Michael Germain Email & Phone Number

Rahway, New Jersey, Us

New York, Ny, Us

Implemented the phone system for phone support in 4 weeks from proposal by collaborating with BPO, telephony provider and ticketing tool.Lead the contact center technology team to ensure the right technology is in use with the best processes to enable the most efficient handling of customer contact resolution.Responsible for maintaining existing contracts, negotiating new contracts and identifying sourcing for emerging technology needs.

Seattle, Wa, Us

Responsible for managing the agent facing tools that enable the customer service agents to provide the best service to Vrbo Travellers and Partners.Identified $43k in cost savings by removing a software package that had a lower than acceptable ROI. software will be removed from use in Q3 2020.Led telephony changes to maximize existing global agents to provide support as COVI-19 caused swings from Partner to Traveller and back between March to June.Led team to create Virtual Chat Agents for Vrbo Traveller and Partner Customer Experience. The Virtual Agents are currently deflecting 4% of all chat traffic in the first full month of use.

Seattle, Wa, Us

Created a global team with a footprint in three regions that managed the quality effort for over 1500 Vrbo Customer Experience Agents in 12 countries with the responsibility to ensure that agents deliver on our promise to our customers and adherence to company policies while mining contacts for insights into improving our policies and processes.Led my team to create a new quality audit form for all channels of communication that was adopted globally for the vacation rental business. After the reorganization the audit form is now being adopted for use by all lodging partner support teams globally.Researched and pitched a Quality Management System that will be using speech and text analytics across 5 languages to deliver automated quality scoring and informed coaching insights to better understand the business and the needs of the various customers. Prior to implementation I was asked to take on another role as part of a global reorganization.

Austin, Tx, Us

A multimillion-dollar private company that provides safety and compliance solutions to oil and gas pipeline professionals.• Hired to improve customer service and to create metrics to identify product problems, improve communication with customers, and improve all processes related to customer interaction; led up to 2 managers and 14 staff in overseeing a Customer Contact Center, customer training, documentation, and product installation. • Collaborated with and facilitated communication across multiple groups, including product management, engineering, and software development to ensure high-quality, on-time product delivery using Agile methodoligies.• Managed a $500K budget while driving customer satisfaction across 400 active accounts and 3,000 individual users.• Evangelized and led the effort to dedicate several customer service professionals to a call center; researched, designed, implemented, and maintained the call center management systems used for answering customer calls.• Researched, designed, implemented, and maintained SalesForce CRM in the business for sales and service teams to track case management and tie sales interaction into the CRM in order to improve the customer experience.• Designed, launched, and maintained a corporate customer support webpage that decreased call center volume 10%.• Improved Call Answer Rate from 40% to >90% of calls answered in less than 45 seconds.• Developed and managed a process for quoting, tracking, and invoicing installations that resulted in quicker, more accurate quotes, better margin forecasts, and timely communication with customers during the installation process.• Implemented quality review meetings to track and review return materials authorization (RMA) data and drive process and product improvements. • Served as Safety Team Coordinator: oversee safety team who implement and track training, verify customer regulations, and ensure OSHA compliance; achieved zero recorded safety incidents since 2011.

Round Rock, Texas, Us

A $60B private technology corporation that was listed as publicly traded until 2013.• Served as a product manager and oversaw the team that managed the digital television product segment; administered $80M in annual spending while negotiating with suppliers on high dollar items. • Negotiated with Foxconn and Samsung to mitigate a quality issue and recover $1.2M for Foxconn. • Collaborated with global stakeholders to determine region-specific solutions and to implement three separate PCTV devices around the world, including in Japan and Europe.• Tracked and monitored new technology development.

Round Rock, Texas, Us

• Promoted to the Global Procurement Team to serve as a product manager, overseeing a cross-functional team of up to 10 professionals in identifying and initiating development of cutting edge products.• Oversaw negotiations with suppliers while managing a $50M annual spend.

Round Rock, Texas, Us

• Hired to lead a team of 14 to 40 shipping professionals within the Production Manufacturing department; also held leadership positions in boxing, software installation, and Dell Express (a Lean manufacturing system)divisions.• Led staff to outperform other teams and set multiple records, including manufacturing 1,000 servers in one shift.• Selected to serve as a member of the first group of Dell’s Lean Kaizen Facilitators. • Managed multiple projects to adopt and improve Lean manufacturing processes.

Santa Clara, Ca, Us

Led manufacturing operations for manufacture of metal deposition changes, final integration, and shipment of semiconductor capital equipment. Directed the manufacturing activities of the company’s highest volume and most profitable manufacturing business unit comprised of 107 professionals.

Santa Clara, Ca, Us

A $9.6B company that supplies equipment, services, and software to the leading manufacturers of semiconductor chips used for electronics, televisions, and solar products.• Led operations for Metal Deposition Chambers, Final Integration, and semiconductor equipment shipping.• Directed manufacturing activities of the company’s highest volume and most profitable manufacturing business unit, including scheduling and workforce planning for 107 professionals.

Arlington, Virginia, Us

• Served as a commissioned officer in the Field Artillery branch at various posts throughout the United States and Bosnia-Herzegovina. • Recognized in the top 10% of evaluated officers during four review cycles.• Departed the service with an Honorable Discharge after four years of continuous front-line leadership roles.

Master Of Business Administration (M.B.A.), Business

Ba, History