Micheal Bennett

• Grow direct customer profitability for assigned key accounts in assigned territory/market.
• Call on all current and potential customers in the assigned territory and other areas upon request.
• Assist in improving vendor relationships.
• Maintain effective work relationships within the company and with key accounts.
• Quote jobs for customers (under management guidelines) including determining the cost of material, submittals,
estimating, providing material specifications, and pricing to the customer.
• Assist with expense reimbursements and customer management reports.
• Review and edit customer pricing with intent to maximize gross margins.

• Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
• Forecasted sales and established processes to achieve sales objectives and related metrics.
• Streamlined internal processes, reducing administrative workload while maintaining a focus on quality service delivery.
• Led cross-functional teams to develop customized solutions that addressed unique client needs, resulting in increased sales.
• Established rapport with potential customers at industry events, expanding brand reach while gathering valuable market insights.
• Identified profitable business leads and built pipeline of prospective customers.
• Operated within budgetary constraints, participated in development of annual budget forecasts and reconciled operating budget.
• Managed a diverse portfolio of national accounts, ensuring consistent revenue growth and profitability.
• Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
• Collaborated with business development managers in partner planning process to develop mutual performance objectives, financial targets and critical milestones.

• Developed strong relationships with clients through consistent communication of project updates and prompt resolution of concerns or issues.
• Established clear lines of communication among various departments involved in the construction process to ensure seamless collaboration toward shared objectives.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Conducted thorough risk assessments to proactively address potential issues before they escalated into costly problems.
• Reduced safety incidents by conducting regular site inspections and enforcing strict adherence to safety protocols.
• Established team priorities, maintained schedules and monitored performance.
• Reviewed applications and resumes to support hiring activities.
• Optimized job postings for maximum visibility on various job boards, social media platforms, and professional networks.
• Collaborated with legal and compliance teams to review paperwork, obtain feedback, and procure available information for new training processes.
• Mitigated risk factors in the recruitment process by conducting thorough background checks and reference verifications for potential candidates.
• Negotiated competitive salary packages on behalf of clients, ensuring equitable compensation structures aligned with industry standards.

• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
• Delivered performance reviews, recommending additional training or advancements.
• Controlled finances to lower costs and keep business operating within budget.
• Evaluated employee records and productivity and submitted evaluation reports.
• Optimized office workflow by analyzing existing processes, identifying areas for improvement, and introducing innovative solutions to increase efficiency.
• Cultivated strong relationships with vendors and partners supporting administrative operations.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
• Led regular staff meetings to address concerns, share updates on office policies or procedures, and encourage open communication among team members.
• Implemented project management techniques to overcome obstacles and increase team productivity.
• Created organized filing system to manage department documents.
• Identified opportunities to streamline processes and improve office operations and efficiency.
• Oversaw and maintained 7 offices within the Arizona region spearheaded all operations and administrative task for employees and clients.
• Organized and updated databases, records and other information resources.
• Reduced errors in billing and coding processes through meticulous oversight, ensuring accurate financial records and timely payments from insurance companies.
• Established strong relationships with vendors and suppliers to secure competitive pricing on medical supplies, ultimately lowering overall costs for the practice.
• Facilitated cross-functional collaboration within the clinic to promote teamwork amongst various departments leading to better patient experiences on all levels of care delivery.

• Collaborated with cross-functional teams to optimize workflows, resulting in improved interdepartmental communication and coordination.
• Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
• Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
• Championed continuous process improvements initiatives that significantly reduced customer wait times and improved overall service levels.
• Executed Monthly Performance Plans with representatives to to identify production gaps.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
• Enhanced team performance with consistent coaching, feedback, and development opportunities.
• Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
• Developed and implemented customer service policies and procedures.
• Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
• Created team rotations to man center effectively during peak hours.
• Developed quality employees within call center to take over leadership positions.
• Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
• Recruited, trained and onboarded new agents, maintaining exceptional service standards.
• Supervised 30 agents in providing excellent customer service to callers requiring assistance for medical visits both in home and mobile, to maintained and help with medical issues [Type] issues.

