Mike True Email & Phone Number

Olathe, Ks, Us

United States

Olathe, Kansas, United States

Overland Park, Kansas, United States

Managed the solar panel installation projects for our customer’s solar system purchases for a specific region and type of projects. Lead and guided the customer through the different phases of a solar panel installation construction process; design, permitting installation, inspection, utility approval and system turn on. Overcame project bottlenecks and communicated to customers to maintain project velocity and to keep the customer experience highly rated.

Kansas City, Missouri

Lenexa, Kansas

Manage the sales, inventory and work processes for my assigned department. Have direct sales contact with retail customers answering question regarding product features and availability. Track loss and inventory leakages and report to store and district management. Assign work to co-workers assigned to my department. Train and monitor performance, as required, when new employees work in my department. Manage the distribution of inventory from warehouse and positioning of merchandise on sales floor or placement in the stockroom. Process inventory returns back to distribution warehouses. Discuss process and report improvement with manager.

Lenexa, Kansas

Managed the sales, inventory, and work processes for my assigned departments. Served as manager on duty, directing the performance of store staff to meet sales, operational efficiency and customer satisfaction. Key holder, responsible to open or close store as scheduled. Maintained and audited control over monetary funds. Required to coach employee performance and take corrective action as required. Handle escalated customer complaints and take appropriate action as needed. Managed the operational flow of inventory through offload process and out to the sales floor. Processed inventory returns back to distribution warehouses. Created and implemented process improvements to increase department performance and efficiency.

Lenexa, Kansas

Overland Park, Kansas

Maintained the integrity of the Quality Assurance (QA) observation process across three outsourced vendor locations (300+ agents) responsible for $180 million in total receivables per month. Created and implemented QA strategic direction for Collections, Bankruptcy, Fraud and Payment Operations Case teams. Ensured the quality and effectiveness of customer contacts, through the use of quality assessments, results analysis and performance coaching. • Exceeded QA goals for 50 straight months (02/06 – 04/10)• Created QA program from the ground floor including; all hiring and job function design, strategy, focus, assessment forms, metrics and reporting • Scored 4.83 (out of 5.00) on his team’s employee engagement assessment• Mentored 20 people in career development strategies

Overland Park, Kansas

Project managed department resources used to capture offsite Finance processes and methods & procedures (M&Ps). Facilitated process documentation and capture sessions with process owners. Converted brown paper (task on node) process lay down and process workbench documentation into Microsoft Visio format. Identified broken processes and/or improvement opportunities during process review sessions. Compiled training handbooks based on process documentation previously captured.• Project managed the resources (4) needed to capture, move and create training for payment operations processes (15) being moved from Dallas, TX office to Overland Park, KS office during an organizational consolidation• Taught myself how to use Microsoft Visio and Project to become a more valued asset to my manager and team

Overland Park, Kansas

Program/Project Manager (2000 - 2002) - Accountable for the development of processes that drive strategic and/or operational improvement at company owned and vendor call centers. Analyzed performance and resource management data to identify trends, and suggest corrective actions needed to exceed operational targets. Developed and communicated performance measurement processes and metrics. Conceptualized and implemented the QA process in the Accounts Receivable department. Collaborated in the ongoing assessment of process improvements required to maintain a “World Class” level of customer contact excellence in our collection call centers.• Managed QA program including; all hiring and job function design, assessment forms, metrics and reporting• Created spreadsheets and graphs to show individual supervisor’s group progress toward call center performance objectives (Average Handle Time, Average Wait Time, & Non Productive time)• Collaborated on the design and implementation of a Balanced Scorecard performance evaluation process• Conceived and implemented a system to monitor manual work process performance to allow for reprioritization based on available resources and current workload volumes to allow team to reprioritize • Served as Back-up Team Leader/Assessor during the Chairman’s Quality Award process (based on the Malcomb Baldrige Award criteria)• Served as the Team Advisor during the Chairman’s Quality Award process (based on the Malcomb Baldrige Award criteria)

Gardner, Kansas

Served as the Accounts Receivable regional point of contact for; customers, management, and sales teams. Evaluated and assigned appropriate credit lines for new and established accounts. Negotiated the release of orders outside of the established credit lines, or ones needing special terms. Resolved customer disputes due to pricing, damaged/missing, or returned goods. Reconciled invoicing errors and payment application issues as needed to procure customer payment. Recommended 3rd party collection activity when internal collection efforts were unsuccessful. Communicated daily with sales team when collection activities involved delaying shipments to their top level customers.• Certified and served as an Assessor for the Chairman’s Quality Award process (based on the Malcomb Baldrige Award criteria)• Sprint Quality Team Leader (Process Improvement Project Management Team)• Certified trainer/facilitator of Diversity Awareness training• Certified trainer of Career Development for Employees• Maintained Collections performance while assisting regional salesperson to become the number one salesperson in the division

Bachelor Of Arts (B.A.), Business Administration And Management, General

Ba, Business Administration

- Certified Assessor/Team Leader/Advisor - Chairman’s Quality Award process (based on the Malcolm Baldrige national Award criteria).