Michael Messier Email & Phone Number

Rio Rancho, NM, US

Palo Alto, CA, US

• US HP Sales Leader driving revenue and new customer acquisition through Inside Sales (Both Inbound and Outbound). Responsible for both SMB (In-House) and Consumer (BPO) sales as well as chat, partner programs and.
• Evolved the SMB online customer experience from a product focus to a Business Solutions approach with the creation of the HP Sales Advisors landing page (the new launch point for SMB Marketing activities). Redesigned.
• Achieved YoY Commercial growth of 36% revenue and 42% gross margin despite a 30% decrease of inbound traffic in Year 1. The reduced traffic was compensated for by a focus on conversion and upsell metrics as well as the.
• Accomplished a 70% reduction of abandoned calls while insourcing incremental SMB volume without add-to-staff through business process modification and effective remote management initiatives.
• Leveraged Change Leadership skills to overachieve in strategic product categories and to drive our Services C-Rate from 32% to > 70% through 10 quarters of continuous improvement.

Palo Alto, CA, US

Led an Inside Sales Team consisting of 11 Managers and 100 Account Managers in both the Commercial and Enterprise segments. The combined organization includes all named Commercial accounts and represents over 4 Billion in revenue for Personal Systems and Services. The team is responsible for install base and acquisition in both the direct and channel.

Palo Alto, CA, US

Led an Inside Sales Team consisting of 11 Managers and 100 Account Managers in both Print and Personal Systems. The Corporate Segment includes HP's largest customers and represents over 3 Billion in US revenue for PC, Print and Services. The team is responsible for install base and acquisition in both the direct and channel routes to market. Exceeded Quota.

Palo Alto, CA, US

• Managed the revenue generating Federal Account Operations Manager team responsible for supporting Printing, Personal Computing, and Services sales for Federal Accounts including the DOD, System Integrators, Civilian.
• Helped design and execute internal and customer-facing separation processes between HPI and HPE. Helped execute the creation of the HP Federal LLC.
• Increased AOM SKU revenue by 20% YOY through increased account coverage, customer demand, and productivity.
• Identified areas of opportunity and rolled out process improvement initiatives including: cycle time reduction for modification requests, enhanced reporting tool for customer facing and internal reports, standardized.
• Assisted in the development of processes and procedures necessary for the stand up of the HP Federal LLC.

Palo Alto, CA, US

• Successfully led multiple sales departments in both the Mid-Market/SMB and Public Sector space. Responsible for sales leadership and quota/margin attainment across multiple business lines.
• Responsible for the overall acquisition to relationship account transition goal (over 1000 accounts in 2011). Designed and managed the process which exceeded goal with a 200% increase over the prior year. This was a.
• Led the last place Mid-Market West team to become the top performing district within 2 quarters while doubling revenue for the territory.
• Was the top performance ranked Public Sector District Manager with an annual revenue quota in excess of 500M.
• Consistently obtained the highest forecasting accuracy of any territory by using a disciplined approach combining tool utilization (SFDC and Siebel), territory knowledge/engagement, and a consistent territory.
• Exceeded all performance metrics as Inbound Manager. Had the highest performing inbound team in revenue and margin attainment in every quarter while developing the highest number of employees for promotion.

Houston, TX, US

St. Louis, MO, US

• Managed P&L for the 200 seat Inbound Contact Center and Mail Order Pharmacy that exceeded all performance and cost expectations. Responsible for the relationship with existing clients as well as the acquisition of new.
• Maintained the highest percentage of performance guarantee clients of all sites with the lowest percentage of performance failure payouts.
• Reduced cycle time on the most complex exceptions by 60% through successful business process analysis, creative problem-solving techniques, and an employee focused management style.
• Decreased cost per RX by 20% and increased production capacity by 27% within 4 months through process improvement/redesign and production floor Change Management initiatives.
• Exceeded all production and quality standards while operating 10% under budget.

Albuquerque, New Mexico, US

• Managed Inbound/Outbound Call Center, Billing Exceptions Processing, Credit and Collections, Walk-in Branches and Remittance Processing departments. Was Change Management Project Lead for statewide CIS conversion.
• Recruited into the Utility industry specifically to bring a sales and performance culture to an organization that was perceived as unprepared for the impending competitive landscape and slow to implement change.
• Initially hired as Call Center Director but promoted within the first year to manage all customer facing departments.
• Improved inbound service levels from 12% of calls answered in 40 seconds to 70% answered in 30 seconds while reducing overall Call Center expenses by 8%. Introduced the concept of a “blended agent” to leverage downtime.
• Increased customer and employee satisfaction by 8 points and 30% respectively by creating, implementing and managing successful recruiting, hiring, training, quality assurance, quality monitoring, customer service and.
• Performed budget and financial analysis that resulted in a 15% reduction of overall expenses over a two-year time-frame.

Charlotte, NC, US

• Created and managed full P&L for a startup Inbound/Outbound Telemarketing department that became the first in the industry to operate as a "virtual branch" to which deposit products and loans were booked. Managed the.
• Took over a district of 4 non-performing branches and immediately turned their performance around by focusing on merchant services and small business loans. Within 2 quarters of management all 4 branches exceeded goals.
• Exceeded all sales, service, and operational goals each and every quarter by developing business plans, procedures, workflows for telemarketing initiatives, direct mail campaigns, customer retention and cross-sell.
• Developed and implemented a cross-sell strategy that recognized and captured sales opportunities from customer service inquiries. The successful results of these programs were consistently recognized both locally and.
• Designed and implemented a cutting edge Interactive Video Back Office Sales Solution that exceeded all sales and cross-sell expectations. This solution was the sales arm for a network of in-store branches.
• Awarded the Quality New Mexico Pinon Award.

Associates, Liberal Arts

Business Management

Bank Management