Michael Tudor Email & Phone Number

Marietta, Ga, Us

Atlanta, Georgia, Us

Scottsdale, Az, Us

• Managed a team of 2 direct reports, and 150 remote, independent contract agents indirectly, utilizing precise communication to drive performance and expand outreach• Directed the team in the platform adoptions of Five9 and Virtual Observer, producing a significant reduction of effort in operational execution• Drove the increase of patient outreach attempts, adding 88K that produced a 10% monthly growth in patient engagement• Established training around the inbound support of the business model, focusing on increasing value through guaranteed engagement, driving a 24% increase in the inbound answer rate• Guided the adoption of the launch of the CSAT survey program including total service recovery process, allowing for an increase in data collection, generating an overall score of 97%, surpassing the established goal of 96%• Achieved a customer experience score of 97%+ and a quality score of 91%+, consistently maintaining compliance in an area heavily governed by the FDA• Incorporated culture cultivation, focused training, and attractive incentives utilizing recurring and ad hoc meetings/town hall meetings, monthly training, and high-performance celebrations to achieve 100% participation and increase the agent retention rate by 17% year over year• Responsible for ensuring achievement of the budget billed minutes, delivering the impact that it will have on the margin and budget, and managing creative performance incentive programs and pay offers for new hires ensuring staying within the monthly incentive budget

Phoenix, Az, Us

• Directly responsible for 3 managers and 100 agents, leading the efforts to centralize the contact center, scheduling, and intake operations, overseeing the onboarding and development of the leadership team, implementing training and industry best practices to achieve best in class patient experience• Managed all aspects of centralizing 100 patient scheduling agents including furniture, technology, etc., collaborating with WFM to accurately schedule utilizing call arrival patterns, producing the achievement of abandon rate KPI less than 5%, and improved patient and provider experience

St. Louis, Mo, Us

• Oversaw 3 managers, 15 supervisors, and 370 agents, directing strategic operations of onsite and virtual representatives maintaining approximately 20M customer service inquiries in a 550-seat, multi-channel contact center with a $12M annual budget• Collaborated with talent acquisition, developing and implementing activities to support annual ramp hiring, successfully and efficiently onboarding approximately 180 new hire representatives• Developed and nurtured company culture, executing a behavioral coaching approach, fostering employee engagement, enablement, and empowerment, achieving valued employees with power in their performance• Integral lead in achieving improvement of the employee net promoter score by 10 points, realizing growth because of leadership, positive culture, inspiration to perform, and peer relationships• Provided continual focus on employee development, lowering the employee attrition rate by 29% leading to the increase in KPI, propelling site performance from #8 in stack rank to #2 in 1 year

Tulsa, Oklahoma, Us

• Promoted from Manager of Customer Service to Director of Call Center Operations, planning and directing the operations of 160 seat multi-channel contact center that supported 600K annual customer contacts and a $6M budget• Streamlined the onboarding of 3 acquisitions, including training, orientation, and scheduling, transferring of records, and mapping systems, driving an estimated savings of $250K in employee costs and controlling customer attrition at approximately 7%, compared to the industry average of ~10%+• Integrated innovative technology and created skills-based customer support teams, producing a 15% reduction in alarm response time, 21% fewer false alarms, and a $30K drop in fines• Organized the special escalation team, incorporating training programs reinforcing customer-centric behaviors, reducing customer attrition by 2%, and promoting an A+ rating with the Better Business Bureau• Initiated a change in hiring practices, driving a savings of $250K (~50%) in annual hiring costs, creating improvements in schedule adherence, and reducing employee churn• Utilized all current social media channels, strategically marketing the organization to transform detractors into promoters

Master’S Degree, Organizational Dynamics | Project Management | Human Resources

Bachelor’S Degree, Bs, Business Administration