Training and preparing call center representatives to understand and comply with all call center objectives,
performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Examine and evaluate agent performance, providing learning or coaching opportunities, and focusing on
professional development, engagement, and recognition
• Monitor program operations to meet performance requirements, including quality, productivity, attendance,
compliance, and corrective discipline
• Identify operational issues and troubleshoot or suggest possible improvements.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Develop relationships with other internal groups to improve speed and quality of issue resolution and to
recommend process improvements 2
• Resolve escalated client concerns to determine appropriate action, balancing superior service with fiscal
responsibility
• Working with counseling leads and management team members to support agents in drafting/editing/updating
standard operating procedures and/or training materials
• Coordinate with senior leaders in a reporting environment
• Manage a team made up of several support services.
• Execute designed standard operating procedures for “BPO” site
• In coordination with Site Managers; monitor, coach and develop agents
• In coordination with Workforce Management, manage the agent schedules
• In coordination with WFM, manage adherence, occupancy and utilization
• In coordination with Payroll, manage timekeeping of call center agents
• Fulfill assignments and work orders as placed by business units
• Prepare and present reports demonstrating success, exceeding expectations

Lead a group of 15-30 advisors who will communicate with customers by telephone and written
communication to collect on 1 to 120 days past due accounts.
• Review team activity, identify trends, and assess team effectiveness in order to achieve departmental goals
• Lead by example to improve the performance and behaviors of the team
• Coach and counsel staff for peak performance. Address and resolve issues of poor performance or unacceptable
behavior. Work to determine the best approach to resolve an employee problem
• Work to determine the best approach to resolve an internal or external problem
• Assist team members with escalated calls and daily operational duties
• Monitor calls and review account activity with team members
• Ensure internal policies and procedures and all governmental regulations are consistently applied and adhered to
by team members
• Assist management with employee development including training and mentoring, writing performance
reviews, counseling, and participating in corrective action meetings
• Analyze, suggest, develop, and implement procedural changes to improve efficiency and productivity
• Document and resolve customer complaints
• Manage team attendance and scheduled absences to ensure proper staffing levels are met
• Manage timecards in accordance with Company guidelines
• Recommend and assist in the implementation of procedural changes to improve production and efficiency of
operations

Log and Update Time & Attendance
• Approve and submit refund requests to accounting
• Review cancelled memberships, forward to correct department and coach to any inaccuracies from the call taker
• Monitor team chats, responding to questions and verifying new hire jobs
• Monitor and respond to Podium and BBB reviews both positive and negative in a timely manner
• Communicate with the Answering Service when changes to the schedule occur
• Monitor DialPad Dashboard and Service Titan to obtain additional phone coverage when necessary
• Take inbound calls each day to not only assist when calls holding but to demonstrate proficiency to call takers
• Keep the call center up to date on any changes made to policies and procedures
• Produce individual Growth & Development Plans/Action Plans
• Provide Feedback and Coaching (Side by side)
• Performance Monitoring and Training
• Manage & Distribute the Shared Account
• Updated the Call Center on Service Updates throughout the day as they change
• Build relationships through communication with Dispatch & Leadership re: daily overview and call volume needs
• Complete new hire paperwork for hired candidates, post interview.
• Conduct interviews (based on company policy) and call applicants to schedule interviews
• Complete performance management documents and deliver the communication to the employee
• Meet with the Team Leads daily to ensure plans are in place for each shift
• Coach and develop the Team Leads and validate they are executing as trained with their team members
• Balance meeting cadences with executable actions and ticket management that are reinforced by implicit and
explicit timelines
• Be able to synthesize complex processes and abstract ideas into clear and executable project components,
stages, and tasks
• Utilize your excellent organizational and time management skills to ensure projects remain on schedule
• Effectively communicate project updates, status, needs, and issues to proper stakeholders who range from
department leadership, product management teams, compliance, legal, and members of senior leadership