Michael Wishnick Email & Phone Number

Jackson, NJ, US

Princeton, New Jersey, US

Responsible for the daily operations of the Call Center and Customer Service department. Duties include hiring, training, performance management, processes, and resolving customer issues. Supervising the work of call center employees engaged in the assistance of ordering medical devices for customers and partners. This includes the tracking of deliveries.

Pleasanton, CA, US

Oversee Customer Care and Technical Support Teams. Responsible for Tier1 Customer Service and Billing, Tier 2 Technical Support, and Tier 3 Partner Network Services. Support Direct and Partner installations by providing best practices to ensure a seamless installation. Continue to grow the account management team to provide health checkups on existing.

New York, NY, US

• Supervised and managed a global 24/7 support level II team focused on the support for WW website and Mobile App which receives 1M+ visitors daily.
• Led a successful initiative to reduce 1K+ trouble tickets by implementing internal conflict resolution tactics to close the tickets.
• Maintained subject matter expert (SME) knowledge of the platform from both the front and end user perspective to resolve issues and meet SLA agreements for customers and partners.
• Spearheaded User Acceptance Testing (UAT) testing by developing test cases, tracking results, and working with the IT teams to ensure any deficiencies were addressed prior to implementation.

New York, NY, US

• Specialized in assisting 3+ government agencies with implementing Customer Support recovery programs following natural disasters such as hurricane relief program and victims of hurricanes.
• Traveled to start-up and existing Call Centers in NYC, Puerto Rico, USVI to train a hire staff, while developing custom training tools while managing administrator infrastructure and software, resulting in efficiency.

Support software developed specifically for Enterprise Lease Accounting. Create and hire the Global Customer Support team for 24 x 7 follow the sun support. Manage Tier 1 and Tier 2 teams in Mumbai India, Virginia, New York, and Canada. Develop a vision and internal infrastructure. Ensure proper resolution for customer issues that require management.

London, England, GB

• Instrumental in the management of confidential collection projects for past due client accounts of over $1M.
• Incubated and scaled a lean team of account management specialists for an efficient and cost-effective customer coverage strategy that maintains our ‘customer-first’ experience.
• Capitalized on subject matter expert knowledge in onboarding new customers, training, hiring, implement salesforce, chat, email support, support billing, technical support, and software issues.
• Supported Collectrium enterprise software delivering excellent Customer Support and Technical expertise on platforms including OSX, Windows, Android, and IOS across a varied client base.

Toronto, ON, CA

• Successfully managed remote support teams of 500+ globally: United States, Asia, India, and the United Kingdom.
• Recruited, trained, and mentored many support specialists delivering solutions.
• Authored customer service and technical support documentation to increase department for One Source Accounting Suite. Design SL, Training, Implemented Salesforce, Integrated telephony, and voice.
• Standardized resource allocation and operated within budgetary constraints.

New York, NY, US

• Guided an industrious Level I Support, Level II Technical Support, and entitlement onboarding team.
• Accelerated the development of a new team of 4 Level II support specialists focused on issue escalation, product and service roll-out, training, and specialized customer engagement.
• Transitioned AP Broadcast Products to AP Customer Support including graphics, images, money & markets, editorial resends and online video network support.

New York, NY, US

Technical Support Manager for Wall Street Journal Online, Barons, and MarketWatch. Managed the Customer Service Team ensuring that customers were satisfied with the Dow Jones Online Products.

New York, NY, US

Responsible for Global Call Center Operations in the United States, United Kingdom, and Australia. Managed the global teams providing first and second level product support to external customers, including many on the Fortune 500 company lists, corporate partners, internal users, and global sales teams. Held primary responsibility for the Technical.

OO

• Provided systems and desktop software end user support for various Microsoft Windows Network environments. Designed, configured and implemented Windows NT 4.0 network. Configured WINS, DNS, and DHCP services..
• As a member of the Systems Support Team, designed and implemented Windows NT networks in branch offices across the country.

US

Conducted on-site instruction for group customer training, as well as one on one troubleshooting. Provided Customer Service on a variety of open software systems for a global client base. Supported IBM RS/6000 and IBM Personal Computers for AIX, DOS, and Microsoft Windows operating systems. Published works include tutorial tips and on-line help screens for.