Michael Palchak, Pmp Email & Phone Number

Greater Seattle Area

· Designed and owned execution of replacing 23 critical integrations between ERP, website platform, and ordering system as part of 20MM ERP migration with 95% uptime during deployment.· Led 10MM advertising platform migration from in-house platform to Google Ad platform with zero downtime and retention of 20MM client contract.· Migrated global customer facing Microsoft application between Azure tenants with zero downtime to ensure security compliance and retain contract.· Deconstructed on-prem data center and migrated needed VM's to Azure Cloud resulting in 2MM annual savings and 20% decrease in support resources.· Led stakeholder meetings with internal and external teams while owning ~35 projects YOY with multiple +1MM projects

Greater Seattle Area

· Migrated and led customer outreach for ~3000 domains as part of company separation with 98% success rate· Directed 600+ OEM client website installations from beginning to-end including configuration, build-out of CRM, customer integration, enrollment processes, and maintenance.· Passed OEM security compliance examination with 96.3% success rate and ensured participation in 10MM website and advertising program· Led deployment to 800+ customers of updated inventory tools to allow for customer personalization, OEM integration, and targeted advertising

Greater Seattle Area

· Managed large-scale $4M launch project that overhauled, enhanced, and improved the billing and maintenance processes in support of OEM projects.· Migrated +800 clients to next generation website platform, resulting in 130% increase in view to click YOY· Led build of new 2 new OEM programs resulting in + 80 new websites for 120K growth yearly· Deployed new image PDF enhancement to ~400 OEM websites to ensure full program compliance and continued program participation.

Greater Seattle Area

Managed a team of Account Managers, delivering proactive and reactive superior technical support and client service across 500+ auto dealerships within the top-tier client care service department.LEADERSHIP & MANAGEMENT:Led and managed a team of 12+ employees including hiring, training and development, and career management. Continually developed, guided, and improved performance of the Account Advocates and Managers. Delivered formal and informal employee feedback with the goal of enhancing morale and optimizing performance. Met regularly with the team to communicate updates to company goals, strategies, and client needs. Made certain team members were utilizing a suite of analytics tools in order to deliver regular dealership reports.DIGITAL PROJECT & CLIENT DELIVERABLES:Served as the point of escalation when clients requested a senior team member. Resolved complex matters. Assigned clients (auto dealerships) to team members, with approximately 50 dealerships per employee. Ensured Account Advocates managed technical, website, content, design, SEO, and advertising for clients. Resolved client problems, issues, questions, and complaints in a timely and comprehensive manner. Interfaced with the services department regularly to ensure customer needs were being met.KEY ACCOMPLISHMENTS:→ Actively developed organizational and delegation skills via coordinating numerous personal and department projects.→ Promoted from an individual contributor role to a leadership and managerial role due to demonstrated success in project management, cross-team collaboration, and work ethic.→ Successfully led team to achieve high performance scores and comments, measured via customer satisfaction surveys and scores, delivery against SLAs, and metrics of open / closed tickets.→ Enforced compliance on monthly tasks for multiple teams, with achievements as the first team with completion percentages for all months.

Greater Seattle Area

Delivered technical support and excellent client service for 50+ client auto dealerships, ensuring website, digital advertising, SEO, and email marketing needs were delivering against KPIs.Proactively delivered website performance reports to clients monthly, including metrics and analysis. Made recommended SEO, advertising, and website UI adjustments for clients based upon website performance. Assessed key client metrics including phone leads, clicks and views per page, visitor ratio, and advertising metrics.KEY ACCOMPLISHMENT:→ Due to achievements as an Account Advocate, identified by leadership as one of the first internal team members to be developed for a team leadership position.