Michael W. Email & Phone Number

Boise, Idaho, United States

Boise, Idaho Area

• Develop strategies and processes with the customer in areas such as performance metrics and measure, escalation change management, and communication• Manage customer operational relationship; develop and cultivate for excellent customer satisfaction• Achieve cost target commitments for all service delivery requirements by developing, implementing, and monitoring expense controls• Hire and manage cross functional team including third party vendors to ensure performance goals are met for in scope services across all towers• Identify and analyze gaps to develop and implement corrective actions plans• Lead a medium to large AST/Delivery team with multiple towers and businesses represented• Manage one key account – primary focus on a large principle high risk customer

Boise, Idaho Area

• Develop and nurture senior management relationships with the customer. • Own customer operational relationship: Develop and nurture for excellent customer satisfaction. • Develop strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication. • Own cost target commitments for all service delivery requirements by developing, implementing and monitoring expense controls. • Hire and manage cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers. • Identify and analyze gaps to develop and implement corrective actions plans. • Lead a medium to large AST/delivery team with multiple towers and businesses represented. • Manage two key accounts – primary focus on a large principle MPS customer with $82M TCV.

Boise, Idaho Area

Developed policy and process changes for risk reduction, efficiency and accuracy in the areas of embedded lease processing and tracking, non-reporting device (NRD) mitigation, and unfunded lease deferral (ULD) mitigation for the United States, Canada, and Latin America. Developed and presented training materials that have been leveraged across the Americas region. Subject Matter Expert (SME) for NRD embedded lease variance (ELV) and ULD. Built a strong working relationship with delivery team Customer Operations team and Financial Services. Developed and implemented training material and processes for a leasing team in Costa Rica.PM For leasing team in Costa Rica.

Logged service calls and escalations for customers and dispatched engineers to customer sites. Aided in managing on-site resource allocation and scheduling. Aided in process development and training to off-shore the role to Costa Rica. Continued with applications support for the Costa Rica team.