Michael Wright Email and Phone Number
Experienced authentic and servant leader of contact center and insurance operations environments. Diverse background managing customer service and sales teams and business product ownership of telephony and CRM applications leveraging Kanban methodology. Adept at developing and implementing customer service processes and call flow design. Values honest communication, authenticity, and adaptability to foster a positive work environment. Believes in leveraging data and technology to increase business process efficiency and enhance customer experience.
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Director Of OperationsHsb - Hartford Steam BoilerPottstown, Pa, Us -
Operational Transformation Analyst SrHsb - Hartford Steam Boiler Mar 2023 - Present• Business Product Owner of D365 CRM and 8x8 Contact Center applications leveraging Kanban methodology to ensure effective delivery of system enhancements and features• Works closely with key stakeholders to design and implement sales and service business processes for onboarding of new insurance product offerings• Relationship manager for multiple contact center 3rd party vendors and applications
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Customer Experience AnalystHsb - Hartford Steam Boiler Apr 2021 - Mar 2023• Responsible for the design and implementation of call flows and operational service workflows to support new business initiatives and customer service needs• Project lead for selection, design, and implementation of telephony application for multichannel contact center• Worked closely with Operational leadership to ensure the effective performance of contact center applications
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Operations ManagerHsb - Hartford Steam Boiler Aug 2020 - Apr 2021• Led inbound customer service team to ensure delivery of exceptional service and exceed key performance indicators, service level agreements, and quality metrics• Developed direct-to-consumer inside sales and service team, related processes, and sales goals to support onboarding of new service contract offering • Created an outbound inspection scheduling team and set reporting metrics and standards• Responsible for hiring and development of customer service and inside sales associates • Expanded operational support by onboarding new services and merging additional business functions into team responsibilities
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Operations Supervisor, Contact CenterHsb - Hartford Steam Boiler Oct 2016 - Aug 2020• Led day-to-day operations of multichannel phone, chat, and email contact center• Developed and implemented a call center forecasting model leveraging the Erlang-C formula to support workforce management and ensure sufficient staffing • Successfully met departmental key performance indicators, service level agreements, and quality metrics• Designed and implemented call logging and workflow quality management program • Represented the organization at regional call center summits and attended an ICMI contact center conference
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Customer Solutions AssociateHsb - Hartford Steam Boiler May 2014 - Oct 2016• Distributed daily workload to team members and monitored inbound queues and service levels• Supported leadership in reporting and metric gathering • Mentored new team members and provided training support • Exceeded individual key performance indicator goals and contributed to departmental success• Effectively resolved customer complaints and requests
Michael Wright Education Details
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Master Of Business Administration - Mba -
English
Frequently Asked Questions about Michael Wright
What company does Michael Wright work for?
Michael Wright works for Hsb - Hartford Steam Boiler
What is Michael Wright's role at the current company?
Michael Wright's current role is Director of Operations.
What schools did Michael Wright attend?
Michael Wright attended The University Of Arizona Global Campus, Arcadia University.
Who are Michael Wright's colleagues?
Michael Wright's colleagues are Hoapham Quang, Hans Harms, Jianqiang Wu, Gary Bliss, Alexander Noser, Tori Denovellis, Vici Amoroso.
Not the Michael Wright you were looking for?
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Michael Wright
Problem Solver | Vice President Of Business Development | Janus Research GroupSammamish, Wa5hotmail.com, aol.com, att.net, gmail.com, janusresearch.com7 +140439XXXXX
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Michael Wright
Greater Chicago Area1vmware.com1 +171896XXXXX
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Michael Wright
Managing Director | Driving Strategic Growth, Thought Leadership, & Big Data InnovationMount Laurel, Nj10frontiernet.net, gmail.com, bellsouth.net, aol.com, worldnet.att.net, gmail.com, gmail.com, sparkable.com, sparkable.com, sparkable.com4 +160989XXXXX
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Michael Wright
Saratoga Springs, Ny6weatherford.com, groupm.com, gmail.com, grab.com, gmail.com, wpp.com5 +656225XXXX
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