Michael Walbrecher Email & Phone Number

Winterville, Nc, Us

Raleigh, North Carolina, Us

Leads several sales departments for both consumer and business customers with a focus on delivering quality results that drive positive EBITDA and gross profit margins. • Create monthly sales target and incentive plans• Develop annual commission structures• Spearheads driving customer check-ins for Victra’s 1.5K retail locations • Leads Victra’s Sales Centers• Wholly responsible for P&L

Basking Ridge, Nj, Us

Spearheads National Customer Service operations for over 20K+ onshore/offshore resources, delivering a full breadth of contact solutions via phone, IVR, App, Chat, and messaging. Responsible for delivering on all customer, employee, and business key performance indicators. Establishes best practices for hiring, scheduling, training, managing, and developing staff members to reach their full potential. Develops and directs partner alliances, contract terms and audits for $1B+ service organization. Transformed Verizon’s workflow planning policies and procedures creating a best-in-class work environment Pioneered Verizon’s first home-based agent program. Lead operations and performance for South Verizon call centers (5000+ employees) Partnered with multiple domestic and global Business Process Outsourcers to create a balanced resource portfolio Created and Implemented Verizon’s forecasting capabilities including new AI models Responsible for budgeting and planning labor costs  Lead business continuity plans for National Consumer Operations

Basking Ridge, Nj, Us

Championed large scale initiatives with long-term strategic roadmaps for call center operations across four divisions. Partnered with senior leadership on 5-year planning models to realign divisions and physical locations. Rationalized Verizon’s total call center portfolio and optimized our footprint  Developed the company’s first ever performance-based scheduling approach and platform Transformed technical support function with “My Verizon Diagnostics,” and interactive web-based tools for customers  Centralized workforce planning for the entire mobile enterprise, integrating the function from four separate areas.  Improved processes for more selective hiring and drove consistency across operations  Experience with large company Mergers and Acquisitions

Basking Ridge, Nj, Us

Lead a call center located in Pittsburgh, PA with a total of 800 employees. Responsible for all aspects of employee performance and development including oversight of hiring, training, and performance management. Developed programs for professional development, diversity and inclusion and creating a safe work environment. Responsible for driving all call center KPI’s and creating a world-class working environment. Led large call center 800+ employees driving quality, NPS, revenue, and customer retention Became number one call center in two years, working hands-on with staff members and establishing an environment of accountability through an open, transparent leadership style. Established best in class employee and customer approaches for all centers within the Verizon portfolio Achieved best in class customer and employee retention rates Call Center received several awards for performance and customer experience

Basking Ridge, Nj, Us

Started career with Verizon in 1995 after being honorably discharged from the US Navy. During the first several years held multiple positions each increasing with scope and responsibilities as time progressed.  Lead Customer Service for Federal Accounts; extensive background with government agencies & proxies (2004) Named to leadership team responsible for launching local number portability Lead business and retail new customer activation centers

Washington, Dc, Us

Honorably Discharged and served in the Persian Gulf War