Mike Magnesen Email & Phone Number

Downers Grove, Illinois, United States

SVP Biz Ops (Health Web SMB and Legal at Internet Brands) accountable for managing the Operations of businesses generating over 150M in annual revenue. This includes a staff of roughly 100+ on-shore and 80+ off/near-shore. Optimizing business processes primarily across CRM's (Salesforce). Build-out and management of critical Dashboard/Reports for key performance indicators for each business. Coaching management on process improvement, people management, and efficiency gain opportunities. Regular monthly presentations with Internet Brands Leadership to deliver Operational performance metrics, trends, and areas of focus/improvement. Tracking and holding team accountable for key operational metrics, such as: customer churn (units/rate), TNPS, call quality, case/ticket completion (totals and against SLA), account health checks, etc.

Downers Grove, Il

VP of Operations for all four IB Web Health Brands (iMatrix, Baystone, TherapySites, and Officite). Operational Team Size: 120 on-shore/off-shore. Active Executive Team Member. Prepare in-depth churn analysis each month to help identify trends and areas for growth and improvement. Analyze departmental processes and procedures, identify efficiencies, and roll-out new initiatives that yield both productivity and financial gains. Prepare, analyze, and present monthly operational financials and metrics to Internet Brands exec. Review and approve all operational invoices for the three brands. Extensive experience with providing analysis and process and improvement outside the Chicago office (includes other health companies within Internet Brands, but also Legal brands as well). Played key role in preparing for a joint venture with several Internet Brands health companies and Henry Schein (from process and systems integration to data prep and analysis between CRM's). Administer several Salesforce instances and drive process improvement through Process/Flow Builder automation. Aligned Operations teams across 4 separate companies, allowing for scaling and flexing as needed. Maximizing off-shore and on-shore teams to deliver a premier experience for our customers.

Downers Grove, Il

Lead, manage, and held accountable for both Baystone and Therapysites support teams.

Oak Brook, Il

Lead, manage, and held accountable for 22 technicians from the following departments: Audits, NOC, Projects, and R&D. Hands-on technical assistance in all departments as necessary. One of original and active Leadership Member since inception in February 2012.

Operations Team Lead with 3-Points includes supporting client issues via help-desk calls, remote assistance, and on-site support. Also perform network audits, monthly on-site maintenance, and tech projects among other things.

Currently recruit for clients throughout the United States on one side of the business. With a variety of clients in Texas, California, Florida, Illinois, Wisconsin, Tennessee, Louisiana, etc. Manage the Desktop side of the business known as TecHeroes. This includes acquiring new clients, taking/issuing trouble-tickets, performing on-site and remote support, and handling/approving billing invoices among other things.

Internship as IT personnel at Sutoer for previous two summers prior to graduation and full-time employment. In charge of all things IT-related in the office.