Michael A. Kleinhenz
20+ years working in various customer service roles.
15+ years of leadership experience including performance management.
5+ years experience in leading technical customer facing team.
Change agent able to problem solve and drive for quick solutions.
Ability to manage virtually and remotely to drive excellent service.
Coach, develop and motivate employees to attain organizational goals.
Strong analytical, presentation and advanced negotiation skills.
Project Management experience with focus on embracing change.
Excellent in multitasking, organization, time management and operational efficiency.
Great relationship builder with focus on influencing through communication.
Engaging leader, problem solver and able to succeed in energetic fast paced environment.
Strategic and innovative leader with ability to drive collaboration cross functionally.
Technically advanced and expert in all Microsoft Office and other support applications.
Managed P&L for large contact center to increase resource utilization.
Experienced in design and implementation of CRM systems and technologies.
Led initiative to utilize voice of consumer to improve service and products for customers.
Able to excel in verbal and written communication along with excellent presentation skills.
Proven track record of driving results by leveraging data to improve service to customers.
Demonstrated ability to execute by utilizing relationships built with other departments.
North American Customer Service Manager - High Point, NC 2015 - Present
Drive operational and resource utilization for customer service for all of North America.
Led the creation, implementation and training of new Microsoft Dynamics CRM system.
CRM champion responsible for improving functionality, engagement and usage of Salesforce CRM system. Responsible for increasing user acceptance by 50%.
Reduced workload by 3 hours a day for the customer service team by automation of order confirmations to our customers.
Encouraged collaboration of team with other department to improve cross functional involvement which resulted in increased communication and improved relationships.
Standardized procedures across sites to increase productivity and efficiency.
Directed the move of customer service into central location allowing better use of resources.
Accepted the responsibility of the billing operations and tasks for North America and improved processes and response rate.
Created customer service vision that engaged team to be pro active in their customer communications.
Contact Center Manager - High Point, NC 2012 - 2015
Scheduled, trained and developed 150 customer service representatives. Collaborated with other departments to increase service to our consumers through product summary reports gaining 30% increase in efficiency.
Recruited, interviewed and hired over 300 employees in 2 years.
Reported and communicated the voice of the consumer to drive product enhancements.
Led integration of systems and standardization of processes for all 9 major Newell Rubbermaid brands into central location in High Point.
Directed the development, testing and training for transition from Oracle and other CRM systems to Salesforce.com in 2014.
Worked with CRM developers to drive new functionality to increase user satisfaction.
Achieved highest Net Promoter Score (74%) in company history.
Operated a successful move of technical call center to High Point in 2012 for Dymo.
Reduced abandon rate and Average Speed of Answer by 50% by maximizing resources and developing staff.
Customer Service Supervisor – Perrysburg 2009 - 2012
Improved customer service processes monitored improvements and communicated results.
Reported daily sales figures to management team and worked with sales team to pull up to $5 million in orders to exceed monthly sales goal.
Trained, evaluated and staffed group to develop strong customer service department.
Tested and reported all new SAP enhancements to increase productivity by 20%.
Worked cross functionally to discuss issues prohibiting high level of service to our customers.
SAP Business Process Champion and Ergonomics Operations Leader are other titles held during my tenure.
Attained experience in distribution and manufacturing principles with a concentration on lean processes.
Project Management experience including leading and assisting in 6 Kaizen events.
Customer Account Manager - Whitehouse, OH 2007 - 2009
Supported inventory management, problem resolution and order processing for industrial coatings division for global chemical manufacturer.
Built strong relationships to grow and optimize sales by creating efficient processes between plant and customer service department.
Associated Spring Raymond
Customer Service Representative - Maumee, OH 2000 - 2007
Influenced consumer demand by using organizational resources and technical expertise in the manufacturing of springs, struts and washers.
Added experience in purchasing while working as a procurement buyer.
Reached 100% order accuracy while leading the department in amount of orders processed.
Education and Training
Heidelberg University, Masters in Business Administration
Graduated with a GPA of 3.8 / 4.0 scale.
University of Toledo, Bachelors in Business Management
Worked full time through college.
Led training of Project Management Essentials – 2018 and 2019.