Started as an Energy Consultant conducting virtual sales presentations to homeowners interested in the advantages of residential solar. Consistent top performer in run rate, closing ratio and revenue. Recognized as a top contributor and promoted to assistant sales manager role. Duties include hiring and training new sales consultants, developing training materials, coaching and mentoring sales team, driving continuous improvement of all sales metrics. Helped lead the area team to the top producing area out of eleven areas.

Experienced Residential Solar sales leader. Top sales producer in 2020. Assisted with training and onboarding new sales consultants.

Within his role as Business Consultant, Michael was delivering effective entrepreneur and business management counseling support to Veteran clients in a variety of situations and environments. He was accountable for developing relationships with business support related resources throughout assigned regions in Texas. Furthermore, Michael was classifying and evaluating prospective business support resources available and performing research relative to specific business related information requests. He was involved with Veteran Entrepreneur’s and Veteran Business Owners to benchmark status and monitor key performance indicators. Sample core functional areas include:• Assisted over 80 aspiring entrepreneurs write business plans and launch successful business ventures.• Guided over 200 existing business executives on all aspects of business start-up, operations and entrepreneurship.• Provided business consulting support as needed. • Expanded and performed business training and informational seminars to large and small audiences. • Developed the curriculum and material for and delivered the Veteran Entrepreneur Academy and the Business Education and Skills Training on-line programs. • Actively attended and participated in local, state and federal meetings and training sessions. Organized research and offered input to legislative budget board planning process. • Successfully delivered presentations at quarterly Commissioner Meetings. • Regularly updated knowledge of Texas legislative process, pending and recent legislation and mandates. • Effectively developed and executed techniques for evaluating entrepreneur program activities to ensure constant compliance and improvement.

As a Head of Operations, Michael has aligned with numerous Colleges and Universities to understand student life-cycle and develop streamlined processes for collecting, storing and managing student information. He was associated closely with National College Access Network (NCAN) to introduce a new student information management product to organization membership. Michael was retained by this non-profit organization tasked with building the service and operations organization and delivering a Salesforce CRM based software application product to market. He successfully designed operations plan, crafted job descriptions, and lead hiring and on boarding efforts for customer service and client sales teams. Sample core functional areas include:• Created marketing plans, sales strategies, and training plans for executing staff and customers. • Developed and delivered demonstrations in person and via Webinars. • Efficiently designed and synchronized all activities associated with College Forward's attendance at 2015 NCAN conference in Orlando. • Organized focused marketing and communication actions for all NCAN members to increase attendance at the trade-show booth. • Manned the booth and engaged with dozens of College Administrators and Faculty. • Associated with internal and outsourced marketing teams to develop new a brand website, marketing collateral, and social media presence.Achievements of this role include:• Achieved sales targets in excess of $250k in 3-month period and accomplished execution of product at 12 customer locations.• Launch a successful SaaS product at a non-profit organization in the Higher Education space.

Within his role as Director Client Experience, Michael formed plans and applied changes immediately improving service levels including abandon rates from 15% to below 2% with 85% of calls answered within 20 seconds. He generated a call quality monitoring and scoring program enabling front-line managers to effectively track and improve call center agent performance through consistent coaching and mentoring. Furthermore, Michael has created and lead operational transformations in multiple areas across the company based upon customer feedback and experiences. He has prepared and concluded client advisory panel meetings focused on client experience. He has also steered internal and external Net Promoter Surveys, compiled results and implemented changes for cross functional improvements. Sample core functional areas include:• Functioned closely with IT and development groups.• Organized feasibility studies for the adoption of Salesforce CRM and in-Contact cloud-based contact center applications. • Assessed existing web-based customer portal and executed changes and improvements to increase new user adoption rates and recurring usage resulting in a decreasing trend of customer calls into the contact center. • Arranged and lead meetings with local and State government representatives to promote the establishment of jobs and to secure military contracts. • Efficiently recruited and trained customer service staff. • Delivered constant communications, instruction and mentoring to staff ensuring employee performance. • Planned and designed employee recognition programs to recognize performance and to enhance the work environment.

As a Director of Operations, Michael was responsible for operations of two contact centers providing 24x7 customer service and advanced, multi-channel technical support for B2B and B2C customers. He has handled all aspects of HR, IT, training, QA, account management, and marketing with full P&L responsibility. Michael has administered business meetings and presentations to increase client contracts and develop new markets for services and diversified offerings. He has generated business opportunities with two new clients and enhanced top-line revenues by 20% while maintaining stable operating margins.Sample core functional areas include:• Developed new hiring process and negotiated agreement with outside recruiting firms. • Directed team of managers to grow their teams through strategic hiring and training. • Recruited a human resources manager and IT manager. • Enhanced service delivery by monitoring customer experience and implementing appropriate changes.

