Michael Adler Email & Phone Number

Atlanta, GA, US

Boston, Massachusetts, US

I led the growth of the support team at OutSystems, a leading low-code platform that enables businesses to build and deploy custom applications rapidly. During my tenure, I expanded the US support team by 30%, reduced the support backlog by 40%, and improved mean time to resolution (MTTR) by 14%. My leadership efforts resulted in a 95% client satisfaction.

I served as the primary technical contact for customer escalations at Cox Automotive, a global leader in automotive solutions, supporting both internal teams and external clients with technical and deployment assistance for their B2B auction platform. I consistently maintained a 90% resolution rate for escalated tickets, reducing issue resolution times by.

I managed an international team of 5 Support Analysts and 4 Senior Support Analysts across multiple continents at Anatwine, a global provider of digital retail solutions. Under my leadership, we improved the delivery of high-quality support through the service desk, resolving client incidents and fulfilling problem and change requests with a 95% SLA.

I managed a team of support analysts at Parkingsoft, a provider of Parking Lot Revenue Control software solutions, overseeing their training, evaluation, and mentorship. My leadership resulted in a 20% improvement in team performance and a significant reduction in ticket resolution times. I provided Tier 2 and Tier 3 application support, addressing complex.

Scottsdale, AZ, US

I provided telephone and email support to both internal and external customers at JDA Software, a leading provider of Warehouse Management Systems (WMS) and Workforce Management solutions. I consistently resolved customer inquiries efficiently, achieving a 90% first-contact resolution rate and reducing issue escalation by 25%. I performed general.

At Rainmaker, a leading provider of hotel revenue management software that specializes in optimizing hotel room rates and pricing decisions, I played a pivotal role in enhancing our clients' revenue management strategies. I provided insightful analysis and forecasting recommendations tailored specifically for the Hotel & Casino market, enabling clients to.