Michael Hargis, Mba Email & Phone Number

My career passion is building and leading sales, customer support, service, and experience organizations for global enterprises. I have scaled teams to support large consumer products and B2B SaaS businesses. A FEW HIGHLIGHTS- Opened and managed 35+ high-volume omni-channel consumer support centers. Service segmentation, artificial intelligence, self-help, and active agent coaching contributed to superior NPS results of 70-90+ and retention rates greater than 85%. Monthly volumes: 800K calls, 200K email and chat, and 1.6MM self-help transactions. 3,200+ team members with an operating budget up to $105MM. - Built four winning B2B SaaS Customer Success programs. Programs included client service segmentation, journey definition/map, onboarding, client training, ongoing support, up-selling, proactive client recovery, retention efforts, account reviews, and renewals. Renewal rates of 85%+ - Created formal closed-loop data collection processes along the customer journey to identify opportunities to improve agent performance, product quality, upsell rates, and customer retention. Agent CSat 90%+; Product NPS 70+- Developed highly engaged employees through ongoing skill development, accountability, consistent communication, weekly performance feedback, and frontline participation. Employee satisfaction 80-85%; strong employee internal promotion ratesA FOCUS ON ENERGIZED LEADERSHIPI have worked to build strong foundations that give our teams the ability to deliver on customer needs. As a leader, I lean heavily into Jack Welch's ingredients to outstanding leadership (4Es and a P): By bringing energy and fire to my teams, I energize them and allow us to execute on initiatives with passion and vigor. I use learning and career development as the foundational motivator in everything I do and work on exciting teams about the company and personal career challenges ahead. I deeply value the voices and perspectives of each collaborator.

Listed skills include Strategy, Leadership, Strategic Partnerships, Crm, and 27 others.