Michael Palace Email & Phone Number

Serves as point of escalation for customer and employee requests and concerns, and monitors and coordinates the distribution of calls/tickets to ensure optimal performance and achievement of SLAs. Develops and drives improvement initiatives in line with organization and company goals and best practices. Conducts regular one-on-one performance reviews, team meetings, and coaching sessions with staff.• Leads three distinct support teams totaling 17 employees, which provide technical support for three different SaaS offerings.• Oversees monthly volume of 2,000+ client-initiated tickets.• Manages partnership with outsource partner GlobalLogic, ensuring maintenance of productivity and quality standards.• Principal team member of special project to design and implement new IVR system. • Supports clients ranging from emerging to strategic.• Mentored new Manager, Technical Support.

Matawan, Nj

Matawan, Nj

Springfield, New Jersey

Directly reporting to the Vice President of Operations, managed a department of 12 staff who coordinated daily phone/web conferencing events. Resolved client complaints via telephone meetings, and escalated software defects to partner companies. Mentored staff to ensure quality and efficiency.• Integrated support team acquired through company acquisition, sharing Infinite Conferencing values, standards, and procedures.• Facilitated adoption and integration of two new products for web conferencing and web casting.Web Support Specialist (2010 – 2012) Operations Specialist (2009 – 2010)

Boonton, Nj

Worked independently and followed a guideline to assemble video projects, taking direct client instruction to make immediate changes to projects.

Princeton, Nj

Collaborated with clients in pre- and post-production meetings for project coordination. ▪ Edited short-form PBS show “Profile of a Performing Artist,” 30-min in-flight programming, and corporate client videos for AARP, The Washington Group, and others▪ Supervised, trained, and assigned tasks to six interns Editor (2005–2007)

Bachelor Of Arts (B.A.), Communications

Activities and Societies: Lambda Pi Eta

Education record