Remote Client Experience Operations Leader

Michael Morris

Maricopa, AZ ***** 480-***-**** *******.*.******@*******.***

Summary

Experienced customer service leader with a proven ability to enhance customer interactions and vendor relationships. Skilled in driving operational efficiency and developing successful training programs. Strong track record of fostering collaborative environments and achieving measurable results in performance improvement. Skills

• Team Leadership

• Performance auditing

• Training development

• Customer Satisfaction Enhancement

• Vendor management

• Cross-functional Collaboration

• Data Analysis & Reporting

• Problem solving and resolution

• Client relationship management

• Strategic Planning

• Google AI Certified

Experience

SENIOR ANALYST VENDOR MANAGEMENT 04/2022 - 12/2025 Verizon - Chandler, Arizona

• Collaborated with leadership to develop action plans, resulting in improved customer satisfaction scores.

• Audited training classes to provide feedback that influenced success for new hires and existing employees.

• Analyzed center and departmental results to identify performance trends and recommend improvements.

• Collaborated with onsite leadership to pinpoint individual performance gaps and develop actionable plans.

• Ensured partner leadership team held employees accountable for actions and performance outcomes.

• Observed coaching interactions between front-line leaders and agents to highlight opportunities for improvement. Facilitated workshops that enhanced partner leaders' coaching skills, leading to measurable improvements in staff performance.

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• Conducted regular meetings to review site-level performance and address individual outliers.

• Led cross-functional projects, ensuring timely completion and alignment with organizational objectives. TECHNICAL FIELD ANALYST 06/2020 - 03/2022

Verizon - Chandler, AZ

• Developed and analyzed reports to identify actionable feedback for customer experience enhancement.

• Collaborated with leadership to implement corrective action plans for identified opportunities.

• Led projects to drive team initiatives, ensuring objectives were met on schedule.

• Created training materials using Enhance model to support product launches and reinforce training.

• Partnered with cross-functional teams to address unresolved issues beyond standard processes.

• Assisted Technical Support teams with complex technical issues, ensuring quality customer service.

• Monitored customer interactions via Verint to enhance performance.

• Communicated effectively with all leadership levels through presentations, documentation, and meetings. TECH ANALYST 12/2019 - 06/2020

Verizon - Chandler, Arizona

• Assisted escalated customers contacting executives, Better Business Bureau, or government entities.

• Identified trends and issues through reporting for resolution escalation.

• Provided cross-functional support to Tech Support leaders and teams.

• Collaborated with teams to manage projects and initiatives.

• Adapted work streams to meet evolving business needs.

• Served as subject matter expert on Verizon products, processes, and procedures.

• Delivered post-launch product support to enhance customer experience.

• Partnered with cross-functional teams to develop solutions for identified issues. TECH SUPPORT COORDINATOR 12/2018 - 12/2019

Verizon - Chandler, Arizona

• Provided technical support for customer inquiries and issues via multiple channels.

• Coordinated troubleshooting efforts between customers and technical teams effectively.

• Documented and tracked support requests in case management systems.

• Educated customers on product features and usage best practices.

• Collaborated with cross-functional teams to improve service delivery processes.

• Resolved escalated customer inquiries in a timely manner. CUSTOMER SERVICE SUPERVISOR 05/2015 - 12/2018

Verizon - Chandler, Arizona

• Supervised customer service team, ensuring high-quality support and service standards.

• Trained staff on Verizon products, systems, and effective customer interaction techniques.

• Resolved complex customer issues, providing timely solutions to enhance satisfaction.

• Monitored team performance, offering feedback and guidance for continuous improvement.

• Implemented process improvements to streamline operations and enhance efficiency.

• Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers. Education and Training

Google AI Essentials Certification

2026

University of Phoenix - Tempe, AZ Bachelor of Science Expected in 2028

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