Michael Vail Email & Phone Number

Rochester, Ny

Rochester, New York Metropolitan Area

Rochester, New York Area

• Representing the top segment of enterprise clients with the top 10% in yearly billing• Sales and CX focus by cultivating add-on and up selling opportunities to meet client objectives• Responsible for overall life cycle management, engagement through regular cadence calls, and QBR / EBR interactions.• Accountable for negotiation, creation, and closing of all renewal agreements• Focus on relationship management and becoming a trusted advisor for all end customers, while also serving as a key escalation point for Mitel• Worked to ensure seamless project implementation for new clients, service migrations, and add-on orders by working cross functionally with project teams• Accountable for a fanatical customer experience measured by NPS• 2018 Business Excellence Award Winner at Mitel• Top Performer as a CSM throughout tenure with Mitel measured through exceeding assessments in yearly evaluations

Rochester, New York Area

• Responsible for leveraging key partnerships to help shape overall coaching culture with senior and frontline leadership. • Focus on ensuring overall leadership calibration, through the delivery of workshop sessions at both the frontline and senior leadership levels• Establish partnerships to ensure strong frontline commitments and goal setting, through the development of strategic plans• Responsible for training and direction of key quality initiatives (Deliver the Promise, Coaching the Promise, Leading the Promise, Be the Reason 30X and 30XL)• Provide actionable feedback on frontline and leadership coaching experiences as a partner in live sessions• Review customer interactions “calls” to ensure customer experience standards are being met • Support customer experience based recognition like the “Call of Fame” to drive engagement of frontline team members• Assist with the on boarding of new employees through customer experience training• Support the After Call Survey and NPS feedback process as a subject matter expert and resource for error correction• Trained 500+ employees in the Deliver the Promise quality initiative at the start of 2016 and their 50+ frontline leaders in Coaching the Promise

Rochester, New York Area

• Responsible for leading a high performing team of technical support experts / newly hired customer service personnel • Managed teams overall performance by coaching to goals which generated meaningful behavioral change• Drove KPI’s through the use of job related tools and resources to fully understand performance trends• Devolved performance improvement plans and attendance corrective action as necessary• Assisted with ensuring resolution on every escalated customer concern• Responsible for interviewing new employees

Rochester, New York Area

• Responsible for troubleshooting customers advanced devices and network concerns• Exceeded performance expectations for customer experience and loyalty• Partnered with the Network Repair Bureau to ensure network issues are addressed• Delivered a superior customer experience on every interaction• Responsible for using tools and resources to resolve any customer concern

• Provided superior assistance to Verizon customers with general account and billing inquires• Exceeded performance expectations for customer experience and loyalty• Answered calls for service on billing and equipment• Responsible for ensuring customer loyalty and overall satisfaction with Verizon