Customer Service Sales
Resume:
MICHAEL J. DAY
Hastings, MI **058
Home: 269-***-****
Cell: 269-***-****
Email: abnp1t@r.postjobfree.com
EXECUTIVE: CALL CENTER AND CUSTOMER CARE OPERATIONS
PROFESSIONAL SUMMARY
A self-motivated, trustworthy, and results-oriented executive with a “roll-up the sleeves and get it done” work
ethic and a passion for success. Extensive multi-site call center / customer care leadership experience in both
domestic and international operations. Creator of global customer service and training operations for start-up
company. Recognized leader in driving organizational change, establishing high performance teams, achieving
high levels of customer satisfaction, promoting employee value, and solidification of corporate culture.
Consistency in performance turnarounds, implementation of technology and process advancements, reduction
of customer and employee attrition, and driving fiscal objectives towards over-achievement.
PROFESSIONAL EXPERIENCE
ACCENT Marketing Services – Hot Springs, AR 3/2008 – 6/2009
GM, OPERATIONS
Provided critical leadership, strategic direction, visionary guidance, tactical management, coaching, and fiscal
accountability to ensure contracted customer requirements were met and center profitability was achieved. Directed
team of 500+ personnel with accountability for P&L, Training, HR, Workforce, Quality, Facilities, IT, Production,
Recruiting/Staffing, and Strategic Sales.
Recipient of the 2008 Industry of the Year Award
Achieved #1 rating above thirteen other centers after 3 months in position
Successfully transitioned center within two months to support new complex wireless business customers
Achieved positive financial results in only the fourth month of start-up with 3 months continuous profit to date
Rated top call center in overall employee satisfaction in back-to-back surveys
ACN Incorporated – Marquette, MI 4/2004 – 6/2007
DIRECTOR, CUSTOMER CARE / CALL CENTER
Site leader of 24x7 call center for residential and commercial telecom (local, long distance, DSL, Dial-up Internet,
VoIP) and Utilities with a high end of 260 agents, 6 Managers, 13 Supervisors, and 3 Trainers. Call types were tech
support, payments, billing, account management, credits, order entry, and product data.
Increased 80/20 Service Level from 55% to 86% monthly average
Reduced Average Handle Time (AHT) from 7:30 to 5:30 minutes and reduced cost-per-call from $7.60 to $3.66
Created CRM application with email blast capability within 3 weeks to support new VoIP product
Implemented a recording tool and revamped call quality program improving average scores from 62% to 85%
Implemented an IVR system, ACD call routing changes, and web portal providing an average 35% call offload
Implemented a Knowledge Base application that reduced headcount requirements by 7 FTE per month
Directed the implementation of an E-Diagnostics tool with on-line job aids for phone agents and customers
Managed 3rd party vendor relationships and created Service Level Agreement scorecards
Charter Communications – Walker, MI 10/2002 – 6/2003
MANAGER, CUSTOMER CARE / CALL CENTER
Directed regional technical and sales call center with 140 people, 12 Supervisors, and Marketing Coordinator
supporting end-user cable customers.
Increased 80/20 Service Level from 45% to 79% monthly average
Directed marketing efforts increasing call center sales 23% over previous year
Managed outsourcing support contracts and vendor relationships with HBO, Showtime, and Starz Networks
Resume of: Michael J. Day Page 2
Cell Phone: 269-***-****/ Email: abnp1t@r.postjobfree.com
Baan Company – Grand Rapids, MI 12/1999 – 12/2001
SR. DIRECTOR, CALL CENTER OPERATIONS AND SERVICES
Leader of multi-site technical and sales call center operations with 150 people, 6 Managers, 2 Directors, and 4
Trainers in support of ERP applications. Technical support included Tier 1, Tier 2, and Sustaining Engineering.
Improved customer satisfaction index 51% and reduced problem resolution time by 46%
Managed outsourcing contracts providing a 10-month ROI of $1.4 million
Directed global Enhanced Services program that netted $1.25 million in 1.5 years
Developed cross-functional quality teams that improved processes, established best practices, implemented
LEAN program, maintained ISO-9001 certification, and empowered personnel using Kaizen approach
Directed Training and Human Capital Development team. Assisted in implementing technical and soft skills
training, employee skills database, career development program, and leadership training
Westell Technologies – Aurora, IL 10/1993 – 2/1998
DIRECTOR, GLOBAL CUSTOMER SUPPORT
Created and directed global service operations for start-up telecom equipment company to primarily support DSL
products in 24 countries.
Established global support teams with contracted entities in the US, UK, Canada, Latin America, Mexico, and
Asia Pacific
Directed call center, help desk, and inside sales operations. Implemented CTI solution with ACD/ IVR structures
Developed Service Level Agreements, technology transfer agreements, and relationship contracts with global
repair facilities, OEM's, Distributors, and third party support vendors
Negotiated and developed OEM contract resulting in a $300,000 gain
Created revenue-based technical training operations in Florida, Illinois, Hong Kong, and the UK
Established quality programs including process improvement management with Key Performance Indicators
(KPI), ISO 9001 certification, and TQM initiatives
Achieved major contract win of $7.2 million for the first fiber-loop backup system in Korea
AWARDS AND RECOGNITION
Received 2008 Industry of the Year Award – Hot Springs, AR
Three time annual winner of AT&T Paradyne Customer Service Excellence award
Service Sales award at AT&T Paradyne for success in customer satisfaction, quality, and revenue growth
Sales Achievement award for exceeding strategic and revenue sales for the Asia Pacific region
Outstanding Achievement Award at NCR / Data Pathing, Inc.
Five Dale Carnegie Awards including the Human Relations Award and the Highest Award for Achievement
Successful volunteer youth basketball coach for 11 years
Chairman of local parish council
EDUCATIONAL PROFILE
B.Sc. in Business Management; Summa Cum Laude (3.8 GPA)
Nova Southeastern University, Ft. Lauderdale, FL
Computer Technology Certification; Control Data Institute, Southfield, MI
Dale Carnegie Course in Human Relations
Covey Leadership Certification
ISO Manager and Documentation Training
Quality Service Skills and Continuous Improvement Management Certifications
MILITARY PROFILE
United States Navy
Petty Officer 2nd Class, Aviation Electronics Technician
Managed maintenance crew for an anti-submarine helicopter squadron at age 19.
Maintained Secret security clearance handling crypto equipment and messages.
-- References Available Upon Request --
-- Willing to Relocate and Travel --
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