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.
• 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.
• 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

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.

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.

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.