Michael Wheaton Email & Phone Number

Sacramento, Ca, Us

San Francisco, California, Us

Responsible for the implementation of our strategic vision and roadmap for One Medical Patient & Team Experience Innovation, while leading a high performing team tasked to research, define, develop and implement improvements across patient experience. Partner with Operations, Clinical, People & Technology, and others to drive high impact training, recognition, leadership development and new hire programs. Responsible for identifying unmet patient needs through various member listening posts (Quality Assurance, surveys, member interviews, etc.) and innovating new solutions to improve the patient experience based on qualitative and quantitative feedback.

San Diego, Ca, Us

Led CX strategy execution while introducing service design capabilities, virtual CX events and the creation of a future state contact center roadmap. Taught an internal CX management certification course to high potential employees across the organization while mentoring several participants. Leveraged employee and customer feedback to establish CX communication strategy and identify improvement opportunities within all lines of business.

Chicago, Il, Us

Provide strategic direction and leadership for all Member Experience functions including member survey administration, CRM, Complaint Management, Quality Call Monitoring, and Service Design. Responsible for driving the creation and optimization of member experiences across all products and service channels.

Chicago, Il, Us

Provide thought leadership in the evolution of the Customer Relationship Management (CRM) System road-map to support the requirements of the Complaint Management System as well as the ongoing enhancements of the system. Develop analytic framework, output and insights of the Net Promoter Score (NPS) program to support improvements across all products and channels of the Credit Union. Oversee execution of the survey methodology and data visualization of all feedback results. Responsible for the design, implementation and oversight of a Complaint Management System to satisfy requirements of CFPB regulations while optimizing overall Member Experience.Implemented a consistent methodology for defining Critical to Quality Member Service metrics for all Products and Channels of the Credit Union.Integrated Member Satisfaction measures into the overall management system of the Credit Union. Provided thought leadership in the development and ongoing execution of the management system, marrying metric performance and member feedback (surveys, interviews, Quality Monitoring, etc.).Ensured consistent application of Member Satisfaction metrics used in driving performance improvements across all Channels and Products.Provided leadership in the initiation and execution of member experience improvement projects based on Product or Channel Metric Performance.Developed additional methods of eliciting front-line feedback used in the prioritization of process improvement projects.Facilitated Design Thinking workshops (Journey Mapping, Service Blueprinting, etc.) with multiple business groups throughout the organization to uncover potential process gaps and member defects.

Chandler, Arizona, Us

Supporting SOCAP International (Society of Consumer Affairs Professionals) by collaborating with other board members in event planning, vendor management, and content development.Named Chapter Treasurer in 2016. Responsible for all general financial oversight including planning, budgeting and reporting. Tasked with maintaining accurate financial records throughout the year to be reviewed at any time by members, other officers or administration. Elected to National Finance Committee in 2017Elected as VP of Events in 2018. Responsible for the organization and content of all Chapter events throughout the year.

Rosemont, Il, Us

Worked collaboratively with clients to help drive critical metrics, improving Customer Experience and Contact Center operational efficiency. Reported directly to Executive Practice Lead, across several engagement types, consistently ensuring deliverables were met prior to deadlines. Teamed with employee groups on each account to analyze work flow processes and restructure business procedures to increase efficiency of operations. Supported project leads in helping clients of various sizes to increase productivity, decrease unnecessary operational spending and drive Customer Satisfaction (CSAT), Net Promoter (NPS), and Customer Effort (CES) scores to record levels.

Rosemont, Il, Us

Successfully developed multi-channel Quality Monitoring program at corporate headquarters. Responsible for recruiting, on-boarding, training and supervising teams across all major accounts, ranging from large scale Federal Government agencies to Fortune 200 Enterprise clients. Ensured each account operated at optimal performance and deliverables were shared with clients prior to expected deadlines. Collaborated with client stakeholders and internal teams, facilitating calibration sessions to validate client expectations.Responsible for workload forecasting and allocating resources to specific programs. Maintained highest performance expectations resulting in strict monthly and quarterly goals consistently being met.

Us

Planned and executed lessons and activities in Algebra and Trigonometry for students in grades 6 - 8 within General, Honors, and Inclusion classroom models. Created all classroom materials including quizzes, tests and unit review sheets. Differentiated instruction to provide multiple avenues of learning for students of different learning needs. Incorporated hands-on instructional tools to demonstrate mathematical concepts and increase overall comprehension of lesson material.Created interactive learning environments through the implementation of SMART Board driven instruction.

London, Gb

Direct the initiatives of multiple teams providing Quality Monitoring and Business Process Optimization services to Fortune 500 and government accounts. Support the development of client Quality Monitoring programs including scorecards, behaviors, guidelines, observational reports and monthly executive updates.

Bachelor'S Degree, Mathematics

Associate Of Arts And Sciences (Aas), Mathematics And Statistics