Michael Below Email & Phone Number

Santa Clara, California, United States

Hardware and software management through Zendesk ticketing system, email, telephone, and in-person interactions. Validate, report, track and respond to end user concerns with technology applications. Troubleshoot and resolve end-user concerns with computer hardware resources and technical applications. On-boarding/Off-boarding of employees including.

Ann Arbor, Michigan, United States

Responsible for proactive, seamless customer service in response to client service requests received via multiple channels (telephone, e-mail, chat, or in-person visits) for database product family. Deliver exceptional service. Investigate, report and document customer issues and/or enhancement requests. Report queries, product defects and feature requests.

Santa Clara, CA

Hardware and software management through Jira/Atlassian ticketing system, email, telephone, and in-person interactions. Validate, report, track and respond to end user concerns with technology applications. Troubleshoot and resolve end-user concerns with computer hardware resources and technical applications. On-boarding/Off-boarding of employees including.

Greater Seattle Area

Hardware/software systems administration. Validate, report, track and respond to end-user concerns with technology & telephony applications. Primary focus relative to proprietary airline hardware/software applications. Troubleshoot with frontline agents and liaise with numerous internal teams to minimize work interruptions.

Burlingame, CA

Data analysis for contact centers volume through various channels including calls, chat, and email. Measure guest sentiment through survey feedback. Marketing insight from both a guest & front-line agent perspective. Systems testing/monitoring related to process improvement.Play to my Strengths every day.

Chicago, IL

Receive and respond to incoming calls, emails and instant messages regarding PC and hardware/software concerns.Provide training and support to end users and staff on computer operation and other issues.Gather and analyze information to either resolve the issue or escalate to the next tier support group.Track and report data analytics showing trends in.

Chicago, IL

Authentically resonate with United’s social audience to positively represent the company within Social Media channels.Provide assistance to solvable issues through Social Media channels.Manage misinformation, issues, messages, customer sentiment within Social Media channels both private and public.Reach and foster advocates, loyal brand enthusiasts and.

Chicago, IL

Budgeting analytics - driving workforce optimization to meet service level agreementsEnterprise Risk Management on the front-line customer service levelExceptional business acumen and strategic operational contact center planning within a $7.8b financial institution servicing 270,000+ customers with an annual department budget of $2.7mMultiple successful.

Greater Chicago Area

Developed and administered call center assessment process with focus on measurable behaviors directly tied to division and corporate goals.Created uniform resource guidelines for both call center and branch locationsAssisted in Business Development efforts to generate additional corporate partnerships

Greater Chicago Area

Partnership and strategic planning for front-line users across multiple contact centers worldwideCoordinated global training initiatives across multiple contact centers worldwide, presenting new policies, processes and sales opportunities to front-end usersCompoosed daily communications for a global audience of front-line airline reservations and ticketing.

Greater Detroit Area

Developed training curriculum and procedures for worldwide contact centers with primary focus on top-tier, corporate customer, ticketing and pricing processes/procedures.Outstanding analytical and presentation skills delivering curriculum to a worldwide audienceExtensive knowledge of ticketing and pricing with a leading airline global reservation system.

Education record

Education record