Michael Lewallen Email & Phone Number

Broken Arrow, Ok, Us

Tulsa, Oklahoma

Responsible for providing expertise and skills needed to effectively plan, develop and support information system telecommunications and applications on the multi-company infrastructure. Coordinates projects regarding assessment, planning and implementation of current system updates, future system enhancement and replacement needs for the organization. Provides customer guidance in the areas of application support, data retrieval and general software and database activities. Participates in… Show more Responsible for providing expertise and skills needed to effectively plan, develop and support information system telecommunications and applications on the multi-company infrastructure. Coordinates projects regarding assessment, planning and implementation of current system updates, future system enhancement and replacement needs for the organization. Provides customer guidance in the areas of application support, data retrieval and general software and database activities. Participates in quality review of products and systems supported and gives expertise evaluation of organizational needs. Create and generate documents from patient handouts to user training documents for technological changes in the environment. Show less

Tulsa, Oklahoma Area

Contact Service Technicians to review availability of their daily schedules and dispatch the technicians to service calls for completion. Schedule return trips with customers when parts are in. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers.

Tulsa, Oklahoma Area

Working from a standard protocol, utilizing a documented process to respond to customer issues. Successfully resolve simple technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems. Working remotely via telephone, email, e-chat, etc. to respond to first level technical issues. Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and is… Show more Working from a standard protocol, utilizing a documented process to respond to customer issues. Successfully resolve simple technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems. Working remotely via telephone, email, e-chat, etc. to respond to first level technical issues. Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and is continued products, and parts.Contribute to the improvement and development of the team. Participate as an observer in assessments and be aware of findings. Represent HP in activities of the clients involved. Provide feedback to enable the publication of a mutually agreed internal and external assessment. Participate in the internal auditing program as an assessor. Liaise with management to arrange external assessments and assignments. Liaise with client owners and core teams to organize assessments and assignments. Responsible for planning and presenting assessments and training for the team. Be aware of management reviews and provide update to management and external assessors. Create schedule for the team to better handle call volume based on client influx.Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers and current agents. Draw an overall or individualized training and development plan that addresses needs and expectations. Deploy a wide variety of training methods including computer based training, one on one models and classroom training methods. Conduct effective induction and orientation sessions. Monitor and evaluate training program’s effectiveness and report on them. Provide opportunities for ongoing development. Resolve any specific problems and tailor programs as necessary. Maintain a keen understanding of training trends, developments and best practices. Show less

Responsible for training of Technical Customer Service Representatives who handle inbound customer calls relating to possibly of repairing, replacing or denying service on warranty contracts as well as some terminations of contracts upon customer request. Create, and foster a positive, energetic and results- driven retention, technical support and customer oriented environment. Be a product consultant and information provider for the customer and CSR's by maintaining knowledge of current and… Show more Responsible for training of Technical Customer Service Representatives who handle inbound customer calls relating to possibly of repairing, replacing or denying service on warranty contracts as well as some terminations of contracts upon customer request. Create, and foster a positive, energetic and results- driven retention, technical support and customer oriented environment. Be a product consultant and information provider for the customer and CSR's by maintaining knowledge of current and existing hardware/software of computer based electronics, appliances, office equipment and basic electronics. Responsible for maintaining an acceptable proper Quality Assurance rated percent while following all policy and procedure guidelines. Communicate current, new and test programs and call center policy, procedures and practices either orally or in writing to CSR's Leads CSR's to performance excellence in a fast-paced, problem-solving, technical environment which changes frequently. Responsible for team administrative duties such as schedule adherence and attendance. Suggests methods to improve customer and employee satisfaction. Supervises a classes of 12 CSR's. Coaches and develops classes in all areas of performance including, but not limited to, long term customer satisfaction, and productivity. Creates a high energy and passionate sales environments by motivating CSR's to excellence. Monitors employee performance and customer service by having a high level of engagement with CSR's. Sets and follows up on performance goals and objectives. Ensures CSR's have the required training and that CSR's are kept knowledgeable on current marketing goals and save strategies. Performs some administrative processes such as timekeeping, preparing documents and reports as needed. Also responsible for the development and implementation of new lines of business training, training protocol, training agendas, training PowerPoints and handouts. Show less

Tulsa, Oklahoma Area

Oversee daily auditing, posting and balancing of cashier's work for Food and Beverage as well as charges posted to rooms paid. Posts and balances daily work for the hotel. Ensures credit card system reconciles to daily transaction list from rooms. Trains, supervises, schedules and assists in evaluating staff. Also held position as a bellman to assist guests with their luggage and to show guests to their room. Drive guests to locations of their choosing as well as to and from the airport.

