Mike McManus
General Manager - Customer Resolutions @Trail Appliances BC
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WORK HISTORY
General Manager - Customer Resolutions @Trail Appliances BC
Richmond, BC, CA
Direct management of contact center for all post-delivery appliance service and escalations for Western Canada\'s largest appliance retailer with 12 locations• Manage productivity, performance, and quality of team of 20 agents and 2 supervisors for 7 day/week operation• Appliance service over multiple sales channels: retail, single-family builder, multi-family builder, apartment replacement• Direct customer engagement in conflict resolution and escalated service issues: social media, Better Business Bureau, insurance claims, legal claims, executive escalations, property damage claims• Building and maintaining relationships with all major appliance suppliers and servicers with regular touch-base meetings• Cross-functional project management with leadership of multiple departments: finance, logistics, warehousing, reverse logistics, sales, executive level• Create and maintain all standard operating procedures for department• Reduced average speed of answer in service call center from 6 minutes to under 2 minutes with minimal headcount• Reduced average speed of response on email from 2-3 days to under 24 hours• Led project to replace pre-existing email and phone software with Zendesk, over 4 years of direct administrative and user experience• Working knowledge of CRM (Salesforce), inventory control (Syspro), other contact center/ticketing software (Five9, InContact, Zendesk)
SKILLS
ABOUT MIKE MCMANUS
Over 20 years of managing and developing multiple direct reports• Highly consultative and collaborative approach with outstanding relationship management skills• Solid leadership, decision-making, conflict management, and problem-solving abilities• Outstanding organizational, process improvement, change management, and customer service skills• Experienced and effective in negotiation, resolution of conflict and escalated customer service issues• Extremely strong written and verbal communication skills• Proficient in SalesForce CRM, Zendesk, MS Word, MS Excel, MS Outlook, major social media outlets (Facebook, Twitter, Instagram, etc.)• Strong analytical and problem solving skills
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