exceptional CSAT scores averaging 95%.
• Developed a pilot program testing an instant booking adoption pitch (resulting in a 70% conversion rate), contributed to a $107 annual increase in net booking value for customers adopting instant booking, ultimately.

Austin, TX

• Founded an impactful community garden program, empowering 10 communities to cultivate healthy food access through education, fostering a sense of community, and directly addressing food insecurity in food deserts.
• Secured crucial funding through a combination of strategic grant writing (e.g., securing a $250 Wholefoods "Garden Grant" for Mission Possible Garden), fundraising events, and direct donations (up to $15,000) to.
• Collaborated with partner organizations and dedicated volunteers to meticulously plan garden layouts, define project scopes, establish budgets, manage material deliveries, and set realistic timelines for successful.
• Designed and built 10 sustainable community gardens, tailored to the specific needs of each community and its residents. This included the construction of essential garden infrastructure (irrigation, storage sheds.
• Established clear garden rules and implemented volunteer work schedules to ensure the smooth operation and long-term sustainability of the gardens throughout the year.
• Developed and managed a comprehensive communication strategy that included a program website, engaging newsletter, and active Facebook page. Additionally, created informative brochures and crafted compelling copy and.

Austin, Texas Area

• Led a marketing department supporting both inside and outside sales by developing monthly marketing budgets, scheduling events, and coordinating outreach initiatives. This resulted in achieving monthly occupancy goals..
• Boosted community referrals by 50% through a strategic initiative. Established a continuing education course at Parsons House, fostering valuable networking opportunities with healthcare professionals. Managed site.
• Spearheaded community outreach by partnering with 12 local nursing homes and hospitals. Provided a vital resource for families seeking assisted living options. Scheduled consultations, facilitated respite stays, and.
• Fostered a collaborative leadership environment through daily meetings. These meetings addressed community decisions, property management, regulatory compliance (ensuring standards were met), P&L reviews, and goal.
• Implemented a multi-channel marketing strategy that significantly increased foot traffic by 100 people per month, directly translating to new resident acquisition. This strategy included public speaking engagements on.

Bachelor Of Arts - Ba, Mass Communication/Media Studies

Master Of Business Administration - Mba