Michael Stewart

About Michael Stewart

Aspiring finance professional with 7+ years of experience improving performance throughtraining, operational analysis, and team leadership. Strong foundation in data-drivendecision-making, financial analysis, and customer strategy. Currently completingcoursework in Financial Accounting and Microeconomics as part of a Bachelor’s in Financeprogram, reinforcing core concepts in markets, reporting, and valuation. Completed finance-focused job simulations with Goldman Sachs, applying asset valuation and risk managementtechniques to real-world scenarios. Looking to transition into finance by leveragingleadership, critical thinking, and a deep understanding of operational metrics.

Experience

1. Ibs & R (Inbound Sales and Retention) Facilitator

   Charter Communications

   Jul 2021 — Present · Austin, TX, US

   Facilitated virtual, in-person, and hybrid training for over new hires across a 12-week program, managing cohorts of up to 35 agents at a time. Coaching focused onmaximizing customer retention, improving save rates, and aligning with revenue-driving KPIs including Monthly Recurring Revenue (MRR).• Spearheaded a curriculum redesign that accelerated new hire ramp-up, increasedrevenue per rep, and improved onboarding ROI, while maintaining 100% accuracy intraining documentation and schedule adherence to support audit-readiness andoperational efficiency.• Managed classroom logistics, training documentation, and daily operationalperformance while leveraging CRM data and performance reports to pull insights, coachagents, and reinforce compliance with business rules. Improved save performance,retention, and Customer Lifetime Value (CLV) through targeted coaching, boosting teamcommissions and program ROI.• Conducted regular performance monitoring using CRM and call data, providing datacentric feedback that enhanced agent compliance with business rules aroundpromotional credits, escalation handling, and customer incentives.• Partnered with leadership to implement curriculum feedback and policy updates,ensuring alignment with operational goals and improving overall training effectiveness.• Coached agents on leveraging Charter’s value proposition through side-by-sidecompetitive analysis, supporting retention strategy and minimizing churn.• Drove performance improvements through real-time feedback and post-traininganalysis, improving curriculum quality and agent preparedness to impact key businessdrivers like MRR, churn reduction, and upselling efficiency.

Education

• Southern New Hampshire University

  Bachelor of Science - BS, Finance