Michael J. Anderson Email & Phone Number

Fond Du Lac, Wi, Us

Oshkosh, Wisconsin Area

Lead service teams of 250+ Associates who consistently exceed sales and customer care goals while delivering remarkable service.

Translate strategic objectives to provide operational direction to team, including budgetary, sales performance, and KPI responsibilities. Lead a results-orientated National Team of Account Specialists who provide customer service and sales support solutions working in enterprise resource planning (ERP) applications and customer relationship management (CRM) tools.

Greater Milwaukee Area

Strategic planning and execution of a multi-site, multi-state area that manages the billing, customer care, and collection services for Trustmark's Voluntary Benefit Solutions and other carriers. Create repeatable positive customer experiences by ensuring all operating measures have focus on customer first. Responsible for driving continual improvements through quality standards. Develop service procedures, policies, and performance standards. Recruit, mentor, and develop customer service team including management support team.

Appleton, Wi

Developed customer service strategies and initiatives as an active member of Miller ITW Welding's North American customer service leadership team. Provided support to our distribution partners, e-commerce, and field sales employees. Designed customer satisfaction programs to ensure retention and visibility. Served as the executive level point of escalation for customer satisfaction issues

Appleton, Wi

Responsible for establishing customer centric operational targets and OPEX accountability for team of 120 customer service professionals. Directed the design and delivery of training programs, recruiting, and hiring of new personnel. Strong focus on designing process improvement plans; serving as a liaison between customers and enterprise.

Fond Du Lac, Wi

Led operational excellence and efficiency of 140-seat inbound and outbound call center including achieving KPI standards, ensuring high levels of customer satisfaction, and center financial objectives were met. Partnered with corporate sales team in determining the costs and timelines associated with new account setup and programming. Specialized in developing inbound and outbound sales strategies. Developed and coached Supervisors, Team Leaders, Trainer, and Quality Assurance Coach.• Established formalized coaching program, enabling Supervisors to spend 75% of their time coaching Agents, by developing tailored coaching targets and removing non-value administrative work.• Reorganized back-end data entry area to more evenly distribute workload, resulting in decreased overtime, increased efficiency of reporting, and reduced errors.

Greater Milwaukee Area

Planned, assigned, and directed workload for 40-seat market research call center including supervision of all phone representatives, team leader, and office support positions.

Master'S Degree, Organizational Leadership & Quality M.S.O.L.Q.

* Master's Thesis: Creating lean flow in service processes.

B.A. Organizational Communications

* Concentration: Change management dynamics and knowledge transfer within organizations. * Graduated with distinction, Magna Cum Laude