Michael D. Smith

Email: ad3xj9@r.postjobfree.com

Mobile: 313-***-****

PROFESSIONAL EDUCATION:

Wayne State University – Detroit, Michigan August 2019 – August 2021

M Ed. – Educational Leadership

Oakland University - Rochester, Michigan June 1990 - June 1995

B.A. – Speech Communication

Career summary:

As a Leader/Mentor/Coach, I have 20+ years of experience in management and leadership in both the education and corporate spheres. I am interested in a position that allows me to support middle and high school students to prepare them for post-secondary education.

Experience:

DTE Energy November 2021- November 2022 May 2023-August 2023

Quality Assurance/ Data Analyst and IT

•I elevated and corrected trends by guiding 1-2 teams (15-30 CSR’s) to adhere to Ulysses 8 step call management process in the arrangement of evaluating recorded calls, thereafter, completing a Quality Evaluation Form, providing feedback in the form of IDEA via recorded video and Teams Chat.

•I tracked and reported out monthly submissions of Quality Analyst Department submission of evaluation correction forms.

•I analyzed and complete evaluation correction request forms

•I researched and provided access to management to listen to recorded calls regarding investigations, trainings and complaints.

•I added and gave access to new or promoted employees to Accountability, Implementation and Measurement for access to Customer Service Reps and Quality Assurance Professionals communication.

•I provided daily reports through AIM on Quality Assurance Professionals completed task and recorded results on CSOS Platform used for Power BI analyzing weekly department status.

•I updated/ reset passwords for current employees.

•Scheduled investigators in the RMP department for theft and collections appointments using CRM (Customer Relationship Management) FSE (Field Service)

Office of College and Career Readiness January 2021-June 2021

Internship

Detroit Public Schools Community District

•Coordinated participation between employers and students in Work Based Learning Programs and worked with the event planning team to organize the annual culminating event.

•Critiqued materials needed for various presentations for marketing purposes.

•Produced Coffee and Conversation segment to recruit employers for our work-based learning program.

•Designed students and employer evaluations for Work-Based Learning Programs

•Co-wrote $100,000 Horticulture Farm to Table grant.

•Synchronized delivery of STEM Kits to high schools and student’s residence through Lightweight Innovations For Tomorrow (LIFT)

Academic Instructor November 1996 – September 2011

Detroit Public Schools

Redford Public Schools

•6th – 12th grade instructor

•Created and implemented daily lesson plans for Computer Science, Basic Math, Algebra, and Geometry

•Participated in faculty weekly meetings and yearly assigned professional development.

•Created progress and grade reports.

•Conducted parent meetings as needed to discuss student progress.

•Coached 8th grade boys’ basketball team and assisted with boys’ varsity team.

Coaching October 1991- June 1995 June 2002- August 2002

Head Coach, Assistant Coach

Oakland University, Inkster Edison High School (Michigan)

•Provided scouting reports on potential recruits and future opponents.

•Developed film reports for pre-practice meetings.

•Conducted fundamental exercise drills with players as well as analysis of game time performance.

•Coached and refereed games during summer camps

•Head Coach for Michigan Wolves Girls AAU Team (Class B State Champions)

Empire Luxury Transport April 2019-Present

Consultant/ Project Manager

Roseville, Michigan

•Trained office staff and drivers on client protocols and daily functions of the office

•Managed transportation needs for Detroit Pistons Team, executive office, coaching staff, and their families.

•Oversaw daily operations for luxury transportation company for weddings, corporate group outings, sporting events, and airport transportation.

•Used Drive Anywhere application to monitor trips and secure transactions.

•Maintained records for vehicle inspections, mileage, and services.

Customer Service Agent/Specialist (various) July 1996-Present

Detroit Public Schools Transportation Department

Blue Cross Blue Shield of Michigan

General Motors Mobility Program (On Star)

•Served as liaison for parents/guardians and Detroit Public Schools Transportation related personnel resolving issues, handling grievances according to district protocols, and sharing policies and procedures.

•Communicated with transportation vendors regarding transportation related operations.

•Member of interview team for perspective employees

•Served as liaison between customers and insurance company to resolve inquiry issues and concerns from beneficiaries, subscribers, accounts or providers.

•Gathered external data, analyzed and serviced various product lines.

•Initiated status reports to expedite delays.

•Directed inquiries to the proper department for accurate assistance.

•Evaluated and adjudicated claims and inquiries

•Prepared and distributed daily incident reports relevant to customer product issues.

Honors

•Graduated Summa Cum Laude from Wayne State University

Volunteer Work

•Site Coordinator, Black Male Educators Alliance

•Vice President, Board of Directors Book Club for Babies

•Wayne State University COE Graduate Student Council Member 2019-2021

•Detroit Public Schools Community District Family and Community Engagement

•DTE Energy (various projects)

Certification

•State of Michigan School Administrator Certificate 2021

References

Furnished upon request.

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