Mike Shipley Email and Phone Number

EXECUTIVE CONSULTANT

Senior Vice President/General Manager – Support Operations 2015-2020Senior Management responsibilities for Call Center and Dispatch Operations, Business Analytics, Resource Management, Training, Safety, Human Resources, and Recruiting for a $700M field fulfillment organization, supporting 4,000 technicians and 3M sales orders annually Call Center/Customer ExperienceDelivered $7M in annual savings through resource synergies on a $700M field fulfillment organization for 12 consecutive yearsImplemented a Cloud-based contact management solution to increase the quality of customer interactions and stability of the network infrastructure Significantly improved Net Promoter Score ratings from 71% to 92% through implementation of new customer satisfaction survey focused on data analytics and individual accountabilityAchieved a 32% reduction in contact rate through the focus of a balanced employee scorecard Orchestrated all business analytics including employee scorecard, customer expectations, and alignment with finance/budgetary goals encompassing 11 separate customer lines of business Reorganized the recruiting function under the Resource Management team to focus on optimal staffing levels, stabilize service levels and improve customer satisfaction results Safety/Employee SatisfactionLaunched Golden Rules of Safety to align leadership, training and personal accountability resulting in a 50% reduction of OSHA recordable and Workers Compensation incidents. Streamlined Human Resource function to focus on regional employee satisfaction and centralized strategic oversight

Vice President - Customer ExperienceFunctional oversight for Call Center and Dispatch operations, Training and Safety supporting 4,000 technicians for DirecTV’s field fulfillment and customer support services Delivered $7M annual savings by establishing a single operating model for 68 field offices previously operating with inconsistent processes, technology infrastructure, staffing and support philosophies Directed redesign of instructor-led training to a self-paced and proctored environment resulting in an overall reduction of 8 days of new hire training and quality/productivity gains of 30% Implemented ‘Performance Matters’ employee engagement scorecard aligning employee satisfaction to business objectives reducing employee churn by 35%

Vice President – Customer Care Responsible for all operational aspects of a 500-seat call center supporting the video and broadband products Partnered with Marketing and Engineering to support the launch of Insight’s digital telephone productImproved call center service levels from 65% to 83% through productivity focus and quality enhancements Developed a centralized knowledge base placing increased focus on training to improve first call resolution from 49% to 72%

Director – Customer Care Directed a 400-seat Regional Call Center providing Sales, Retention, Billing and Technical support for Charter’s Video, Internet, and Digital Telephone customers Re-engineered operational processes to link Field Operations, Engineering, and Marketing reducing contact rate by 47% while stabilizing overall service levels and customer satisfaction Implemented two-tiered support structure reducing overall truck rolls by 37%

Director – Customer Care Directed Technical Support Center for AT&T Broadband’s High-Speed Internet & Digital Telephone product. Managed 5 outsourced partners totaling 7,000 agentsIncreased new customer retention by 40% equating to additional $576/year/subscriber while reducing inbound contacts by 57% Established strategic direction and implementation of interconnectivity and process standardization between 10 national call centers