Mike Sollars Email & Phone Number

Ann Arbor, Michigan, United States

Ann Arbor, MI

Farmington Hills, MI

• Establish strategic data-driven solutions and insights to support sales, marketing, customer experience, user experience, sales, customer satisfaction and software engineers.
• Develop customized business intelligence dashboards utilizing Tableau, Data Warehouse, Alteryx, and Google Analytics
• Collaborate with strategic business partners (ex. Google, Wikipedia, Microsoft) to successfully deploy data integration projects, ensuring that Gale content can be easily surfaced within external discovery layers.
• Work within Agile development teams to prioritize and coordinate backlog items to accomplish the overall product strategy

Farmington Hills, MI

• Act as the primary technical liaison for consortia and strategic accounts valued over $11M annually. Create custom web based solutions to exceed customer expectations
• Coordinated onsite technical reviews of customer implementations, training, sales presentations, and provide recommendations for enhancing existing implementations
• Analyzed trends in customer usage using Alteryx, Google Analytics and Data Warehouse
• Develop web based solutions using HTML, JavaScript, CSS, PHP, and MySQL

Farmington Hills, MI

• Managed, developed and evaluated performance of 10 employees tasked with providing direct Technical Support for Cengage Learning customers.
• Increased customer satisfaction by developing monthly quality monitoring and coaching. Conducted reoccurring training sessions on Gale products and services.
• Improved call center ACD metrics ensuring that service level agreements were met or exceeded.
• Developed production support workflow process to triage, prioritize and resolve customer reported defects and enhancements.
• Deployed Richardson Exceptional Customer Care training program which resulted in customer satisfaction survey results increasing by 25%.
• Consulted directly with customers to identify needs, propose solutions and troubleshoot issues. Worked with internal stakeholders to develop technology changes based on customer need.

Farmington Hills, MI

• Motivated and supervised inbound Technical Support call center staff. Provided training and developed documentation which defined departmental processes and procedures. Provided second tier support to call center staff.
• Collaborate with cross functional business units to develop new product, enhance existing product and resolve software defects.
• Assisted Quality Assurance by performing software testing and reporting results. Proficient in functional, regression, browser computability and performance testing.
• Consulted directly with customers to identify needs, propose solutions and resolve issues
• Created customer Perl and CGI scripts used to authenticate users into Gale’s online products. Performed UNIX based software builds and deployments for custom web based solutions.

Ann Arbor, MI

Ann Arbor, MI

Ann Arbor, MI

• Promoted to Level 3 Technician, handled customer escalations, acted as a resource for difficult issues and aided in the training of new hires
• Closed up to 75 calls per day visits when hardware replacement was required.