Michael Wright Email & Phone Number

Pottstown, Pa, Us

• 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

• 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

• 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

• 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

• 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

Master Of Business Administration - Mba

Bachelor Of Arts - Ba, English