Michael Garrett Email and Phone Number
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Michael Garrett personal email
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Specialties: Executive Leadership, Cross Functional Influence, Strategic Thinker and Execution, Operations Management, Customer Implementation, Performance Management, Sales Operations, Client Services, Process Improvement, Project Management, Lean Sigma, Business Analysis, Customer Success and Support, Customer Experience, Customer Satisfaction, Coaching and Development, Inspiration, Leadership Development, IT Infrastructure, Voice of the Customer(NPS/CSAT), Growth and Retention, Contract Negotiation, Profit and LossIn today's competitive world, the best way to ensure organizational success is to delight the customer. Today’s customers -- and tomorrow’s -- want responsiveness, low cost and high quality. If a company does not meet or exceed the customers’ needs, their competition will. It’s no longer enough for employees to simply "embrace" change: continuous improvement must become a way of doing business, where people actively seek improvements and where systems and processes support and drive initiative. Trust is the key. The work environment must be such that people work without fear, within a culture that encourages pride in both personal and organizational accomplishments. I consistently develop my teams throughout the lifecycle of employment and my leadership. I offer support when needed and challenge them to be proactive in all aspects of business. I want them to excel in methods that will take them to the next level. By doing this I have developed a relationship built around trust that encourages them to do the same with employees and co-workers. When staff trust their management it improves retention and creates a work environment conducive to learning, performance enhancement and KPI attainment.
Flexential
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Vice President Of Customer SuccessFlexential Feb 2023 - PresentCharlotte, North Carolina, UsAs the Vice President of Customer Success, I lead strategic initiatives to optimize operational efficiency and drive customer retention. With over 25 years of management experience, I excel in streamlining processes, enhancing productivity, and fostering a culture of continuous improvement. My expertise spans across technology, project execution, and team leadership, ensuring seamless operations and exceptional service delivery. I am passionate about leveraging data-driven insights to make informed decisions and implement innovative solutions that align with organizational goals.
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Sr. Director Customer Experience StrategyFlexential Apr 2021 - Mar 2023Charlotte, North Carolina, UsAs the Sr. Director of Customer Experience at Flexential, I was responsible for the customer journey and implementing strategies for exceptional satisfaction and loyalty. Collaborating with cross-functional teams, I addressed customer pain points using data-driven insights to improve support processes and operational efficiency, and drive growth and retention.
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Sr. Director Customer SuccessFlexential Jan 2018 - Apr 2021Charlotte, North Carolina, UsI lead a team dedicated to ensuring customer satisfaction and retention. My role involves developing and implementing strategies to enhance the customer experience, driving customer loyalty, and maximizing the value customers derive from Flexential’s products and services. I collaborated closely with various departments, such as sales, marketing, and product development, to align customer success initiatives with overall business goals. Additionally, I analyzed customer feedback and data to identify trends and areas for improvement, ensuring that my team provides proactive and effective support to meet customer needs.
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Director Customer SuccessSpeed Commerce Nov 2016 - Dec 2017Las Vegas, Nv, Us -
Director Contact Center OperationsSpeed Commerce Jun 2016 - Nov 2016Las Vegas, Nv, Us- Manage Call Center Operations for a 200 seat Call Center located in Garland TX- Provide oversight and guidance to Operations Management in Querataro, Mexico , managing 95 seat contact center- Coach and Develop operations staff- P&L responsibility including annual budget, monthly forecasting and daily revenue generation- Manage KPI's for contact center metrics- Responsible for Quality and Training - Overall responsibility for Workforce team, including forecasting, scheduling and coordination- Develop financial pricing and operating models for new prospects
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Director Sales Operations And Business IntelligenceSitel May 2013 - Jun 2016Miami, Fl, Us- Manage Global Business Intelligence research and analytics that support ongoing global growth initiatives.- Ownership of a 200+ seat CRM(Salesforce Enterprise) and project owner of the system to support upgrades and implementation of new releases. Drive user adoption, ROI, and value. - Responsible for the infrastructure to enhance and support Sales Operations, including sales training, processes, reporting and anaylsis.- Manage the tracking, reporting and analysis of new business growth activities. - Oversee Client Intelligence data collection and analysis. Support the Client customer satisfaction initiatives and loyalty results. Lead the customer loyalty expert community. -
Sr. Project ManagerSitel Nov 2012 - May 2013Miami, Fl, UsLead and manage large/complex implementation team and tasks including deliverables from cross-functional departmentsProvides project management expertise in order to plan, organize, control and deliver multiple business level projects Ensure the sponsor's business requirements have been clearly defined and documentedDefine the scope of the project, own and manage project goals, risks, issues and resourcesEnsure benefits and triggers are agreed with benefit owners and can be realized while managing the impact of the organizational change to the business and customer
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Director Of Contact Center OperationsNulink Aug 2009 - Sep 2012Responsible for the overall customer satisfaction of our support services including call center operations and our payment center(Storefront).Strategic planning and implementation of customer interaction improvement.Coordination of marketing and technology training as it pertains to customer impacting interactions. Manage KPI's including call center metrics, customer satisfaction and quality performance. Evaluate and implement new systems and tools for process and customer satisfaction improvement.
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Operations Manager/Interim Site DirectorSitel May 2005 - Aug 2009Miami, Fl, UsManage first line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues. Insure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met. Provide leadership and management to associates; provide training and development of supervisory team. Coach and mentor team supervisors. Regularly conduct supervisor team meetings. Supervise multiple teams for one or more clients.
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Manager On DutyThe Answer Group (Tag) Jan 1999 - Apr 2005UsContact Center Supervisor managing up to 20 employees. Responsible for managing associate performance. I worked on several different accounts including Bellsouth, Comcast, Gateway, Compaq, Best Buy, Sprint, and Hughes.
Michael Garrett Skills
Michael Garrett Education Details
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Trevecca Nazarene UniversityComputer And Information Sciences And Support Services
Frequently Asked Questions about Michael Garrett
What company does Michael Garrett work for?
Michael Garrett works for Flexential
What is Michael Garrett's role at the current company?
Michael Garrett's current role is Inspirational Executive Leader | Strategic Visionary | Customer Success Expert | Customer Experience Advocate | Cross Functional Influencer.
What is Michael Garrett's email address?
Michael Garrett's email address is mi****@****rce.com
What is Michael Garrett's direct phone number?
Michael Garrett's direct phone number is +161530*****
What schools did Michael Garrett attend?
Michael Garrett attended Trevecca Nazarene University.
What are some of Michael Garrett's interests?
Michael Garrett has interest in Children, Environment, Education, Human Rights, Health.
What skills is Michael Garrett known for?
Michael Garrett has skills like Problem Solving, Analytics, Financial Analysis, Financial Reporting, Operating Budgets, Leadership, Leadership Development, Customer Service Operations, Customer Service Management, Customer Service Training, Accountability, Interpersonal Communication Abilities.
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