Within his role as Owner/Consultant, Michael helped companies successfully create and improve their customer experience through business process management, social media, human relations, customer satisfaction programs, etc. He has delivered interim customer service and support advice to companies conducting service-driven, high-touch, customer-facing operations. Furthermore, Michael has planned, created and drafted corporate business plans after performing industry and competitive research studies. He was involved in activities while attending full-time MBA program. Sample core functional areas include:• Rescued a major US banking client by re-engineering the service account management team and processes. • Furnished executive account leadership for client while enhancing all aspects of SLA performance. • Successfully restructured account management team, performance reporting, technologies, and processes. • Efficiently surpassed all service delivery goals securing $20M service contract renewal and expansion. • Achieved 400% boost in business revenue with innovative marketing, social media and advertising plans. • Improved new client retention rates to 75% by creating successful customer loyalty and referral programs. Projects Undertaken• Wincor-Nixdorf, Austin, Texas • BANG Salon and Day Spa, Austin, Texas • Intuit Corporation, Tucson, Arizona • Larscom Inc., Milpitas, California

As a Vice President Customer Care, Michael has delivered constant leadership that drove consistent improvements in the delivery of world class customer service and support. He was responsible for a $2 million operating budget and delivering $2.5 million in revenue generation. He led 8 directors and managers also oversaw the performance of 50 direct and 400 indirect service personnel. Sample core functional areas include:• Executed customer service metrics across all channels and monitored the consistent increases. • Evaluated industry publications and best practices to guide the organizational development of policies and procedures. • Administered the communication and operation of field support personnel in 18 worldwide locations. • Directed leadership and mentoring to diverse management team. • Practiced financial acumen, control and leadership in the development, management and accomplishment of annual operating budgets. • Organized and updated full P&L operations in excess of $12M while monitoring compliance of separate branches. • Handled contract negotiations resulting increased in revenues and the reduction of expenses.• Planned tiered service level agreements and led the implementation of Salesforce.com CRM solution. • Offered customer input and suggestions for the design specs of third-generation product. Achievements of this role include:• Successfully launched national support center that transitioned customer care into a profit center generating $2.25 million annually. • Secured $200k annually by directing 2 full-scale relocations of support operations centers with no customer impact.• Enhanced customer satisfaction to 97% and reduced operating expenses 30% by creating a customer satisfaction program, improving metrics and key performance indicators critical to the optimal customer experience. • Compacted installation time 30% and on-site support costs 60% by championing customer care's role in the product development process.

Built 24x7, full-service international customer contact center from the ground up. Executive accountability for operations, staffing, and workflow/process development. 3 direct, 8 indirect reports.* Reviewed, analyzed and applied all laws, rules and regulations for Federal and State insurance requirements, labor relations and workforce rules to recruit, hire, and train a diverse team of customer service and customer support agents, technical experts and contract administrators focused on customer experience. * Worked closely with various government agencies and private entities to negotiate successful contracts for providing equipment, supplies, and labor for the build-out and successful launch of an international customer service, customer support operation designed to deliver revolutionary customer experience.* Created all policies and procedures for the efficient operation of the customer service and customer support organization. Collaborated with Human resources to develop career path and training programs for customer service and customer support employees. * Conferred with board of directors and venture capital representatives to determine organizational goals. Monitored and when necessary, modified processes to ensure the consistent delivery of world class customer service, customer support and customer experience.* Created annual and long term operating budgets for customer service and customer support organizations. Maintained full P&L accountability and oversight.* Monitored all customer service and customer interactions for various contact channels. Performed trend analysis from various technical and statistical data sources to improve customer experience. * Successfully negotiated contracts with partners in countries throughout EMEA, Asia Pac and Latin America. Worked through cultural and language barriers to secure profitable service level agreements.

Championed acquisition integration, operational efficiency, and sustainable revenue growth. Owned P&L and leadership responsibility for 85-member customer service and customer support operations organization. 5 direct reports. $1M budget. 3 contact centers.* Built and lead a 5-member management team with 85 employees, and championed a trend setting virtual technical support methodology. Utilized geographically dispersed field service team members to augment call center, contact center operations to ensure optimal customer experience. * Lead customer service, customer support, and operations teams through numerous post M&A integration strategy and implementation processes, and worked directly with key customer accounts to resolve program difficulties and ensure long-term customer satisfaction, account retention and optimal customer experience. * Expanded international support operations in Latin America through collaboration with new and existing partners to establish common business practices in a multi-cultural, multi-language environment. Acquired expertise in government regulations and processes -- and successfully negotiated and closed profitable new partnerships and customer agreements. * Selected to formulate and execute the post-merger integration strategy of three diverse service and manufacturing organizations, resulting from two merger and acquisitions events. Team building, performance management, process re-engineering and diversity training were among the strategies to align disparate cultures, as well as bridge the gap between the sales, customer service and customer support operations functions.* Transformed training department into an innovative revenue generating organization. Created a new charter; secured resources; launched changes resulting in new revenue streams through web-based training and improved marketing. Drove revenue to a $1.2M run rate and a margin increase to 45% while delivering awesome customer experience.