Mike Gusick Pmp, Mba Email & Phone Number

Windermere Green Lake

Apply my passion for helping others in the buying and selling of residential properties in Seattle and the surrounding areas. Providing outstanding customer service to assist clients in the marketing of their homes to future buyers and in locating a new house that you can call home!

Be the Customer Advocate focused on improving customer satisfaction by monitoring the overall health and driving continuous improvement in the services I own. The SM is an expert in their respective service area and continually communicates the health of the service. The SM leads service reviews and drives service improvement plans with their partners. The SM creates balanced service scorecards which enable them to provide analysis, business insight and ultimately service improvement recommendations to enhance customer satisfaction.

Lead all aspects of successfully driving, defining and overseeing the implementation of company service offerings, including service level agreements, operational level agreements, service catalog and service metrics across the Online Service Management Partner Organization, business partners, IT partners and external partners. Analyzes customer data to create programs and protocols to exceed customer expectations and create an enhanced corporate image.

Worked as a leader within the Management Team to improve the business value and ROI of the company’s Relationship Experience Division service offering by identifying methods to reduce incidents, mitigate risks, manage cost drivers and optimize service performance in order to enhance the customer experience. Developed a strong operational incident and problem management street, creating SIPs to increase visibility of core customer needs

Directed initiatives related to end-to-end ownership, monitoring and reporting of service offerings and serving as the liaison between the IT Service Management Team, clients and other internal/external service partners. Led full scope of projects related to the implementation of service offerings, including all agreements. Defined and introduced the Service Level Management Process that focused on building an IT-specific Service Level Management Function, creating improved IT service quality and defining the most effective customer response cycle to meet their business objectives.

Successfully led all phases of the SLA adherence of 21 different MS CRM instances at the Tier 2 Support Level. Promoted offshore (India, China & Poland) ownership of end-to-end support roles, while managing a team of 10 Support Analysts and daily operations of the team. Managed the relationship between the Help Desk and Support Team for LOB applications to ensure a seamless customer service experience, including Metrics and the push for improvements and increased training. Approved technical and functional specification documents. Served as The Customer Advocate for the Go/No Go decisions of applications going into Production leading the initiative for the internal team.

Promoted to build and communicate cross-departmentally with Sales and Marketing, IT Product Management and World Wide Incentive Compensation Operations with a joint goal of developing tactical and defining consistent release processes. Integrated team functions to improve overall productivity. Led initiative to create and maintain an enterprise worthy Knowledge Base for the support of Incentive Compensation Tools. Recorded and analyzed key metrics on the project success in order to identify and remove barriers.

Directed a team of support analysts with an objective of fulfilling User Support duties for the Incentive Compensation project. Mentored team members and provided guidance on becoming more effective. Provided management team with reporting on team’s performance base on Knowledge Performance Indicators. Adapted to both team and customer needs by adapting the process and tools utilized on a regular basis. Introduced and implemented a Knowledge Based of topics for three distinct programs. Designed metrics based on the number and categories of support issues for the Incentive Compensation Program centered on tracking quality improvements in company services.

Performed analysis, managing products and performing functionality for Test and User Support for the compensation calculation engine and reporting system. Designated as the internal subject matter expert on each system. Collaborated with the subsidiary and Corporate Financial Compensation Analysts to effectively resolve more than 200 service requests monthly. Fulfilled first tier support for the CLC and TMT tools and second tier support for the Incentive Compensation tools, Microsoft Reports over Siebel, WW Events, Siebel Sales, The Pricing Tool, xCAT, ePPA and WWICR.

Master Of Business Administration - Mba, Information Technology

In this tech-dependent environment, even one hardware hiccup or software delay can potentially impact a company’s bottom line..

Bachelor Of Arts (B.A.), Sociology