Michael Minster Email & Phone Number

Nashville, Tennessee, United States

San Antonio, Texas, United States

Inherited international pc/mobile gaming client and turned a 2/10 client survey into an 8/10 within 6 months. Finished the year as a top 3 vendor worldwide. Consistently hit bonus goals based on campaign metrics. Raised gross margin and hit 99% BTP over the past 6 months. Ran full day to day operations for a team of 80 employees and managed a team of 7 Team Leads, 6 SME/Trainers, and 1 Change Manager. Oversaw coaching/development, daily reporting, and outlier management. Presented to client in WBR/QBR/ABR as well as working with them on innovations, reporting, and overall wellbeing of the project. Along with WFM, ensured adequate daily and interval staffing to meet campaign SLAs.

San Antonio, Texas, United States

Responsible for leading a team of 12-15 people in daily chat support operations including performance coaching, career development, scheduling concerns, attendance, payroll corrections/edits, and overall team guidance. Additional duties include preparing reports for Operations Managers, overall floor leadership, answering teammate questions via team chat rooms, attending operations meetings, and providing insight into trends/metrics. Oversaw floor wide metrics push for March and April of 2020 and successfully met an aggressive KPI goal set by our VP. My teams are consistently successful and I embrace the philosophy that strong leadership is the result of the genuine care and effort you put into each and every teammate in your line of command.

San Antonio, Texas, United States

Started as an iOS advisor and moved to Mac+ within two months. Promoted to Senior Advisor Tier II six months later. Handled manager escalations for all Apple products. Responsible for manager level decisions regarding complaints and disputes. Communicated with internal product engineers and Apple Store managers in retail locations to ensure final resolution of issue.

San Antonio, Texas, United States

Trained both in house and at home agents for inbound customer service calls serving a large Pizza Hut franchise group (Muy Brands). Audited calls and ensured quality control for both new hires and tenured agents. Assisted with escalated manager cases and communicated with individual General and District Managers to ensure full resolution.

Oklahoma City, Oklahoma Area

Assisted car rental customers with mechanical difficulties, stolen cars, accidents etc.. Coordinated with local branch managers to resolve issues in a timely matter. Dispatched tow trucks, taxi cabs and other services to assist customers. Issued payment vouchers to vendors for tires, oil change, tows etc...

Oklahoma City, Oklahoma Area

Assisted wireless phone customers with billing, technical and general questions. Processed payments and reactivated disabled service.

Moore, Oklahoma

Handled inbound calls for DirecTV. Troubleshooting, billing and general customer service issues. Helped train new employees.

Education record

Education record