Customer Service Manager

Hello!

My name is Michael. Your company caught my eye, I applied, and now you’re looking to get a sense of me, a taste of my history and what I’m like, yes? OK, but there’s a lot of ground to cover, so let’s jump into it!

First off, I just spent a decade at what was a local start-up telco tech firm, Fonality (now an international company), keeping trouble and distraction off the desks of their senior staff, acting as a semi-exec and taking care of all sorts of oddities, all whilst trying to find ways for us to improve from every new challenges’ lessons.

As a sort of ombudsman, not just for our clients’ interests, but for our company departments’ as well, I kept tabs on our teams and how they did what they did; learning not just their systems but their concerns, needs, and some of the insights they had which maybe weren’t fully making it to the upper levels. Where possible, I sought to iron out issues, raise our circumspection and mutual understanding, and improve our inter-dynamic efficiencies, thereby fostering trust and morale.

Was there a time-sensitive project? A troubled situation we wanted to resolve well? A policy we need to both promote and push into action quickly? Or maybe an emergency action that needed a judgment call, a considered plan of attack or just an immediate authorization? Perhaps a quickly arising process issue, policy gap, or product bug that had to get treatment ASAP? A legal question or threat? Inquiries from regulators or government agencies? Partner issues? Reseller escalations? Installations that needed orchestration and monitoring? Past cases we wanted to deeply investigate or better understand? Metrics to evaluate for new insights? Documentation to organize or create? Account records to clean up? Maybe just a set of extra hands to help process a backlog of basic tickets? I dealt with all those duties and more.

Before then, my prior experiences were as varied as my decade spent at Fonality. I grew up involved in contracting and construction, with some additional related experience in landscaping and facility/property oversight and management.

But I’ve also been a writer and editor for multiple student papers, a head editor for our yearbook, a telemarketer (sorry!), worked in insurance and sales, been a courier, spent time at a radio station, completed post-graduate pre-med studies with a B+ average, obtained teaching credentials for advanced yoga, completed full certifications in a half-dozen bodywork styles from deep tissue to shiatsu, performed a half-dozen marriages as a licensed minister, managed at a wellness center and supplement store, worked with holistic medical practitioners of various modalities, and have helped to edit stories, scripts, songs or even comedy bits for different creative minds.

There’ve also been a plethora of experiences in the entertainment industry and performing arts, from screen to stage. Production and stage management, direction, editing, both sound & lighting design and boardwork, procurement, production assistance, as well as pretty much every single manner of basic tech work possible, and even more odds and ends than you’d probably care for me to name here. Long story short, you’ve got a capable jack-of-all-trades sort of fellow in front of you.

Now if I’m applying to your enterprise, trust that I’m already genuinely interested. And if your company places a value on good culture and professional ethics, then I will surely be happy with you and hopefully vice versa! So next, can I excite you further? Drop me a line! Give me a call! Let’s see!

Cheers,

Michael Klaric - Mar Vista, CA 90066 - 310-***-**** - **************@*****.***

Michael J. Klaric

Mar Vista, CA

Phone: 310-***-**** E-Mail: **************@*****.***

FONALITY Inc. – Enterprise Phone Systems May 2006 – August 2016

Operations Escalations Manager

Reported to the CEO and COO, acting as an internal ombudsman between departments

Identified unaddressed or unresolved problems, suggested possible solution options, and provided executives & management with input regarding team morale & employee concerns

Disseminated new policies & protocols, tracking and reporting on stages of progress & implementation

Assessed unique and pressing concerns, following urgent/important issues through to resolution

Worked with all departments, acting as a project manager for escalated cases, triaging and developing action plans for complex situations or the handling of high priority bugs and policy/protocol gaps

Interfaced with the FCC, BBB, and the TIO to handle regulatory concerns and consumer complaints

Conducted review and analysis of key metrics, recurrent escalations, department concerns, and inter-department conflicts to determine advisable new policies & protocols

Liaison to our legal counsel in litigation casework, also reviewing or suggesting intended changes to our terms of service, as well as serving to triage legal concerns & situations reported by our staff

Managed escalations & churn staff directly as well as any department staff selected to take up department-specific escalation cases, receiving cases from L.A., Dallas, Sydney, and Manila and travelling when necessary

Escalation point for our partners and resellers (e.g. Dell, Ricoh) for problem solving and bug reporting

Handled dozens of escalated call center calls and correspondences weekly and maintained communication amid many ongoing cases for our most troubled customers and resellers.

Assisted in special case ticket processing for sales, billing, and support teams

Planned the reorganization and venue consolidation of outdated and current documentation from across multiple platforms, including look & feel and information organization

Liaised internally with each department to drive documentation growth

Used Yonyx to create wizards for staff and customer use. Managed video content platforms Vimeo and Youtube

Skill Areas – Leadership, Management, Public Speaking, Troubleshooting, Negotiation, Strategy, Documentation, Legal Awareness, Account Management, Customer Service & Experience, Training

Experience Areas – Microsoft Office (Word/Excel/Powerpoint), Windows/Mac, Outlook, Google Docs, Sugar CRM, NetSuite, RT Ticketing System, ZenDesk, MindTouch/Dekiwiki, Bloomfire, Jira, Yonyx, YouTube, Vimeo Telecommunications, Call Centers, Linux, VoIP, Asterisk, SIP, SaaS, IP PBX

Education – Claremont McKenna College – Claremont, CA – Bachelor of Arts

References available upon request

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