Michael Staten Email & Phone Number

Hoboken, New Jersey, US

• Responsible for supporting, enhancing, and redesigning the contact center flow designer used by over 6,000 global companies to handle nearly six billion voice calls and other digital contacts a year.Projects:
• Created a multi-tenant, microservices-based cloud contact flow designer to replacethe legacy, locally installed version used for over a decade. This visual development tool has no-code diagramming options and.
• Maintained and improved a rule-engine application used to reassign agent skillsbased on queue times
• Currently adding git-based version control options and CI/CD tooling to supportenterprise customers and implementation partners

Lehi, UT, US

• Responsible for the company’s industry-leading, flagship library catalog product.Projects:
• Improved affirmative RFP response rate by converting the library catalog product into a platform allowing users to make and share custom widgets and extensions
• Raised average time on site by 40% by converting the library catalog web application to a responsive design for use on mobile devices
• Grew our total addressable market by integrating with single sign-on providers, payment processors, and digital resource providers
• Improved product usability and mitigated legal risk by identifying and resolving 100 accessibility issues and achieving full conformance with the WCAG 2.1 AA standard
• Increased use of library resources by working with an external business development partner to build over 100 industry-leading mobile apps for libraries

Salt Lake City, Utah, US

Responsible for the conversion of legacy educational media used by preschoolers and elementary-aged children to web-friendly formats. Improved the reporting dashboard for schools.

A short-term contract position to progress the development of a BPMN workflow engine for Fidelity Investments.

• Responsible for the company’s pay-per-click search marketing platform.Projects:
• Consolidated Google and Yahoo! marketing solutions into a single interface for the services team to share customer advertising budgets between search providers
• Introduced micro-product packages for very small customers after analyzing customer segmentation and profitability
• Grew the product team by hiring and training product managers, product owners, and business analysts
• Worked with a graphic designer to produce product marketing materials andfunding and acquisition materials for the business

San Jose, CA, US

Created a workflow tool for over 1,000 global Trust & Safety agents to clean up regulatory, intellectual property, and policy violations in auctions and other customer-generated content.

Salt Lake City, Utah, US

Taught first and second-year Spanish courses. Coordinated curriculum for first-year instruction. Observed and mentored first-year instructors.

B.A., Spanish Literature

Information Technology - Software Development