Michael Travers Email & Phone Number

Atlanta, Georgia, Us

• Led strategic initiatives that increased operational efficiency by 40% and saved $1.5M annually through optimized workflows.• Drove customer experience strategies, achieving a 20% increase in satisfaction and 25% reduction in costs through service delivery improvements.• Spearheaded an automated ticketing system, reducing response times by 30% and enhancing scalability and reporting capabilities.• Designed client and new hire onboarding programs, significantly improving training efficiency and employee retention across teams.

Linthicum Heights , Md, Us

• Increased contract renewals from 50% to 90%, generating an additional $4M in revenue through enhanced customer engagement strategies.• Launched a company-wide Net Promoter program, reducing churn by 15% and achieving a 40% improvement in customer feedback.• Directed high-performance teams across tech support, account management, contact center, deals desk, and customer experience.

Oakbrook Terrace, Il, Us

• Improved customer retention by 20% and reduced response times by 30% through a national customer care initiative.• Established service metrics, achieving quantifiable operational improvements across 27 service centers. • Managed daily operations and strategic account management, driving a 25% increase in cross-sell and upsell opportunities.

Atlanta, Ga, Us

• Developed a comprehensive retention program, reducing ticket resolution time by 92% and saving $35K monthly, with a 30% boost in customer satisfaction. • Mentored and developed teams, ensuring high satisfaction and operational efficiency. • Cultivated strong client relationships, significantly enhancing retention and success rates.• Defined KPIs and SOPs to support performance excellence and scalability, significantly improving operational consistency and team productivity. • Progressed through various roles within AutoTrader.com, including Senior Manager of Customer Operations, IT Support Manager, Operations Logistics Manager, Dealer Support Manager.