Customer Service Project Management

Michael James Baker II

Arlington, TX ***** 214-***-**** ************.***@*****.***

BUSINESS ANALYST

Extensive experience directing, advancing, implementing and streamlining processes that optimize business performance and efficiency, including analyzing workflow, recommending solutions and analyzing business trends.

COMPETENCIES

Strategic thinking Training and Team Development Root Cause Analysis

Data Reporting and Analytics Project Management Risk Assessment and Mitigation SalesForce.com

NOTED LEADERSHIP ACCOMPLISHMENT

•Implemented Marketing outreach that increased digital sales by 33% and overall sales by 8%

PROFESSIONAL EXPERIENCE

Verizon Wireless, Irving, TX January 2020 – April 2024

Sr. Business Customer Success Analyst July 2022- April 2024

Developed and provided expertise in all wireless offerings, products, and services, specifically technology and Verizon Business Solutions Store assets for marketing purposes. Successfully coordinated deployments of up to 600 cellular devices at a time including cellphones, tablets, mobile broadbands, and tracking technologies.

•Strategized with sales during pre-sales calls to increase close rate of pending deals by 23%.

•Provided a white-glove experience for key account customers transitioning to Verizon.

•Worked with internal and external partners to ensure key client concerns were addressed by the appropriate teams.

•Recommended and implemented additional communications products post-sale.

•Created and led a mentorship program that encouraged peer led collaboration, in-call support, and role-plays to prepare new hires for customer conference calls.

•Customer success retained 100% of employees that participated.

Solutions Specialist January 2020 - July 2022

Partnered with B2B wireless sales partners to identify prospects, assist clients, and close multi - line accounts. Utilized POS to assist and retain current Verizon Wireless customers by offering exceptional telecom advice.

•Utilized Engage software for marketing purposes to prompt reengagement of past leads increase digital sales by 6%

•Achieved and surpassed monthly sales quotas with peers in a very fast-paced environment.

•Provided best in class customer service, evident by my earning high Interaction scores with clients.

•Consistently ranked within the top 5 for new phone activations and connected device additions within the district.

•Implemented management’s coaching to achieve top revenue sales within the district on 4 separate occasions.

Apex Systems, Irving, TX October 2018 - July 2019

Technical Infrastructure and PMO Recruiter

Created and Utilized Marketing Material to promote open requisitions. Partnered with leadership to develop and implement “Recruitment Strategies.” Partnered closely with Sales and Management Team to understand and deliver on client’s needs.

•Partnered with local and national technical consultants to identify contract, contract-to-permanent, and permanent positions in areas of IT, Business Applications, Telecommunications and Engineering.

•Maintained a best-in-class screening process by meeting all candidates for face-to-face interviews, conducting reference checks and administering technical tests.

•Maintained strong relationships with technical personnel through consistent communication, honesty and loyalty.

•Served as point of contact for career coaching, resume enhancements, pay rate negotiations, benefits and payroll questions.

Michael James Baker ************.***@*****.*** Page 2

Alcon: Surgical Sales, Irving, TX October 2017 – June 2018

Surgical Sales Training Coordinator (Contract) July 2018 - October 2018

Coordinated program execution in fast-paced environment while balancing internal and external deadlines.

•Assisted surgical field managers with obtaining appropriate credentials.

•Gained knowledge of product portfolio, sales process, research resources, and market.

Alcon: Vision Care, Irving, TX Inside Sales Intern (Contract) October 2017 - June 2018

Strategically organized and executed call plans spanning 2 separate territories encompassing CA/NJ/NY areas.

•Executed new initiative between field and inside team that ensured customer satisfaction and future loyalty for new accounts.

•Utilized detailed knowledge of ClearSlide and other sales channels to present effectively to practices.

•Allocated resources such as starter kits and trial lenses to best maintain sales and relationships.

UT Arlington: Department of Multicultural Affairs, Arlington, TX May 2015 - August 2017

Summer Marketing Intern Black History Month Chair

Expanded growth in number of applications by +15% in 4 flagship programs utilizing social media platforms and Constant Contact.

•Provided more than fifteen 20-minute presentations on the department’s mission and programs.

•Successfully hosted a day long conference titled “Black Leadership Institute” or ”BLI”.

•Raised attendance from previous record 96 attendees to 150.

•SWOT Analysis of department.

EDUCATION CERTIFICATIONS

Bachelor of Business Administration (B.B.A.) Marketing

Sales Certificate Recipient Elected Ambassador Multicultural Affairs Hall of Fame

University of Texas at Arlington, Arlington, TX

Associate of Arts Degree (A.A.)

Tarrant County College, Arlington, TX

Hootsuite, Platform Certification Credential ID 11041089

TECHNICAL SKILLS

Microsoft Office - Suite; Salesforce

ACHIEVEMENTS

Verizon - Champion of Revenue

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