Michael T. P. Email & Phone Number

Alexandria, Virginia, United States

• Utilized Salesforce data in Tableau dashboards to visualize insights on business health, membership counts, and sales pipeline.• Documented processes for Sales and Finance workflows, leading to improved team understanding of business systems.• Worked with Sales Teams to streamline processes and boost conversions, implementing time-saving measures.

Alexandria, Virginia, United States

Analyzed potential credit card fraud patterns to reduce e-commerce and chargeback liability by 62% over six months for over $5,000,000 of transactionsScouted, hired and supervised fraud mitigation vendors to better understand and protect commerce systems from attacksPresented data to senior leadership on the health of the e-commerce ecosystem on a daily basis with Tableau dashboardsIdentified and rated potential risks for the entire business and communicated findings directly to the board of directors and senior leadershipDesigned new Datadog alerting for commerce systems, leading to 88% faster error reporting for the commerce team

Alexandria, Virginia, United States

Requested to serve as an SME for commerce systems leading to a decrease in commerce tool development and implementation timeReduced commerce downtime by over 30% while serving as an incident manager for outagesConducted comprehensive QA testing on commerce systems, identifying and implementing enhancements that resulted in a ~15% increase in conversion rates and ~10% improvement in member retentionSpearheaded the identification and implementation of key process improvements in response to evolving e-commerce legislation, resulting in 10+ projects staying on scheduleTranslated business logic to end-user actions, and end-user needs to development teams leading to better team understanding of projectsUpdated and maintained contracts with 4+ E-Commerce vendors and credit card companies,, ensuring compliance with changing business needs and

Washington D.C. Metro Area

Supervised and developed three teams comprising of 30 Member Services RepresentativesEncouraged team members to move up and out of the department when their skills were recognized, with many successful team members moving onto new departments around the company. Implemented new contact center systems and technology to increase efficiency for the team, transitioning from Cisco phone systems to Zendesk TalkCreated a SQL data source that combined both membership data with contact center data leading to new products and test ideas.

Studied and obtained new skills to present department data using SQL and TableauGained expert Zendesk Administration experience, improving turnaround times and efficiency by upgrading email and phone contact routingRecognized for identifying and resolving issues that spanned 10+ teams Developed the first Member Services dashboards and reporting tools to guide the department in making data-driven decisions

Washington D.C. Metro Area

Started as a temporary employee and quickly transitioned to a full time team memberCreated a framework to improve information collection and distribution within teamEncouraged the sharing of information and workflows to simplify training of all team members

Fredericksburg, Virginia, United States

Various, Fredericksburg, Va - Rockville, Md - Ronkonkoma, Ny