M I C H A E L D Y E R

**** *. ****** ***** ********* · Pasadena, California 91102

626-***-**** · addhsv@r.postjobfree.com

VICE PRESIDENT OF CUSTOMER SERVICE

Dynamic Executive with over 30 years of telecommunications and retail industry customer service and change management experience. Demonstrated mergers and acquisitions expertise driving process and cultural migration Skilled at team building and leadership growing a small start-up company into a national, world-class telecommunications provider. Proven knowledge of telecommunication products, systems, services, and operations.

Call Centers · Budgeting · Cost / Benefit Analysis · Ops Management · Cost Reduction · Payroll · Reporting

Change Management · Consulting · Strategic Planning · Team Leadership / Motivation · Process Improvement

Sales Cycle Management · Start Ups / Turnarounds · Expense Control · Joint Ventures · P&L · Restructuring

QA / Testing · Negotiations · Training / Development · Merchandising · Outsourcing · Vendor Relations · M&A,

Policy Development · Talent Management · Performance Management · Employee Engagement · Client Relations

Risk Management · Customer Service · Project Management · Telecom Billing · Scheduling · Order / Billing Quality

TELEPACIFIC COMMUNICATIONS · Los Angeles, California · 1999 – Present

Provider of managed IT communications services, connectivity cloud, and business continuity services.

Vice President, National Customer Experience · 2018 – Present

Led US teams managing order processing, provisioning, billing, customer fulfillment, and retention. Maintained outside agent and vendor relationships.

Achievements:

Directed quality assurance teams providing order and billing, customer service, and call center operations.

Director, Service Delivery · 2009 – 2017

Maintained customer order processing on legacy networks and spearheaded three system migrations. Led 50 employee team providing training, mentoring, and coaching to enhance performance. Developed training documents and materials. Managed customer service providing communications and escalation to CADS-Managed Services and VAP teams for resolution. Monitored productivity and tracked orders to ensure efficient delivery and customer satisfaction. Directed customer credit and satisfaction reporting, managed human resources, and maintained vendor relations to enhance product and process development.

Achievements:

Reached 94% customer service rating building progressive improvements for eight consecutive years.

Reduced customer credits for seven years, lowered overhead cost, and increased productivity over six years.

Improved customer billing accuracy to 99.2% to ensure maximum satisfaction.

Manager, MACD · 2006 – 2009

Directed Moving Average Convergence / Divergence for call center operations. Managed customer data including changes, additions, retention, and disconnects. Supported installation of new management order processing system for call center. Developed reporting metrics to enhance customer service and support. .

Achievements:

Lowered customer credits by 20% over three years.

Order Entry Manager · 2003 – 2006

Established quality assurance billing process, customer database, order tracking systems, and sales commissions.

Achievements:

Developed order entry department to efficiently process customer purchases.

Manager, Special Operations · 1999 – 2003

Performed new product testing and led data migration from a manual to automated billing system.

Achievements:

Maintained customer order system and provided company production reporting.

Additional Experience

Store Manager / Captain, Trader Joe’s, Los Angeles, California

M I C H A E L D Y E R · Page 2 · addhsv@r.postjobfree.com

EDUCATION

Media Studies

Pasadena City College, Pasadena California

PROFESSIONAL TRAINING

IT, Order Management Systems Training, TelePacific Communications

Human Resource, Management, Business Writing Courses

Trader Joe's Management Training

COMPUTER SKILL

Microsoft Office Suite, Kronos, Remedy, Proprietary Software, Quickbase, Oracle

AWARDS AND RECOGNITION

Patriotic Employer Award, Department of Defense

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