Michael Terrell Email & Phone Number

Pleasanton, California, Us

- Led and delivered new Workday features and functionality to customers, ensuring seamless integrations and superior customer experience. Worked cross-functionally with product management, development, and design teams to identify and resolve issues.- Led testing of Workday Student financials, advocating for customer needs and ensuring high quality releases.- Facilitated Scrum events as Scrum Master, driving agile practices and coaching the team to become more self-organizing and efficient, increasing sprint delivery success by 20%.

Pleasanton, California, Us

- Improved the internal and external Workday customer experience as the subject matter expert and ensured users fully leveraged the suite of global applications by analyzing customer feedback and leveraging operational metrics to optimize business processes. Managed cross-functional collaborations to meet operational goals and product improvement timelines.- Led operational initiatives to improve response rate by 70% and resolve customer queries more effectively for customer brainstorms and customer Q&A forums.- Managed stakeholder communication and presented customer insights and product improvements by regularly gathering and analyzing customer data.

Los Gatos, Ca, Us

- Lead operations and projects, managing a team of 14-18 representatives to ensure exceptional customer experiences and meet performance goals. Boosted KPIs and operational efficiencies, identifying issues and opportunities by analyzing metrics and trends.- Led crisis management efforts, triaging technical issues, handling customer-facing outages, and supporting beta testing to ensure quick resolution during high-volume periods.- Analyzed data KPIs to drive operational efficiencies, improving first-contact resolution by 38% through targeted process changes and better resource allocation.- Collected and analyzed multiple levels of employee and stakeholder feedback while driving improvements to tools, methods, and operations.

Los Gatos, Ca, Us

- Spearheaded complex corporate escalation issues including fraud and technical problems, while providing resolutions through innovative problem-solving and exceptional customer service. Investigated, documented, and prioritized issues via email and chat support channels.- Drove product improvements by communicating technical trends and customer insights to product engineers, helping to refine and enhance core features based on customer feedback.- Mentored Tier 2 agents to reduce escalations by providing training on technical triage and proper escalation processes, improving the team’s first-call resolution rate.

Los Gatos, Ca, Us

- Led projects aimed at improving escalation process across five countries, collaborating with global vendors and internal teams to streamline procedures and reduce response times.- Diagnosed and resolved complex technical issues spanning hardware, software, and networks while working closely with product engineering teams to resolve root causes and identify system-wide improvements.

Boston, Massachusetts, Us

Jobspring Partners is a nationwide technology recruiting firm. We help highly skilled software developers, network engineers, systems administrators and interface professionals find jobs in growing, technically-advanced companies. We help companies with challenging technology needs locate the talented IT professionals they need to move their businesses forward. Jobspring Partners uses a positive, team-based model that’s unique in recruiting and placement. We are committed to setting the standard for client satisfaction in our industry

Bachelor'S Degree, Communication

Education record