Quality Assurance Military Veterans

MITCHELL L. PORTER

*** *. ***** ** ******** Ga **058 Mobile 678-***-****

*****************@*****.***

https://www.linkedin.com/in/mitchell-porter-0aa0a93 KEY PROFESSIONAL ACCOMPLISHMENTS

• 18 years of progressive leadership experience understanding company’s business metrics, building strong customer relationships and driving brand loyalty.

• Built and developed the company’s first-ever Quality Program (Trajector), which helped the company retain and assist over 20,000 Military Veterans secure disability benefits they medically, ethically and legally qualified for.

• Performed Quantitative Analysis on over 1000 QA monitors (Assurant), and as a result increased the business unit’s QA scores from 92% to 95% in 6 months.

• Delegated by Organization Director as spokesperson for Honeywell’s largest revenue-generating program (Baltimore, Gas and Electric BGE) in the Utilities Solutions portfolio. (23M in revenue)

• Promoted from CS Supervisor to Manager, Business Continuity (Assurant), from Service Dispatcher to Manager, Utilities Solutions (Honeywell) and from Resource Management Analyst to CS Supervisor (Verizon). 5 years of SaaS experience. RELEVANT EXPERIENCE

Genpact LLC – New York, NY

Technology Services Company headquartered in New York NY with 4.37 B in revenue in 2022 Manager, Quality Assurance Sept 2022 – current

• Perform (voice and non-voice) QA assessments to ensure quality standards are being met and valuable insights are gained into the needs of customers to help restore their properties and lives.

• Provide critical date management support to meet critical delivery objectives.

• Perform Quality audits to validate order details for services.

• Coordinate with Training Manager to identify trends to develop appropriate and effective learning interventions.

• Partner closely with service delivery eco-systems to understand and implement solutions. Trajector Medical - Gainesville, Fl

Medical Consulting company headquartered in Gainesville FL with $51M in revenue in 2021 Sr Manager, Quality Control June 2021 – Sept 2022

• Recruited and hired to create, build, develop and implement an effective Quality program with emphasis on evaluations and feedback to assist with moving military Veterans through our system to be service- connected ensuring they receive disability benefits they medically, ethically and legally qualify for.

• Understand business metrics to build a story which summarizes holistic quality performance, identify solutions and implement the necessary actions which lead to improved performance and high-level customer success using CRM platforms Salesforce, Zendesk, LiveVox, Twilio Flex and SpeechIQ.

• Responsible for monitoring, auditing and implementing quality & compliance standards, initiatives and analysis as well as leading continuous improvement projects and managing call calibration process across all business units.

• Performed QA audits to ensure the accuracy of coordinators providing free medical evaluations, collecting medical evidence to support the pursuit of disability benefits, provide comprehensive medical solutions and provide consultation when/if needed. The Home Depot (Corporate) - Atlanta, Ga

Home Improvement retailer headquartered in Atlanta GA with 11.96B in revenue Q1 of 2021 Manager, Pro Referral March 2021 – June 2021

• Trained team of Home Service Coordinators in handling calls, emails, and chats for Home Depot’s Pro Referral Program which helped generate over $25M in revenue.

• Managed Coordinators continuous improvement as they worked directly with Customers and Pros that call, email, or chat into the Pro Referral Contact Center.

• Perform Quality Assurance Evaluations for team of Coordinators, based on Pro Referral’s Quality Assurance guidelines as well as review Quality Assurance performance results.

• Provided a seamless, reliable experience by connecting quality Pro’s with homeowners looking to create the perfect home. Contributed to the Pro Referral department winning the TechCrunch 50 startup award. Assurant Specialty Property – Duluth, Ga

Risk Management products headquartered in New York City with 10.18B in revenue in 2021 Manager, Business Continuity March 2013 – March 2021

• Lead, organize, motivate and coordinated the day-to-day workflow activities of associates that perform the duties required of a Customer Care Specialist or Sr. Customer Care Specialist to ensure deadlines and service levels are met through high-level written and communication skills.

• Managed department to answer procedural questions and assist in resolving complex or escalated issues for a team of 17 agents regarding over $20M in property loss and insurance claims for EverBank, Wells Fargo and US Bank mortgage homeowners.

• Monitor Attendance and Punctuality of each Coordinator based on the Contact Center Attendance Policy and company SOP’s.

• Communicated and coached team of Coordinators through the review and Scorecard Metrics that include Schedule Adherence, Quality Assurance, Attendance Reliability, After Call Work and Productivity. Honeywell International Honeywell Utilities Solution (HUS) – Atlanta, Ga Aerospace Technologies conglomerate headquartered in Charlotte NC with 34M in revenue in 2021 Manager, Utilities May 2010 – March 2013

• Provided guidance, leadership, coaching and training to Honeywell Utilities Solutions Call Center personnel responsible for managing $30M budget for Utility companies across the country.

• Led a group of 16 Customer Service Associates to manage inbound/outbound calls in an ambiguous environment to provide support related to Energy Efficient, Demand Response and Smart Grid Programs for Utility Companies throughout the country.

• Effectively coached direct reports to schedule installations, troubleshoot issues and improve Quality.

• Maintained and updated employees' vacation/personal time balances, attendance, tardies, corrective action and Performance Reviews.

• Promoted from Service Dispatcher to Utilities Manager in 9 months by being self-motivated. Verizon Wireless - Alpharetta, Ga

Wireless Telecommunications headquartered in New York City with 107.8B in revenue in 2009 Supervisor, Customer Service September 2003 – May 2010

• Led and motivated Customer Service/Billing Specialists to achieve productivity and customer satisfaction goals as well as developed, coached, evaluated and trained Call Center personnel and manage account receivables with focus on customer billing.

• Conducted Quality Assurance monitors to team of 12, which consisted of 1 QA monitor per rep, per week.

• Approved and administered Corrective Action and quarterly Performance Appraisals.

• Proactively engaged with Leadership teams to establish a common understanding of talent acquisition processes, outcomes and service standards.

• Awarded 2008 “Most Improved” Supervisor for improving support teams monthly average data feature adds which reached 378 and awarded a new LG Venus device as a result. EDUCATION

Northeast Louisiana University – Monroe, Louisiana Bachelor of Science (B.S. Education/Science)

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