**** ******* *****, ******

Phone 316-***-****(cell)

Michael Barbieri

OBJECTIVE:

To continue to guide individuals toward goal achievement using negotiation, teamwork, collaboration and staff development skills, including the ability to act as a role model within the organization. Ensure client service levels and budgets are consistently achieved, while planning for upcoming needs and implementing change in a positive manner. Maintain adaptability and flexibility to the changing environment while ensuring the group operates according to company and client policies. Provide timely submission, follow-up and documenting of approvals for all agents required to obtain security clearances to work secure cases. Train agents and subordinates to exceed the expectations of the client and service center operational management teams. Provide inbound and outbound collection service establishing payment plans etc. to meet client expectations.

PROFESTIONAL EXPERIENCE :

2020 to Present Faneuil -

Senior Supervisor Humana 9/20 to Present

65 total team members includes 2 supervisor and 2 subject matter experts

2017 To 2020 Protection One(ADT) Wichita,Ks

Account Manager (Retention/Upgrades)

2007 TO 2017 Convergys Corp Wichita, Ks

Technical Service Manager Netapp

Technical Service Audit Manager Netapp

Team Leader Convergys

Operations Manager Convergys

Work Force Supervisor Convergys

Client Services Manager Convergys

Supporting; coaching; developing and supervising a group of employees in a Service Center/Operations environment (18-20). Effectively interact with team members that have diverse backgrounds and temperaments. Coach team members on their performance on a regular basis, and write and deliver bi-annual performance appraisal. Communicate positive as well as negative feedback, adapt coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encourage all team members in incremental performance improvement. Consistently monitor team to proactively identify potential problems and with guidance ensure appropriate parties are engaged through to resolution. Through coaching, ensure agent metrics are achieved, i.e., PTV, Schedule Adherence, Attendance and Sales Targets. Take end-to-end ownership of employee issues that require liaison with others .Obtain, maintain security clearances for agents working secure cases.

1995 to 2007 Raytheon Aircraft Corp Wichita, Ks

Customer Relations/Financial Services Manager

Managed a worldwide staff of 65 to achieve a top five ranking in the industry.

Managed worldwide credit/collections to ensure cash flow projections were met.

Case Western University Cleveland Oh MBA 1979

University of New Haven New haven Ct Bachelors in Business Administration 1971

Valley Forge Military College Wayne, Pa Associates in Business Administration 1967

U.S Army Command and General Staff School

ADDITIONAL EXPERIENCE

U.S. ARMY RETIRED: LTC

Commander Red River Army Depot

Responsible for over 4,000 employees and inventory valued at $100 Billion

References:

Krista M. Boyle Jason A. Brown

VP Corporate Communications Concentrix Manager South America Oerations

513-***-**** 513-***-****

Brandon Williams

NGS Project s Manager Netapp

919-***-****