Michael Spence Email and Phone Number

Manage a staff of 2 Operations Supervisors directly and 8 Agents indirectly. Create all Operational Processes for Corporate clients in our new MDM system. Partner with Technology on design solutions to improve Operational Efficiency. Application owner for field request database. Vendor Manager for several third party vendors.- Automated a manual 9 minute process that now takes 2 minutes, this process accounted for 65% of our departments work- Due to automation I was able to expand our departments responsibilities- Increased Gallup Scores

Developed 2 agents into Supervisor roles. Managed a staff of up to 12 agents to support C&IB and other Lines of Business with data entry, customer service and basic technical support responsibilities. Created standard monthly reporting to enable reverse coaching to reduce the amount of requests. Created a standard training program so all agents are trained the same way. Enhanced the Hotline website and database to gain efficiencies and enable proper auditing to be completed.

Managed a staff of up to 12 agents to support C&IB and other Lines of Business with data entry, customer service and basic technical support responsibilities. Created standard monthly reporting to enable reverse coaching to reduce the amount of requests. Created a standard training program so all agents are trained the same way. Enhanced the Hotline website and database to gain efficiencies and enable proper auditing to be completed

Developed and implemented a quality assurance program in 3 departments. Developed reporting and communicate trends with all levels of management. Facilitated all new hire and embedded base training on the various quality programs created. Created motivational programs to promote the quality program roll out. Lead the activities for Customer Service Appreciation week. Trained Team Leaders and Supervisors on how to effectively coach agents

Trained, assigned, and lead staff of 8 in all call center quality operations across 4 call centers for various campaigns. Analyze and report client service transactional survey results to senior management and client services, communicating trends and devising action plans. Shared best practices and calibrated internal quality results to survey results across call center areas. Mentor supervisors in coaching and motivation.

Trained and led a staff of 24 representatives for the call center. Created and documented all methods and procedures for the call center. Merged the I.T. help desk and Customer Relations Department into 1 center operating 24 hours a day, 7 days a week. Created measurements for the call center to ensure success

Trained, assigned, and led staff of 5 in all call center quality operations. Analyzed and reported client service transactional survey results to senior management, communicating trends and devising action plans. Shared best practices and calibrated internal quality results to survey results across call center areas. Completed center-level observations and alignments. Interviewed client service representative candidates and delivered quality training for all new hires. Mentored supervisors in coaching and motivation. Developed coordinators for promotions to analyst and consultants to project manager and supervisor. Directed entire Midwest area quality team in absence of manager.

Scheduled and managed up to 15 call center representatives, monitoring calls and resolving escalated calls. Managed business use program for Great Plains area and served on quality FCR team. Trained supervisors in monitoring system and all new hires in retention. Primary point of contact for correction of system issues

Delivered new hire training to groups of over 100 service representatives. Developed curricula and procedures, organized daily training functions, and adjusted speed to meet class requirements. Administered and resolved attendance issues.

Resolved calls with clients trying to disconnect company service and supported activation call types. Coached client service representatives in retention methods. Negotiated equipment prices and contract terms with major corporate accounts.