michael howard
senior manager of support services - proact
About
Years of results-oriented leadership in pre and post sales client support management with a strong record of building and leading global teams in high-growth, dynamic environments, partnering to implement Cloud technologies, enterprise applications, infrastructure product support and service operations; improving the productivity of others; generating profitable service related revenues; and utilizing creativity in problem solving and management. Specialties: Providing world-class support to enterprise Customers, enabling Customer Success, setup & implementation of scalable Global support infrastructure and related processes, revenue generating Support Programs, successful outsourcing, leadership development, organizational transformation, team building, employee motivation, strategic planning, process redesign and improvement, customer relationship management, innovation and creative problem solving.
united states
syracuse
pharmaceuticals
customer satisfaction, crm, team leadership, team building, salesforce.com, cloud computing, technical support, leadership development, customer experience, strategic partnerships, management, analytics, operational excellence, customer relationship management, saas, contact centers, leadership, thought leadership, net promoter score, communication, operational strategy, operational execution, project management, streamlining operational processes, strategic communications, critical thinking, communication skills, generating revenue, enterprise software, call centers, business process improvement, software as a service, cross functional team leadership
Experience
senior operations manager
stream global services
* Worked with a variety of teams, programs and technology to drive performance, provide exceptional customer service and ensure delivery of positive financial results. * 13 direct report managers or a team of 15 * 25 direct agent resources * I was responsible for 200 on premise resources * Regular team engagement and collaboration to establish operational cadences * Performance management * Career development * Cross-functional collaboration for best tools and processes * Leader for all pilot lines of business
telecommunications engineer
verizon
Supporting customers, face to face and over the phone both before and after an installation or service request regarding their phone and internet services.
global operations director
stream global services
* Global management of 3 sites in each major geography for 24x7 operations, supporting all skills consisting of 400+ success engineers and 30+ managers * Directly responsible for 3 site leaders who partnered with me on budget, WFM, and performance management * Those teams processed 85% of all support volume available * Develop and maintain client relationships to deliver on evolving business and financial requirements * Sales meetings, contract discussions and negotiations * Lead cross-functional engagement with all necessary teams for most effective and efficient delivery of service * Several process and business improvement projects
customer service manager
proact - pbm
Responsible for the success of ProAct customer service.
director of technical support
salesforce
* Global management of 3 major skill groups (Analytics, Administration and Feature Activations) that consists of multiple sites and geographies, 183 success engineers and 20 managers * Directly responsible for 3 managers as well as my own team of success engineers for a total of 43 resources * Those teams process a combined total of nearly 5,000 cases per week, almost 30% of our overall incoming volume * Maintaining open projects with product and process owners to drive further efficiency and improvements to the business and its model * Persistent cross-departmental collaboration to deliver the best product and experience to our customers
senior manager of support services - proact
proact - pbm
Leading multiple PBM departments to include Eligibility, Implementation and Customer Service
Education
indian river central high school
jefferson community college
economics
While I focused on Business and Managerial Economics, topics regarding Psychology and Intrapersonal communication were a large part of where my emphasis was as well. Activities and Societies: Debate Team, Lacrosse and Wrestling
michael howard's Contact Information
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