Michael Wingate Email & Phone Number

-Conducted employee calls audits across various employee empowerment categories to ensure standards and procedures are being followed.-Compiled data to disturbe to Senior Managers and Supervisors on progress of 5 different empowerment categories that affected over 10,000 employees.-Researched weekly and monthly outliers and identified areas for empowerment categories improvement.-Organized and led meetings with fellow peers and supervisors over updates and progression of empowerment… Show more -Conducted employee calls audits across various employee empowerment categories to ensure standards and procedures are being followed.-Compiled data to disturbe to Senior Managers and Supervisors on progress of 5 different empowerment categories that affected over 10,000 employees.-Researched weekly and monthly outliers and identified areas for empowerment categories improvement.-Organized and led meetings with fellow peers and supervisors over updates and progression of empowerment categories. Show less

-Managed the attendance administrative functions for Senior Manager teams and supported between 180-240 representatives.-Performed timely investigations of request initiated by Senior Managers, Supervisors, Payroll, and Human Resource.-Monitored and tracked WPA, FML, STD/State Disability, and Worker’s Comp claims and absences.-Validated, approved, and audited timesheets for accuracy to ensure proper and timely pay.

-Provided exceptional customer service and Tier 2 technical support for internal and external voice and data product customers.-Assisted the Director of the Call Center in implementing updates to the upcoming schedule bids for technical support in 2015 and 2016.-Troubleshooted hardware and software issues and identified network/applications issues.-Pro-actively reviewed all customer account information while on calls to recognize and match customer’s current and future needs with… Show more -Provided exceptional customer service and Tier 2 technical support for internal and external voice and data product customers.-Assisted the Director of the Call Center in implementing updates to the upcoming schedule bids for technical support in 2015 and 2016.-Troubleshooted hardware and software issues and identified network/applications issues.-Pro-actively reviewed all customer account information while on calls to recognize and match customer’s current and future needs with the appropriate products and services. Show less

-Trained and coached new hire peers, equipping them with essential skills and knowledge to excel in their roles.-Applied strategic problem-solving techniques to resolve issues promptly and ensure customer satisfaction.-Prioritized and organized daily follow-ups, guaranteeing timely resolution of customer concerns and inquiries.-Handled a high volume of inbound calls with efficiency and professionalism.