Michael L Messick

Email: abpzkz@r.postjobfree.com

Address:

City: Gardner

State: KS

Zip: 66030

Country: USA

Phone: 913-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Successful Customer Service/Sales Manager with 20 years of experience in developing Top Performing Leadership Teams in Customer Service and Sales Centers. Delivered Coaching, Development and Mentoring to Managers and Frontline Supervisors to attain highest Customer Satisfaction scores across internal and outsourced/vendor call centers. Implemented Coaching Performance and Results (CPR) and Customer Contact Center Leadership to increase Customer Satisfaction and Employee Satisfaction with the goal of retaining valuable customers and representatives. Passionate about Employee Satisfaction/Development and Customer Satisfaction; without which Managers and an organization are not successful or grow the business.

Educational Background:

High School Dipolma from Johnson County Community College, Overland Park KS 1/2001 to 5/1991 (Marketing and Management)

Job History / Details:

Summary

Successful Customer Service/Sales Manager with 20 years of experience in developing Top Performing Leadership Teams in Customer Service and Sales Centers. Delivered Coaching, Development and Mentoring to Managers and Frontline Supervisors to attain highest Customer Satisfaction scores across internal and outsourced/vendor call centers. Implemented Coaching Performance and Results (CPR) and Customer Contact Center Leadership to increase Customer Satisfaction and Employee Satisfaction with the goal of retaining valuable customers and representatives. Passionate about Employee Satisfaction/Development and Customer Satisfaction; without which Managers and an organization are not successful or grow the business.

Highlights

Outsourcing/Vendor Relationship

Outsourcing/Vendor Pricing Domestic/ International

Customer Service Leadership

Customer Satisfaction

Communication

Frontline Supervisor Development

Daily Call Monitoring

Reduction in Representative Attrition

Quality Assurance

Team Building

Change Agent

Experience

11/28/2012 12:00:00 AM

Sprint Wireline and Wireless

Sprint Partnership Manager

Dedicated 20 years of managing Call Center/Customer Care operation and outsourcing/vendor teams to deliver results in Customer Satisfaction and revenue objectives in Wireline, Wireless Communication and Insurance Operations.

Supported Partnership Care Centers to improve metrics and center ranking against all other sites.

Conducted center assessments to identify Leadership strengths and opportunities and determine if the "right" team was in place.

Trained and developed new Sprint Partnership Manager on managing Outsourced/Vendor Call Center's Leadership Team and metrics to ensure success for the Manager and the Call Center.

Key Performance Indicators First Call Resolution Issue Resolution Service Level AHT Average Hand Time (Talk Hold Wrap) Quality Scores/Call Observations Attritions Review Partner Contract Partner Requirements Sprint Requirements Employee Requirements (avoid dual employment issues) Requested assignment to our lowest ranked Partner #54 and within 9 months moved both centers to #1.

11/28/2012 12:00:00 AM

IBM

Quality Assurance Manager

Responsible for improving Quality processes with Outsourcing/Vendor Partners to increase Customer Satisfaction results.

Supported Outsourcing/Vendor Partners' Quality Teams to deliver consistent feedback to Supervisors and Representatives across largest Partners - TelePerformance, Convergys, TeleTech, ACS and EDS (currently HP Solutions).

Identified issues through daily call observations with Partners.

Provided daily feedback to Managers and Quality Managers onsite.

Conducted Site Visits to develop stronger partnerships with key stakeholders - Site Directors, Managers and Supervisors.

Assisted Centers with developing Action Plans to support Quality goals.

Developed and implemented Coaching model for Supervisors and Quality Analyst.

Implemented in US, Off-Shore and Near-Shore - US, Philippines, Trinidad and Canada (33 site visits) Increased Quality results across all sites.

11/28/2012 12:00:00 AM

Sales Manager

Requested to support a major Marketing Partnership with AOL to increase sales both internally and at AOL sites.

Conducted sites visits with Marketing Manager to indentify barriers to sales success.

Representatives reluctant to "ask for the sale".

Lack of sales training for Supervisors Order Entry System issues Implemented resolutions Trained Supervisors on coaching sales process Conducted side-by-side call observations to build confidence Worked with Sprint Technical Support to develop one page web interface to internal "Green Screen" order entry system.

Increased sales to meet goal and reduced Sales breakage from 50 percentage to 12 percentage with web interface order entry system.

High Speed Data Sales Manager Selected to start new High Speed Data Small Business with two other Managers.

Responsible for start up: Hiring Supervisors, Representatives and Quality Analyst Developing Sales Goals and Performance Metrics Review Training Curriculum Identifying Lead Base Manage Daily Lead Targeting.

11/28/2012 12:00:00 AM

Partnership Manager

Assumed Leadership responsibilities for Outsourced/Vendor Call Centers to meet Cost and Sales Strategies from inbound sales.

Opened two new sites, one in 1998 and another in 1999 to support inbound sales calls.

Exceed Sales Goals and outperformed Sprint's internal site for Quality results.

Developed Manager and Supervisor goals to ensure continuous improvement of Representatives and key metrics.

Added additional responsibilities of managing the Sales Performance for EarthLink Partnership in 1999.

Conducted sites visits and Sales training for all Managers and Supervisors at EarthLink's two largest centers in Atlanta and Sacramento.

Increased Sales 30 percentage and reduced breakage from 25 percentage to 12 percentage in three months.

Aligned with Sprint Marketing to provide feedback on Sales Programs (Dime Lady, Men in Black, Rolling Stones and other) to maximize efforts from National Advertising Campaigns.

Inbound/Outbound Sales Manager Implemented Toggle environment within Sprint's National Sales Center enabling Sales Repre.

November 2012

KForce/Hostess Brands Kansas City, MO

Interim Manager

Interim Manager for Human Resources Centralized Care Center. Responsible daily staffing and operation of call center to answer Human Resource and Payroll questions.

Created Training Program for new hires, developed career path for new hires and centralized recruiting for 3 departments.

Partnered with Field HR Managers and Field Payroll to deliver quality services for employees.

Delivered results for Service Level Agreements, Quality and Daily Workload Assignments to ensure calls were answered and meet customer expectations.

11/28/2012 12:00:00 AM

Randstad Corporation

Interim Manager

Responsible daily staffing and operation of call center to answer Human Resource and Payroll questions.

Created Training Program for new hires, developed career path for new hires and centralized recruiting for 3 departments.

Partnered with Field HR Managers and Field Payroll to deliver quality services for employees.

Delivered results for Service Level Agreements, Quality and Daily Workload Assignments to ensure calls were answered and meet customer expectations.

Managed front office and back office operations for 10 Zurich Insurance office locations remotely from Indianapolis to Los Angeles.

Twenty-eight team members handled Workman's Compensation, General Liability, Auto and Construction Defect to meet State requirements for processing claim, supporting Adjusters and correspondence to Claimants, Attorneys and required parties.

Delivered results for Service Level Agreements, Quality and Daily Workload Assignments to ensure Zurich's standards were meet or excee.

Education

Johnson County Community College Overland Park, KS

Marketing and Management Degree

University Of Excellence - Sprint Training

Successfully completed over 60 courses in Leadership, Quality and Employee Development

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