Sales Customer Service

Michael Shaw

Piedmont, CA ***** 415-***-**** ********@*****.***

https://www.linkedin.com/in/michaelrshaw01/

Senior Operations Executive

Administration / Operations / Projects / Sales / Branding / Marketing / SaaS / Strategic Planning / Global Services Call Centers / Collections / Implementations / CTI / BPO / Processes / Procedures / Policies / Business Systems / IT / 3PS Automated Kiosks / Trend Analysis / Communications Leadership / Technology / Culture Improvement / Mentoring

High performance and sought after senior level operations executive with a strong ability to manage any size organization in any industry successfully. Experienced in global services, consulting, healthcare, communications, startups and financial organizations. Results driven manager with the exceptional ability to analyze, correct and manage organizations to build inclusive teams that do more with available resources than others.

Exceptionally adept in analyzing people, market and product needs and determining business processes to consistently grow revenue and lower expense costs. Proficiency in administration, operations and day-to-day problem solving that maximizes productivity and provides leadership with clear, self-designed decision making options to advance the company, employees and customers.

Executive strengths include:

Blending individual and team performance to achieve top goal attainment

Improving process metrics to improve productivity

Being recognized as top performer

Reengineering business processes to improve performance and employee satisfaction

Decreasing expenses with well thought-out business impact analysis

Analyzing market conditions to find product traction where others have failed

Driving complex, B2B and B2C operational solutions to grow revenue

Career History & Selected Accomplishments

Consultant

Shaw Consulting

2016 to Current

Consult with large and mid-sized companies on operational and management efficiency, process improvement, BPO, call center, CRM/ERP/Dispatch Systems and phone systems, collections and sales.

Improved efficiencies and identified potential growth barriers. Delivered recommendations and implemented changes at NextEnergy, Salesforce (call center support division) and multiple companies in partnership with partner consultant (Siskowski Consluting).

Senior Vice President of Operations

ZoomSystems

2007 to 2016

Build and manage operations for a 1,500 automated kiosk network in both the U.S. and in 10 countries across the globe. Manage the process from manufacture of machines through installation, operation oversight, monitoring, re-stock and repair of deployed assets. Controls $12M budget, and manages 75 direct and 1,200 indirect employees.

Michael Shaw Career History and Selected Accomplishments Continued……. Page 2

Improved network response time by 300%, cutting costs by 30%. Response for down machines and machine issues was poor. Analyzed problem and found fix one was doing remote machine restarts. Designed, gained regulatory approval for, implemented and managed a remote access process allowing for both diagnosis and repairs. Improved network uptime, increased sales and was used as corporate process model.

Created a system that was 864% faster, 5 times more accurate, resolved real issues quickly. Upon joining company, the process to identify, diagnose and respond to machines outages was 72 hours. Created a real time network monitoring system. Documented and automated procedures. Upon completion, increased sales and reduced unnecessary dispatches resulting in more revenue double digit cost savings.

Installed Corrigo Dispatch Portal. Inefficient spreadsheet process tracked 300+ machines, limiting management responses and growth potential. Implemented dispatch portal to identify machines and effort to support them. System was so successful that it became company standard and primary data point for the machines in field. Reports for parts, issue tracking, machine functionality and replenishment became 400% more accurate.

Lowered logistics costs by 40%, a $360K annual savings. Overall parts processing was slow and caused customer machines to be down for additional days, resulting in upset customers, depressed sales and image issues. Created aggregate reporting that matched parts to each machine as they were used allowing us to track them back from the field and out to repair. Resulted in a 40% drop in parts storage for 1,500 machines in field improving response time and cutting costs.

Eliminate outsourced call center with reduced centralized budget costs. Company outsourced 70% of calls and performance of the center was abysmal. Secured other options and added internal associates to handle the calls. Immediately realized a 25% savings in costs and call answer rates rose to 75% answered. Resulted in fewer calls, no repeat calls, better uptime and higher customer satisfaction ratings.

Upgraded phone system, and lowered monthly cost by 40%. Put out RFP to multiple phone vendors to capture best system at lowest cost. Negotiated deal for hosted phone system that allowed us to utilize a $1M phone system for $3K to 5K per month with unlimited support with no cost. Dramatic cost savings on the phone system was used to hire skilled agents and reduce cost of field agent phone support.

Consultant

Intelegy

2006 to 2007

Lead committees in developing task management tools for government call center clients needing to update their business processes. Development required meeting the contracts that were aligned with three 3 unions.

Improved government call center efficiencies by 28%. Analyzed call centers and found workloads could not be managed. Union environment was problematic for change. Chaired 7 committees, and helped to build a flexible task management tool. Results gained further contracted revenue based on delivered product.

Director of Call Center Operations, Sales and Business Systems

Arcadian Health Plan

2005 to 2006

Oversaw inbound and outbound call center operations that was responsible for customer service and sales calls. Implemented business systems for two separate call centers with 50 associates.

Lowered call drop rates from 28% to 5% in 30 days. Found the need for call center centralization as multiple call centers worked under different guidelines and systems. Researched and implemented a single phone system, allowing consistency, call sharing and training monitoring. Reduced staff, improved productivity and standardized communications.

Michael Shaw Career History and Selected Accomplishments Continued……. Page 3

Director of Sales and Operations

TGEC Communications

2004 to 2006

Managed all aspects of day-to-day operations, with a strong focus on inbound sales.

Increased revenue by 25%. Analyzed sales levels and achieved results and found a large gap in performance. Developed new training and scripting for inbound call responses and monitored calls daily basis. Improved close rate from 13% to 19%, a 46% improvement.

Vice President of Business Development and Sales Operations

The Shepard Companies

2001 to 2004

Responsible for the processes and successes of finding, closing and acquiring new customers. Created comprehensive business plan, and implemented a standardized, web-enabled CRM process throughout company.

Increased revenue by 450%. Joined company and determined there was a drastic need to capture new business. Canvassed new and known businesses and secured new business, especially in the banking industry. Closed 15 accounts and rapidly closed the gap to meet the sales program expectations.

Director of Customer Service Center, Inbound and Outbound Sales

Robert Half International

2000-2001

Recruited by the president of TM Digital, Robert Half’s entry into the online job search engine market (direct competitor to Monster) to build Customer Service Center operations for startup division of RHI.

Built out Call Center from scratch. Worked with technology vendors, Onyx and Interactive Intelligence, to design, implement and integrate CRM, phone system (with chat and email) and website.

Board Member

Genesys (Formally Angel.com)

2010 to 2017

Provided senior level business direction to core management team. Business direction included providing feedback on product and industry directions.

Lowered operating costs by 20%. Genesys needed to improve its phone system to gain market share. Helped identify customer needs as a part of the Customer Advisory Board. Provided quarterly feedback, attended annual meetings, and spoke at major industry events. Negotiated and installed a phone system with free support due to my position on the board.

Prior Experience

Director of Call Center Operations, Fireside Thrift

Senior Manager, Providian Financial

Senior Collections Manager, Nationwide Credit

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