Michael Scott Email & Phone Number

Miami-Fort Lauderdale Area

Hollywood, Fl

Developing Independent Business Owners (Virtual Contractors) with the goal of improving overall quality, impact, productivity, and value of Certified Specialists for each client. Advise IBOs by way of safe harbor language specific to service agreements. ● Enhance IBOs (Independent Business Owners) to exceed performance goals outlined in their service contracts. ● Analyze various factors to identify trends that drive performance in order to make recommendations for improvement… Show more Developing Independent Business Owners (Virtual Contractors) with the goal of improving overall quality, impact, productivity, and value of Certified Specialists for each client. Advise IBOs by way of safe harbor language specific to service agreements. ● Enhance IBOs (Independent Business Owners) to exceed performance goals outlined in their service contracts. ● Analyze various factors to identify trends that drive performance in order to make recommendations for improvement, and develop Performance Improvement Plans (PIPs). ● Conduct group and client-specific video conference calls to discuss trends, share best practices, deliver business objectives, motivate and recognize success. ● Monitor both live and recorded calls to provide real time support or feedback via chat, email, and phone, to make sure IBOs are achieving overall program goals. ● Assist with escalated calls to provide an amicable, and cost-effective, resolution for both the customer and client. ● Actively participate in client think tanks, calibrations and certifications.• Moved CTO (Calls to Orders) of assigned team from 49.1% to over 64% for an increase of 14.9% in just a few months on OmegaXL account.Clients assigned were OmegaXL, ProbioticXL, Strong Heart, New You Magazine, Great Real Estate Works, Airflow, Morgan & Morgan Law, New You Shopping, Nick Chavez Hair Products.. Show less

Plantation,Fl

Manages and oversees all aspects of the call center’s pre-arrival customer service policies, objectives, and initiatives for Atlantis-Paradise Island, Dolphin Cay-Atlantis and One & Only Resorts .Drives a culture of continuous improvements, new approaches and personal excellence. Develops and establishes procedures and policies governing customer handling of escalated guest concerns.Manages a staff of customer service representatives and ensures that both internal and… Show more Manages and oversees all aspects of the call center’s pre-arrival customer service policies, objectives, and initiatives for Atlantis-Paradise Island, Dolphin Cay-Atlantis and One & Only Resorts .Drives a culture of continuous improvements, new approaches and personal excellence. Develops and establishes procedures and policies governing customer handling of escalated guest concerns.Manages a staff of customer service representatives and ensures that both internal and external customers are retained, satisfied, and that their expectations are met. Recommends changes to products or services to fulfill customer expectations. Responsible for assessing, measuring and improving call center service levels. Lead Quality Assurance team in service observing sales staff to increase call center expectations of increased service levels while increasing revenue goals. Project Manager for special call center objective in identity theft concern. Implemented an Employee Engagement Program "Deal Me In". Reputation of supporting career development for team members by promoting from within. Show less

Miami/Fort Lauderdale Area

Miami/Fort Lauderdale Area

Call Center Supervisor for Atlantis-Paradise Island as well as One&Only Resorts.

Miami/Fort Lauderdale Area

Miami/Fort Lauderdale Area

Miami/Fort Lauderdale Area

Opened successful 102 room Miami airport property. Responsible for Sales as well as front line employees. Budgetel Inns-previously owned by Marcus Entertainment.

Miami, Florida

Bs, Music Education

Education record