Michael Mitchell Email & Phone Number

Peoria, Illinois, United States

United States

• Develop and Implement training process for social media agents
• Implement self-study program for remote learning
• Use industry best practices to improve quality assurance process
• Project Management for implementation program automation
• Strategic thought leadership
• Align programs to be in compliance with company certifications

Peoria, Illinois, United States

• Implement IDP & Forecasting process
• Provide reporting and insights on quality assurance program
• Create KPI dashboards and processes

Peoria, Illinois

• Managed multiple client programs
• Responsible for the P&L and KPI attainment
• Process Improvement
• Program Management
• Develop leaders to their fullest potential
• Manage client relationship

Peoria, Illinois

• Lead smaller more stategic program
• Responsible for P&L and KPI attainment
• Build strong client relationship
• Process improvement management
• Develop leaders to their fullest potential
• Collaborate with teams at all levels to ensure success

Peoria, Illinois Area

• Train new hires
• Provide recurrent training
• Develop material for new hire onboarding
• Coach and develop agents
• Suggest process improvements
• Monitor contacts

Peoria, IL

• Troubleshot and resolved Internet connectivity and general software and hardware issues.
• Collaborated with the global team to resolve IT support cases.
• Set up, tested and configured networks, desktops, laptops and printers.
• Resolved technical issues for clients in person, on the phone and via e-mail.

Peoria, Illinois Area

• Maintained up-to-date records at all times.
• Developed effective relationships with all call center departments through clear communication.
• Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
• Provided cross training to 65+ staff members.
• Trained staff on how to improve customer interactions.

Peoria, Illinois Area

• Built customer loyalty by placing follow-up calls for customers who reported product issues.
• Developed effective relationships with all call center departments through clear communication.
• Addressed customer service inquiries in a timely and accurate fashion.
• Provided accurate and appropriate information in response to customer inquiries.
• Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.