Michael Walsh Email & Phone Number

- Promptly diagnosing, resolving and responding to customer inquiries via phone or email using strategic problem solving- Managing a group of 15+ high spend small and medium sized business accounts, establishing rapport and helping grow revenue- Performing weekly client onboarding, continuing to nurture accounts through their lifecycle- Auditing calls and establishing communication with affiliates to provide quality feedback and optimize customer experience- Completing customer expense reports, using data to identify strengths and grow accounts- Training 7 new hires on Customer Success specific protocol and operations procedure

Philadelphia, Pennsylvania, United States

- Managed staff, created schedules and led team meetings- Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.- Trained and mentored new employees to maximize team performance.- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.- Planned and implemented customer conflict resolution protocol and staff-to-management communication protocol.

North Wildwood, Nj

-Trained and mentored new employees to maximize team performance.-Managed schedules, accepted time off requests and found coverage for short shifts.-Coached crew members to optimize performance and motivate toward more efficient work.-Exercised composure under pressure and in escalated customer service scenarios.-Excelled in every store position and regularly backed up front-line staff to keep expertise fresh and relevant.