Andy Mickelson
- Role
- Vice President, Customer Support at Vertafore
- Location
- Denver, CO, US
- LinkedIn followers
- 500 followers
About Andy Mickelson
A customer-centric VP with expertise in building scalable solutions, high-performing…
Experience
Vice President, Customer Support
Jan 2019 — Present
Deliver strategic oversight and direction of customer support initiatives across 5 Centers of Excellence located in the U.S. and Canada. Orchestrate budgetary parameters and core financial objectives for all of Customer Support totaling $12M.Concurrently administer processes at all locations while creating, launching, and improving new/existing customer solutions attentive to quality experience management and set KPIs. Serve as the primary point of contact for advanced customer issues; share vital information and data to support staff growth and self- sufficiency in key problem-solving. Managed data, reporting, and service analytics using actional insight to ignite change management. Launched 24x7, on-call, and premium customer support models that delivered on a commitment to best-in-class customer experiences. Planned/rolled-out the incident communications playbook that established structure and engagement methods to resolve high-impact outages. Implemented staff empowerment and recognition programs which greatly boosted employee relations, engagement, and performance. Administered AI chatbot and Live Agent Chat Support systems, processes, and improvements; collaborated with the management team, CSRs, and customers to enhance, streamline, and bolster automation/AI services. Reduced call answering time from 6 to 10 minutes to under 30 seconds. Improved CSAT scores from 8.8 to 9.4.
Education
Indiana University Bloomington
Bachelor of Science, Informatics
2000 — 2004
Skills
- Web Analytics
- Search Engine Optimization (SEO)
- Web Design
- Business Development
- Customer Satisfaction
- Vendor Management
- Business Process Improvement
- Team Leadership
- Networking
- Management
- Social Media
- Start-Ups
- Microsoft Office
- SEO
- Sales
- Html
- Cross-Functional Team Leadership
- E-Commerce
- Recruiting
- Outsourcing
- Professional Services
- Project Management
- Coaching
- Account Management
- Software as a Service (Saas)
- New Business Development
- Team Building
- Microsoft Excel
- Leadership
- Operations Management
- Customer Experience
- Integration
- Saas
- Process Improvement
- Call Centers
- Marketing
- Customer Service
- Product Management
- Training
- Program Management
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