Setting and meeting performance targets for daily stats; planning and managing change. Managing the daily running of a Late Stage Collections team. Liaising with Unit Managers and Senior Managers to gather information and resolve issues. Maintaining an up-to-date knowledge of industry developments. Monitoring random calls to improve quality, minimize errors and track performance. Reviewing the performance of staff, identifying staff training needs and planning training sessions.… Show more Setting and meeting performance targets for daily stats; planning and managing change. Managing the daily running of a Late Stage Collections team. Liaising with Unit Managers and Senior Managers to gather information and resolve issues. Maintaining an up-to-date knowledge of industry developments. Monitoring random calls to improve quality, minimize errors and track performance. Reviewing the performance of staff, identifying staff training needs and planning training sessions. Recording statistics, user rates and the performance levels of the centre, and preparing reports. Handling the most complex customer complaints or enquiries; Coaching, motivating and retaining staff. Developing, implementing and reviewing core responsibilities and tasks. Analyzing performance statistics and making decisions on the basis of these statistics. Improving performance by raising efficiency. Show less

Coach/Develop from direct reports in all areas of performance including but not limited to quality, quantity, productivity and attendance; monitor individual calls and provide feedback regarding quality and call handle time; present monthly performance scorecard to direct reports and provide EC with information regarding salary increase if the EC met specific annual performance goals; review and approve Time Cards weekly; responsible for managing team and individual schedule adherence and… Show more Coach/Develop from direct reports in all areas of performance including but not limited to quality, quantity, productivity and attendance; monitor individual calls and provide feedback regarding quality and call handle time; present monthly performance scorecard to direct reports and provide EC with information regarding salary increase if the EC met specific annual performance goals; review and approve Time Cards weekly; responsible for managing team and individual schedule adherence and attendance; responsible for communicating policy updates and company information through team meetings, pre-shift briefings and one-on-one development sessions; handle escalated customer issues and works directly with customers to bring about resolution; manage employee issues regarding attendance, performance, behavior, and delivers appropriate disciplinary action as needed; implemented a new cart and receiver inventory process to make a more organized standard inventory process. Show less

Tulsa, Oklahoma Area

Coach and develop direct reports in all areas of performance; monitor individual calls/provide feedback regarding quality and call handle time; responsible for managing team and individual schedule adherence; responsible for communicating policy updates and company information through team meetings and 1 on 1 development sessions; handle escalated customer issues; manage employee issues and deliver appropriate disciplinary action as needed; conduct on the job training and continuing education;… Show more Coach and develop direct reports in all areas of performance; monitor individual calls/provide feedback regarding quality and call handle time; responsible for managing team and individual schedule adherence; responsible for communicating policy updates and company information through team meetings and 1 on 1 development sessions; handle escalated customer issues; manage employee issues and deliver appropriate disciplinary action as needed; conduct on the job training and continuing education; process improvement training, and leadership education; provide employee coaching to enhance skill development; participate in activities designed to improve customer satisfaction and business performance; provide input to training curriculum, based on classroom experience; enter module assignments in online program for new hires; initiated the “Bridging Companion” program putting experienced agents with new employees to show them more efficient ways of fulfilling their job requirements. Show less

Tulsa, Oklahoma Area

Promotes and accomplishes sales objectives through proper merchandising techniques and training of associates to make the store operations more efficient in order to meet changing customer requirements and the company's business plans. Promotes effective two-way communications with customers and all store associates, identifies areas needing improvement and develops programs and methods to cultivate customer goodwill, positive staff interaction and promote team work and high moral. Empowers… Show more Promotes and accomplishes sales objectives through proper merchandising techniques and training of associates to make the store operations more efficient in order to meet changing customer requirements and the company's business plans. Promotes effective two-way communications with customers and all store associates, identifies areas needing improvement and develops programs and methods to cultivate customer goodwill, positive staff interaction and promote team work and high moral. Empowers associates to handle customer complaints properly and professionally. Conducts timely store meetings to discuss goals, accomplishments and changes. Responsible for all facets of store operations, store conditions and appearance. Insures the proper use and maintenance of all physical facilities and store equipment, manages the stock and controls how company assets are utilized. Promotes awareness of loss prevention and security issues so as to protect company assets. Show less

Tulsa, Oklahoma Area

Bag, box or parcel purchases for customers or for shipment or delivery to customers. Carry customer's purchases to parking lot and pack in vehicle Unpack products received by store and count, weigh or sort items Use barcode scanning equipment to record incoming stock, verify pricing and maintain computerized stock inventory. Price items using stamp or stickers according to price list. Attach protective devices to products to protect against shoplifting. Stock shelves and display… Show more Bag, box or parcel purchases for customers or for shipment or delivery to customers. Carry customer's purchases to parking lot and pack in vehicle Unpack products received by store and count, weigh or sort items Use barcode scanning equipment to record incoming stock, verify pricing and maintain computerized stock inventory. Price items using stamp or stickers according to price list. Attach protective devices to products to protect against shoplifting. Stock shelves and display areas and keep stock clean and in order. Fill mail orders from warehouse stock. Obtain articles for customers from shelf or stockroom. Direct customers to the location of articles sought. May sweep aisles, dust display racks and perform other general cleaning duties. May operate cash register and computer for electronic commerce transactions. Show less