Michael Morris
Maricopa
Summary
Customer service professional with extensive experience in customer interactions, leadership, and vendor management. Proven ability to enhance customer experience and drive operational efficiencies. Results-oriented with a strong focus on achieving measurable outcomes.
Overview
11
11
years of professional experience
Work History
Senior Analyst Vendor Management
Verizon
Chandler
04.2022 - Current
- Cultivated collaborative relationships with leadership across all levels and vendor partners.
- 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.
- Developed and facilitated workshops to enhance knowledge and coaching skills of partner leaders.
- Conducted regular meetings to review site-level performance and address individual outliers.
Technical Field Analyst
Verizon
Chandler
06.2020 - 03.2022
- 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
Verizon
Chandler
12.2019 - 06.2020
- 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
Verizon
Chandler
12.2018 - 12.2019
- 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
Verizon
Chandler
05.2015 - 12.2018
- 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
Bachelor of Science -
University of Phoenix
Tempe, AZSkills
- Data analysis
- Performance auditing
- Report generation
- Training development
- Customer experience
- Vendor management
- Problem solving
- Client relationship management
Timeline
Senior Analyst Vendor Management
Verizon
04.2022 - Current
Technical Field Analyst
Verizon
06.2020 - 03.2022
Tech Analyst
Verizon
12.2019 - 06.2020
Tech Support Coordinator
Verizon
12.2018 - 12.2019
Customer Service Supervisor
Verizon
05.2015 - 12.2018
Bachelor of Science -
University of Phoenix