Michael Stanton Email & Phone Number

Landis, North Carolina

Pleasant Hill, North Carolina

Flat Bed Hauling

Kannapolis, North Carolina

Amazon Logistics, Kannapolis, NC Oct 2018 - Present Outbound Order Analyst • Conduct quality assurance on customer orders to ensure accuracy. Assist with packaging and shipping of invento-ry to ensure on-time delivery to customers. Work in a fast-paced, changing environment, leading small teams to maximized efficiency and exceeding daily quotas. Received recognition for consistently doubling daily output ex-pectations. Responsible for identifying order issues, creating solutions, quickly resolving to maintain deadlines

Charlotte, North Carolina

Charlotte, Nc

• Responsible for overseeing a team of 16 - 24 representatives handling inbound customer calls concerning billing, service and sales matters in addition to handling elevated client issues. • Monitored live and recorded calls to ensure associates are addressing all concerns while presenting customers with resolutions.• Used Real Time Adherence (RTA) to monitor employee production and performance. Observed work area and used NICE software for performance tracking.• Created and monitored performance metrics (KPIs) for associates and awarded team and individuals for achieving goals.• Performed workforce analysis and projected volume of calls, issues, solutions, etc. to determine staffing requirements to meet SLAs of clients.• Provided initial training and ongoing coaching for employees to process service and equipment orders accurately and provide first class customer service support.• Supported new and existing sales initiatives by training associates on new products and services. • Trained and monitored staff to recognize upsell attempts and increase revenue per subscriber.• Monitored internal networks with software such as Unified and Rio for health status of infrastructure of services.• Examined equipment inventory to ensure availability for supporting customers on local and regional levels using Excel and internal software for reporting and forecasting needs.• Collaborated with Senior Management, Directors and Regional VPs to discuss reports, trends of service, concerns, budgets and opportunities to improve success. • Reviewed customer concerns in details to ensure employee was in compliance and address if necessary by reporting coaching opportunities to management or HR department. Worked with BBB and Escalation Departments to resolve concerns and ensure internal / external clients and vendors were fairly treated.• Coached and developed associates to increase performance in current role and prepare for career advancement.

Coudersport, Pa

• Supervised Level 3 Technical Support Team of 15 to 25 employees to ensure performance expectations were being successfully met. Identified and reported on elevated customer technical support issues and concerns. • Identified, troubleshot and resolved issues related to Cable, High Speed Internet and Digital Phone services and peripherals. Assisted business and consumer clients with modem provisioning, internet connectivity, email set-up.• Assisted clients with network proxies, VPNs, domain set-up and encryption. Supported Dynamic and Static IP Addresses and Registration of Walled Gardens. Conducted tests, including trace routes to ensure bandwidth was meeting and exceeding subscriber expectations. • Reported directly to NOC Team and communications leadership regarding potentially negative client impacts. Potential issues included: Cyber Security Breaches, Viruses, Worms, Trojans, Malware, Spam and Hacking. • Supported proprietary company software and external software on both Windows and Mac operating systems. • Scheduled representatives to maximize efficiency and organized team data for weekly reports. Conducted training and served as a mentor to improve and guide team members to career enhancement.• Regularly led team meetings. Performed quarterly and yearly performance analysis of representatives. • Liaised between manufacturers / vendors to share obtained data for product improvements as necessary.• Tools used included, but weren’t limited to: Kronos, Avaya, CMS, RTA, Unified, Rio, Putty and MS Office Suite.

Coudersport, Pa

• Lead and mentored a team of sales representatives in charge of providing both consumer and business customers with technology and communication solutions. Designed and implemented training on products, services and customer service for existing and new personnel. • Partnered with leadership to ensure efficiency within the contact center while optimizing customer satisfaction.

Building Construction

Courses Attended

Hs Diploma, Business Administration And Management, General