Michael Smith Email & Phone Number

Honolulu, Hawaii, United States

As of Febuary 2023, I am now the Director of Purchasing for the Hawaii Convention Center. Same company, just a different location. And a very spectacular one at that. Buyer, Accounts Payable, Inventory Control and Warehouse Management. Responsible for purchasing all products for Chase Center which has over $40,000,000 annual sales.

San Francisco Bay Area

• Managed the global team that provides support to 4 worldwide Call Centers. Monitored team productivity, system readiness, project management, hiring/firing, and employee development. Call Center manages incoming.
• Implemented Business Continuity planning for the Customer Service Organization. Initiated 4 tests of a pandemic situation where 40% of customer service center resources were unavailable. Worked with IT to have calls.
• Created a global Business Continuity (BCP) Share Point Site and BCP template to use to provide updates to GBS Management and Leads during any actual drill or test. This site is being used as the foundation for the.
• Standardized on a method to track orders, asset and account sync issues that get raised to Business Center. By tracking these sync issues, it is easier to determine the root cause of these problems and allowed us to.
• Implemented the Defect review process. Application Support (IT) had a very large list of Defects that had not been looked at and need to be prioritized to understand the impact to the Call center. I worked with a team.
• Created categorization of action requests and service requests, which allowed the team to determine trends of issues we are seeing quicker. This allowed us to work with IT to get the issues fixed faster and fix the.

• Managed the Customer Contracts team. The Contract Administration Team has the responsibility to manage, process, and maintain the sales contracts between Autodesk and our Strategic and Channel Partners.
• Centralized customer master creation and maintenance functions while reducing headcount. This allowed us to reduce duplicated masters from getting created and provided a much better customer experience.
• Established Service Level Agreements which would allow the call center to know what to expected from our team and measure our progress.
• Established weekly and monthly reports including statistics on master and contracts. This provided management with a view into what our volume was.

• Responsible for customer service team which, interfaces with customers to handle pre-sales questions, processing of sales orders, order status, shipping dates, and various other customer service inquires. Work with.
• Key contributor to new customer service model which moves from a 1/1 relationship with our resellers to centers of expertise, which in turn allowed us to service our customer more efficiently.
• Re-deployed 16 positions to our new Manchester NH call center. This provided a disaster recovery plan and allowed Autodesk to increase our customer service hours of operation.

The primary purpose of this position is the assist/manage the sales team in closing large corporate deals.Day to day operational support required to ensure that the sales organization meets its sales commitments. Monitor and continually evaluate sales processes. Collect and analyze sales data. Support executive management to develop and implement sales.

Managed customer service and technical support departments.