Michael Warren Email & Phone Number

Haltom City, Texas, United States

As the Customer Service Manager for the North America Water Treatment call center in Haltom City,TX, I am the leader Omni Channel Customer Service Specialists handling all post-sales customer interactions.

Fort Worth, Texas, United States

• Led cross-functional teams suppliers, vendors, and subcontractors and the client regarding the project deliverables, milestones, and deliverables, resulting in a 15% increase in customer satisfaction. • Recruits, interviews, hires, and trains supervisory staff, improving departmental efficiency by 20%.• Oversees the daily workflow of the department.• Provides constructive and timely performance evaluations.• Handles discipline and termination of employees in accordance with company policy.• Implements performance metrics and quality assurance programs, enhancing service levels and customer retention.• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.• Acts as a liaison between departments, fostering collaboration and process improvements.• Managed the department's budget, ensuring cost-effective operations.

Irving, Texas, United States

Irving, Tx

● Managed the CRM Team for wholesale and OEM customer service, improving response times by25%.● Developed and implemented processes and policies that enhanced customer service efficiency. ● Presented monthly performance dashboards to the Executive Team, driving strategic decisions.● Build and maintain profitable relationships with key customers● Manage Customer Service Daily Workload using the Salesforce CRM tool.● Conducted quality audits and provided coaching to Customer Service Representatives, raising service quality metrics by 10%.● Traveled with the VP of Sales to onboard and train Sales Rep Agencies on best practices forcustomer service.● Train all new hires, write training materials & SOPs, and oversee process and procedure improvement and implementation. ● Train leadership on new processes, policies, and third party portals. ● Measure daily productivity and performance, correcting deviations, reporting results and make recommendations for improvements. ● Collaborated with the A/R Manager to resolve any outstanding customer issues, reducing overdue accounts by 18%● Create SMART Goals annually to motivate CSRs performance to meet Department & Company goals within LSP’s Values. ● Led initiatives to enhance employee engagement, contributing to a positive company culture.

Irving, Tx

• Provided technical support for ADT Security Services customers, resolving issues that reducedservice call rates by 12%. • Dispatched technicians for daily service calls, optimizing schedules to improve service efficiency.• Participated in special projects, including supervisory duties and collaboration with the Permits andCorrespondence Departments.

Dallas, Tx

• Supervised a team of 15-20 employees• Provided call escalation support for fast paced customer service staff• Trained all new hires and responsible for performance review within 30 days of employment• Coached and counseled employees on quality issues and new products as developed in our Dallas, TX and Philippine call center• Coordinated bi-weekly schedule for at least 20 employees and documented absences and tardies accumulated on a monthly basis• Reviewed invoices for refund approval• Built/maintained an employee internet help desk to train our employees in the Dallas and Philippine call centers• Recorded daily, monthly, and weekly phone statistics