Michael Morrison Email & Phone Number

Jackson, WI, US

Dayton, Ohio, US

Houston, Texas, US

• Managed a team of 160 associates supporting more than 50 products. Led technical support operations for the entire software portfolio.
• Achieved 90%+ Support Customer Satisfaction score by delivering world-class levels of support. Workforce management products rated #1 in KLAS.
• Worked cross-functionally and directed teams to integrate and bring live 6 disparate acquired organizations on a single Salesforce platform. This integrated phone, chat, email, and web channels resulting in savings.
• Led the initiative to develop and introduce data, metrics, and dashboards across the enterprise which delivered transparency and drove accountability, increasing team efficiency and productivity by 20%.
• Streamlined processes improving efficiency for associates and customers by overseeing Standard Operating Procedures development across the support organization. Implementing this decreased time to resolution by 20%.
• Promoted comprehensive cross-training across the organization to increase flexibility, gain economies of scale, which absorbed 5% internal and external attrition without negatively impacting customers.

Seattle, Washington, US

• (Formerly API Healthcare, divested by GE, and eventually acquired by symplr)
• Continued working with WFM and revenue cycle teams while in transition with divestiture.

Chicago, US

• Led the WFM and revenue cycle (group management) support teams, and the imaging device proactive monitoring teams.
• Collaborated with the GE M&A team on due diligence for support organizations within acquisition targets and built deal models taking those support organizations into account.
• Nominated, attended, and completed Crotonville Management Development Institute training sessions on the “Change Acceleration Management Process” as well as leadership at GE.
• Earned leadership recognition as a key contributor to the GE “Chairman’s Award” winner.

• Started as an Implementation Support Specialist and evolved into roles with progressively more responsibility. Earned multiple leadership promotions from Manager of Implementation Support, to Manager of Customer.
• Prior to focusing on support, I worked on software implementation projects of 12-24 months for large healthcare systems of 1500 - 10,000 Employees
• Extensive experience implementing workforce management systems and projects such as time and attendance and payroll, developing system requirements, and consulting on testing and training
• Completed International Customer Management Institute (ICMI) training and certification for Contact Centers.
• Helped design and implement an integrated phone system and customer support web portal for the support organization
• Contributed to the development of remote hosting and managed services offerings in conjunction with senior leadership and our partners.

Physics

Business Administration