Michael Pan Email & Phone Number

Frisco, Tx, Us

Dallas/Fort Worth Area

Passionate about all things real estate with a desire to help others. As a longtime resident of the DFW area, I know the local market well. I go above and beyond to ensure clients receive the highest quality home buying/selling experience. Buying, selling, or investing in a home is one of the major decisions made in life, and I am committed to walk you through the process step by step and offer the greatest care and guidance to ensure a stress-free experience. Each client is unique and handled with utmost degree of responsibility and professionalism.

Arlington, Texas, United States

• Negotiated restaurant lease, planned and built out restaurant. Procured kitchen equipment.• Managed 20+ employees. Hired, trained, and developed servers, shift leads, and managers.• Streamlined processes to decrease cook and prep time. Increase efficiency and customer experience.• Managed food and supply inventory. Handled payroll and scheduling,• Analyzed sales and expenses, and prepared P/L statements.• Promoted restaurant via social media marketing, local newspaper, and Ad Pages, etc.

• Managed the transition of the Irving TX call center from Verizon to Frontier.• Provided coaching to 20 tech support agents to exceed KPIs and Customer Satisfaction Score (CSAT).• Worked as Lead to Succeed Ambassador and helped the center surpass its sales revenue objective.• Collaborated with Workforce Management and Attendance team to achieve staffing level objectives.• Resolved executive complaints and escalations to promote outstanding customer experiences. • Partnered with HR to conduct investigatory and grievance meetings.

• Led Quality Trainers and offline supervisors in Long Beach, Oxnard, and Irving Fiber Solutions Centers.• Responsible for quality calibration, training efforts, KPI scorecards and analytics for all centers.• Led analysts resolving issues including webmail, offline tickets, outage triage, and executive escalations.• Led quality calibration and audit efforts to ensure positive customer experience and quality standards.• Created and supported business cases with data and analytics; implemented actions to improve results.• Partnered with Resource Management to coordinate training and maintain shrinkage / service levels.• Established cross-functional partnerships. Led various projects and company initiatives.

• Supervised a team of 24 Fiber Network Field Technicians, Bury Wire Service Technicians, and Sales Agents.• Managed center operations including performance, absence, and adherence for CA and TX Jeopardy Desk.• Partnered with various departments to ensure order completion and customer satisfaction.• Led business pre-field calls to proactively resolve next day order issues and drive business GATB.• Reported daily completion rate with I&M Director, executives, and stakeholders.• Created process and procedures for internal and external escalations.• Established productivity goals and objectives for Jeop Desk Fiber network Field Technicians.

• Managed a team of 16 Network Field Technicians.• Managed field operations including installation and maintenance of Verizon’s fiber and copper networks.• Performed quality audits and provided coaching to improve technicians’ productivity.• Improved GATB and NATB by managing Repeats and JPD (Jobs per Day) for installs and repairs.• Managed overtime budget, capital and expenses.• Improved Productivity metrics from 102.88% to 103.97%.• Improved Customer Experience metrics from 81.84% to 110%.• Improved Process Compliance and Execution metrics from 101.98% to 103.26%.• Ranked #1 Local Manager Team for 2012 overall scorecard out of 44 teams in Texas region.

• Supervised a team of 23 Customer Support Analysts.• Managed center operations: Performance, absence, and adherence.• Maintained supervisor schedules to ensure coverage for 24/7 center environment.• Led TX FSC Quality TLC Program to develop agents who required performance improvement.• Led FCR (First Call Resolution) focus group and routed calls by product type to match agent skillset.• Created Management Development program to grow associates with management potential.• Contributed data analysis to reduce center dispatch rate on Verizon Lean Six Sigma Dispatch project.• Partnered on Lean Six Sigma Coaching Excellence project to identify challenges and improve coaching.• Championed Net Promoter Score (NPS) / After Call Survey (ACS) initiative. Led events and recognition.• Created Garland FSC Business Call Back Team to improve customer experience.• Ranked #1 FSC center for customer satisfaction surveys in the entire VZ footprint for 2015.

• Developed training material for Fiber Customer Support Analysts.• Provided training and implementation of applications, processes and procedures for Fiber Solution Center.• Implemented and maintained several data base and projects.• Created Hot Topics to communicate outage and procedures to the support center.• Performed Root Cause Analysis to identify coaching and improvement opportunities.• Used data to identify trends, patterns and inconsistencies.

• Assisted with establishment of Tier II by creating training and procedural guidelines.• Provided floor support and resolved escalations for Customer Support Analysts.• Created various job aids, templates, and tracking tools for Quality Analyst and the Tier II team.• Analyzed and troubleshot FiOS video, data, and voice issues from customers.

Bachelor Of Business Administration (Bba)

Associate Of Science - As, Business

Bachelor Of Business Administration (Bba)