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 alongside cross-functional teams.• 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 cancellations, property inaccessibility, or misrepresentations.• 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, fraud risk) to maintain a safe and secure platform for travelers, eliminating bad actors.• Implemented robust claim audit processes to identify and rectify inaccurate, inconsistent, or incomplete reimbursement information. Reconciled daily payments meticulously, ensuring accurate and consistent financial transactions.• 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.• Helped reduced support contacts by 30% through chatbot enhancements, supporting self-service cancellation options, and streamlined agent-assisted cancellations based on Host House rules from multiple points of contacts to one.• Conducted comprehensive employee performance evaluations, fostering engagement, and driving development and retention strategies.

•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 resolution time by 30%.•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 alerted vendor teams of outages in real-time.•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, data-driven platform. Created knowledge articles and a site status page, achieving a 70% customer contact deflection rate by informing and updating customers/employees of known issues. Implemented a comprehensive global training and skill assessment program, leading to a 40% improvement in new hire JIRA quality and case resolution time•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 resolution within a week.•Spearheaded team projects for site and tool migrations, simplifying operational processes and contributing to millions of dollars saved in operational costs.•Optimized issue resolution by establishing a "Triage" process. This involved senior subject-matter-expert agents collaborating with engineers in dedicated channels and meetings to resolve site issues as quickly as possible, minimizing customer impact and reducing costs.

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 quarterly basis.• 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 structure with workflows and timelines to meet deadlines.• 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 agents.•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 boosting Expedia's revenue.•Delivered cost-effective training by transitioning Host Summit presentations from in-person to virtual events, saving thousands while still providing valuable listing optimization advice to hosts.•Championed customer-centricity by gathering feedback to improve program cancellation metrics, considering factors like natural disasters. Led the development of a Salesforce cancellation waiver tool (based on a winning Expedia Hackathon pitch) that went from concept to production, leading to improved CSAT scores and increased retention of Premier Hosts on a quarterly basis

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 establish 10 community gardens across diverse locations including Dell Children's Hospital, Pioneer Farms, and more.•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 garden completion.•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, pathways), tree and plant installation, and secure fencing.•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 press releases, all of which significantly increased program visibility, volunteer participation, and vital donations to support the ongoing maintenance of the gardens.•Fostered program self-sufficiency by establishing a farm stand at Pioneer Farms. Sales of our fresh garden produce generated revenue that directly financed gardener supplies and ongoing maintenance throughout the season.•The program's impactful work was recognized through a prestigious Keep Austin Beautiful Award, highlighting our commitment to community involvement.

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. Led a marketing and occupancy management strategy that ensured resident satisfaction and room readiness for new arrivals and driving revenue growth.•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 occupancy by sustaining and meeting the needs of current residents and made rooms ready for new residence when there was availability. Increased revenue by meeting occupancy goals. •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 conducted facility tours. Streamlined assisted living application process, including necessary medical documentation, resulting in securing $1,500 deposits for prospective residents monthly.•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 setting. This collaborative approach led departments to work together and consistently exceed resident expectations, maintained a remarkable 97% monthly occupancy rate.•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 assisted living, organizing engaging community events, crafting compelling copy, distributing resident and prospect newsletters via email, and actively managing social media accounts.

Bachelor Of Arts - Ba, Mass Communication/Media Studies

Master Of Business Administration - Mba