Mike Haney Email & Phone Number

Pottstown, Pa, Us

Philadelphia, Pennsylvania, United States

-Led a remote Operations Control Center Dispatch union team, balancing workload distribution, managing work orders, and ensuring timely completion to support Verizon’s field operations. -Created and facilitated weekly huddle presentations to keep teams aligned on goals, performance metrics, and key priorities, building a culture of accountability and engagement. -Conducted monthly coaching sessions and one-on-one performance reviews, monitored service levels, and resolved… Show more -Led a remote Operations Control Center Dispatch union team, balancing workload distribution, managing work orders, and ensuring timely completion to support Verizon’s field operations. -Created and facilitated weekly huddle presentations to keep teams aligned on goals, performance metrics, and key priorities, building a culture of accountability and engagement. -Conducted monthly coaching sessions and one-on-one performance reviews, monitored service levels, and resolved escalations. -Interpreted labor agreements, managed grievances, and responded promptly to customer complaints to ensure optimal resolution and satisfaction. Show less

Philadelphia, Pennsylvania, United States

-Supervised 30 union fiber optic technicians in all aspects of installation, repair, and maintenance for voice, data, and video services. -Organized and facilitated weekly meetings with 60+ field technicians to update them on current metrics, performance standings, and key objectives, ensuring alignment and transparency. -Conducted monthly quality and safety inspections, provided coaching, and implemented new training initiatives to ensure adherence to regulatory and company… Show more -Supervised 30 union fiber optic technicians in all aspects of installation, repair, and maintenance for voice, data, and video services. -Organized and facilitated weekly meetings with 60+ field technicians to update them on current metrics, performance standings, and key objectives, ensuring alignment and transparency. -Conducted monthly quality and safety inspections, provided coaching, and implemented new training initiatives to ensure adherence to regulatory and company standards. -Managed escalated customer complaints and damage claims, removing roadblocks to maintain efficient service and high quality. Show less

Wilmington, Delaware

-Escalation Supervisor, managed complex technical issues and chronic service challenges, including advanced troubleshooting, configuration support, and installation assistance for escalated calls. -Collaborated with multiple departments to ensure prompt, effective issue resolution for complex service cases. -Created and facilitated multiple training workshops for 80+ technical support agents, improving agent skills in digital tools, troubleshooting, and customer service… Show more -Escalation Supervisor, managed complex technical issues and chronic service challenges, including advanced troubleshooting, configuration support, and installation assistance for escalated calls. -Collaborated with multiple departments to ensure prompt, effective issue resolution for complex service cases. -Created and facilitated multiple training workshops for 80+ technical support agents, improving agent skills in digital tools, troubleshooting, and customer service. -Subject Matter Expert (SME) for AOL email migrations, and provided technical support in areas such as voice activation, PC and home router configuration, video service, and set-top box assistance. Show less

United States

-Handled escalated and chronic service calls to full resolution and ensured follow-up for customer satisfaction.-Worked closely with departments to coordinate solutions and promptly address customer issues.-Installed and configured broadband modems, wireless routers, and network infrastructure across residential and commercial settings, troubleshooting complex issues as needed. -Mentored fellow technicians on best practices and safety protocols, helping to ensure team… Show more -Handled escalated and chronic service calls to full resolution and ensured follow-up for customer satisfaction.-Worked closely with departments to coordinate solutions and promptly address customer issues.-Installed and configured broadband modems, wireless routers, and network infrastructure across residential and commercial settings, troubleshooting complex issues as needed. -Mentored fellow technicians on best practices and safety protocols, helping to ensure team adherence to industry standards. -Independently prioritized tasks and used diagnostic tools to troubleshoot equipment, maintaining clear communication and delivering a high level of customer support. Show less

United States

-Collected movies from kiosk machines, maintained daily records of inventory, and tracked product distribution to each location. -Delivered quality customer service by interacting regularly with store managers, employees, and Redbox personnel. -Provided updates on machine status and customer accounts to management and ensured all machines and merchandise were secure, reporting any vandalism or theft and investigating inventory discrepancies. -Maintained machines in… Show more -Collected movies from kiosk machines, maintained daily records of inventory, and tracked product distribution to each location. -Delivered quality customer service by interacting regularly with store managers, employees, and Redbox personnel. -Provided updates on machine status and customer accounts to management and ensured all machines and merchandise were secure, reporting any vandalism or theft and investigating inventory discrepancies. -Maintained machines in clean, working order, performed routine maintenance, and stocked merchandise to optimize presentation and sales. -Adhered to company merchandising standards and responded to special product requests from management. Show less

Merchandise store shelving, coolers and displays with Canada Dry products in accounts assigned by supervisor.Utilize promotional material (signs, banners) in accounts.Keep back room stock in neat and orderly condition.Communicate sales results to store and Canada Dry management.Build customer relationships at store level.

Install and Repair Wide-format printers.

A+ Certification, Information Technology/ Networking

Education record