Michael Gardner Email & Phone Number

Scotch Plains, Nj

· Work with vendors to ensure they are following our safety protocols· Develop scripting for proper delivery standards· Track and follow shipments from p/u to delivery to assure the satisfaction of the customer· Track and enter charges with an eye towards consistency and profitability· Route new shipments ensuring that timelines and costs are met.· Handled all International shipments for my vendor· Using past operational and managerial experience to help streamline office processes to increase efficiency

Pine Brook Nj

· Responsible for improvement of the vendor sites’ customer experience · While at sites worked directly with management team to develop country specific programs to help improve their customer experience with our customers·Worked with the vendors to create a process to develop their staff by looking at the entire call, did they WOW the customer, were they upbeat and confident, were they efficient, etc. rather than taking the call one piece at a time·

Pine Brook Nj

· Oversaw 300 seat call center· Responsible for maintaining and improving KPIs.· Mentored and developed my staff· Involved in all hiring and firing decisions for the site. · Oversaw the Quality Assurance Department· Oversaw the Resource Center· · Handled the downsizing and eventual closing of the International Call Center operations in Pine Brook as it was transitioned to Queens NY· Assisted at two Dish Network call centers that were without a GM or Director. Traveled about half my time from Sept. 09 through April 10 for this while also supervising Pine Brook downsizing

Monmouth Junction, Nj And Thornwood, Ny

· Hired to open new Installation office· Involved in every new hire, from my Installation Manager to my installers· Mentored and developed my staff·· Overseeing the ordering of product, (receivers, switches, cable, etc.), for our warehouse· Overseeing vehicle maintenance

Roselle, Nj

· Acted as a liaison between Dispatch and the Appointment Scheduling Department· Handled escalated customer complaint calls· Acted as a liaison between On Time and the State Department of Health · Mentored and developed my staff· Helped to develop rewards program for driving staff· Investigate and follow up with any appropriate action of any vehicle or patient accidents· Overseeing the on site training of road personnel.· Interacting with the appropriate Boards of Education with regards to any incidents or problems· Supervised the hiring and firing of drivers along with approving any disciplinary actions in conjunction with HR· Oversaw the determining of eligibility for prospective clients, that is, do they require an ambulance or invalid coach and who should we bill. · Oversaw vehicle maintenance and cleanliness· Assisted in the acquisition of new business and helped maintain relationships with current clients· Reviewed processes and procedures regularly looking for new and innovative ways to improve efficiency

50 Main Street, Orange Nj

· Supervised the hiring and firing of drivers along with approving any disciplinary actions· Mentored and developed my staff· Helped to develop rewards program for driving staff· Acted as a liaison between Elite Ambulance and the State Department of Health and the State Medicaid Department· Assisted in the preparation and submitting of weekly payrolls· Investigated and filed accident reports with our insurance carrier and follow-up on the same· Coordinated with our Fleet Manager the scheduling of vehicles for service· Oversaw the determining of eligibility for prospective clients, that is, do they require an ambulance or invalid coach and who should we bill· Made efficiency changes in dispatching to make us more profitable· Would question any processes or procedures that did not seem to be in the best interest of the company and clients· Assisted in the finding and acquisition of new business

Biology

Biology

Activities and Societies: DKE Fraternity