Michael Kruse Email & Phone Number

There's almost nothing more frustrating than the restaurant getting your order wrong or having to call customer service multiple times to resolve an issue. My passion for accuracy, empowerment, and customer service originates from this feeling. After years of working hard to provide memorable experiences for customers face-to-face in the food industry, I wasn't sure if a call center environment would be right for me. What I've learned in the last 6+ years is that my passion for providing world-class service can't be restrained by any medium. I have also been blessed with the opportunity to discover the thrill of coaching others towards success and developing the next sought-after leadership candidates. I love working with individuals that share a team-first mindset and come from a diverse set of backgrounds. I am a firm believer that if I can become successful in what I do, then so can anyone else that is willing to put in the effort and time so I enjoy finding ways to instill that same belief in my team. I always share with my agents that I am a product of hard work, dedication, a sprinkle of natural skill, and a group of mentors and leaders that taught me many of the tools that I still use today to be effective. Currently, my main duties consist of:1) Reviewing potential elevated complaint situations and ensuring satisfactory resolutions are provided.2) Reviewing phone, email, chat, and Underwriting interactions to ensure compliance with policies, procedures, and the best customer experience is provided. 3) Develop actionable, clear feedback for agents to improve their interactions.4) Supplemental reporting duties.5) Creating and revising Quality Assurance Procedures and Process Control documents.6) Train new agents joining the departmentWins:1) Pioneered the Quality Assurance department at the Glendale location.2) Developed numerous agents to be promoted to positions in leadership and other desired areas.3) Heavily contributed to multiple large-scale changes to the Quality Assurance scoring models.4) Prevented countless complaints to third parties and ensured customers' satisfaction.5) Created templates for schedules, procedures, policies, and coaching.6) Re-Formatted the company Org Chart.Outside of work I enjoy reading, learning Spanish & Japanese, listening to podcasts, listening to music, golfing, and spending time with my daughter.