Michael Senter Email & Phone Number

Fairfax, Va, Us

Fairfax, Va, Us

Arlington, Virginia, United States

Spearheaded the development and implementation of comprehensive corporate-wide policies and workflows for ensuring the profitable storage, management and retention of client data. Orchestrated interdepartmental management of client data throughout the entire project lifecycle, from inception to secure data destruction. Created billing procedures to ensure clients were accurately invoiced.Accomplishments:- Initiated and facilitated an improved client data storage process to reduce data storage costs.- Developed and implemented a formal data disposition process that generated approximately $40,000 in previously unrealized monthly revenue. - Identified inaccuracies and inefficiencies in monthly data billing reporting, consulted with executives and managers to implement process improvements resulting in increased billing accuracy and monthly revenue.- Reclaimed 40% of existing “live” server storage space to reduce server growth costs.

Falls Church, Va

Directed staff development and operating procedures of project management and software support teams in a rapidly growing 24/7 environment. Developed and promoted the highest standards in client communications to ensure proactive, concise, and responsive messaging from 20+ client-facing employees. Collaborated with company leaders on corporate strategy, improvement, and quality assurance. Owned outcomes for client success from all client-facing employees.Accomplishments:- Built dynamic client services teams that supported company growth from $3 million to $50 million annual revenue. - Instrumental in fostering exceptional client satisfaction, as evidenced by Net Promoter scores between 78 and 83; and clients consistently praising the responsiveness and helpfulness of the client services teams under my management.- Coached and developed junior staff members, helping seven colleagues become key managers within the company.- Crafted messages sent to clients addressing project challenges, service interruptions, and service changes.- Maintained a standard of a fifteen-minute response time to all client emails for 500+ interactions per day.- Analyzed project management department metrics to determine client demand patterns to optimize labor utilization.- Used monthly analytics to highlight clients’ reported use issues to focus Driven, Inc.’s proprietary software development team on priority repairs and improvements.- Selected as traveling general manager during two company acquisitions, rapidly ensuring full integration of existing client services teams, project workflows, and operational procedures.