Mike Smith Email & Phone Number

United States

Dallas/Fort Worth Area

Spearheaded a high-performing team of 25+ Technical Analysts and Project Managers, driving digital operational excellence within a leading SaaS organization. Championed strategic initiatives, including system integrations, incident management (IR/SR), service model enhancements, and cross-functional product developments, ensuring alignment with corporate goals. •Managed incident ticket routing to improve system functionality via the Change management process, utilizing JIRA, Rally and Remedy Force to enhance system functionality and client experience. This included IRs, SR, EPICs and User Stories.•Enhanced project management methodologies, improving scope definition, scheduling, and execution, leading to a marked increase in operational efficiency and client satisfaction. •Developed and implemented a framework for Salesforce prioritization, balancing resources optimally across projects to meet and exceed organizational objectives. Project Leadership and Business Process Improvement•Spearheaded and contributed to diverse projects and task forces aimed at enhancing business processes and systems, particularly focusing on Mergers, Acquisitions, and operational efficiency initiatives for Thryv.•Managed projects of substantial complexity, incorporating both process/system changes and cross-functional impacts, for successful outcomes.Team Management and Resource Optimization•Strategically planned and organized team workloads, prioritizing tasks to optimize resource allocation across all projects, aligning with organizational and enterprise goals.•Oversaw budget management, ensuring project expenditures adhered to allocated budgets, while fostering a mentoring environment to enhance team capabilities and deliver high-quality results.Project Planning and Execution•Played a pivotal role in cross-functional project meetings, ensuring effective communication and collaboration across teams, and facilitated essential training sessions to support project success.

Dallas/Fort Worth Area

Manage a hybrid team of Business Analysts (6) and Project Managers (5) that support Dex Media's digital operations organization; e.g. Digital Product Fulfillment. Primary focus is on digital product trials, new digital product roll-outs, system design requirements, systems conversions, process implementation, and ongoing support in both in-house and vendor/partner fulfillment workflows.

Lead Business Systems Analyst working on process design/improvements, system integration, and vendor relation/fulfillment for several products offered by Dex Media.Responsible for gathering system requirements from the assigned client base utilizing the ECM process (Enterprise Change Management).Attend weekly ECM Cross-functional meetings to articulate impacts.Present ECMs to the ECM Director board for prioritization.Manage ECM administrative tasks using ECMO (Enterprise Change Management Online); provide functional impacts and collaborate with functional implementation teams.Collaborate with clients to capture enhancement requests and conduct savings/cost analysis.Serve as a user story writer for various reporting and systematic updates regarding product initiatives, collaborating with Scrum Masters, IT architects, developers, support, and QA teams under Agile methodologies.Collaborate with IT/Business Relationship teams to review requirements and make adjustments as necessary.Ensure prioritization and implementation of requirements from designated sprint daily stand-up meetings through sprint releases.Tasked with the collection of business requirements from internal stakeholders to facilitate the alteration of system flows and processes through the change management and agile methodology lifecycle.

Richardson, Tx

Managed comprehensive call center operations, leading 18 direct and 200+ indirect reports, focused on enhancing the customer experience and operational efficiency. •Achieved top vendor status for AT&T U-Verse through strategic leadership in sales, quality assurance, and workforce management, significantly improving productivity and customer satisfaction metrics. •Drove the establishment and staffing of an additional call center, managing a volume of 62,000+ calls per month, and ensuring optimal staffing and scheduling for unparalleled service delivery.

Managed 25 Billing Agents responsible for all billing functions within the Internet Billing functions for Superpages.com Led a team of 25 Billing Agents, overseeing internet billing operations for Superpages.com•Ensured accurate and efficient billing and credit adjustments for 50,000+ customers. •Implemented process improvements and customer service strategies, enhancing call distribution efficiency and customer satisfaction.