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 hardware set-up, distribution and reclamation. Wipe and repurpose equipment yet to reach end-of-life/end-of-service. Alpha/beta testing of potential new hardware/software prior to full company-wide implementation.

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 for resolution as appropriate. Author and maintain product support collaterals as needed to enhance product adoption and usage, including FAQs, Technical Tips, and technical/functional specifications.

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 hardware set-up, distribution and reclamation. Wipe and repurpose equipment yet to reach end-of-life/end-of-service. Alpha/beta testing of potential new hardware/software prior to full company-wide implementation.

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 front-line agent issues and concerns.

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 high influencers engaging in social channels.Interject fun and brand advocacy within social media channels.Social Media peer to peer training within core team and education of Social Media responsibilities/influences with others company departments.Instill best practices and key learning into daily responsibilities to remain on top of changes in customer behaviors relative to social media channels.

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 merger/integrations within the financial industry while maintaining service level agreementsManaged near- and long-term contact center strategies for successful daily operationsManaged multiple vendor relationships with a primary focus on training, quality and customer satisfactionRevised Talent Recruitment process which lead to a decrease in contact center attrition to less than 5% annually

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 representativesLead multiple cross-functional teams focusing on process improvement to increase customer satisfaction and market shareOversight for quality improvement initiatives within multiple contact centers worldwideProject management of training initiatives outside the US establishing operations for outsourced call centers worldwideStrategic business planning relative to customer loyalty and ancillary revenue increasesCoach and mentor supervisors, managers, staff/product specialists to improve and increase employee engagementLiaison between worldwide call centers and training and development organizationResponsibility for United’s reservations and call quality worldwide in multiple call centers with a team of over 2,500 agents at peak

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, Airline eTicket development, implementation and distributionOperations leadership, Union labor relationsTalent Recruitment, Development and RetentionAirline Call Center Sales, Service, Global Alliances, Distribution and Ancillary RevenueCall Center transformation from cost center to revenue generationInstructional Course design, development and delivery for both instructor-lead and self-directed learning applications

Education record

Education record