Michael J Smeltzer

About Michael J Smeltzer

All my life I have wanted to understand what makes things work. That is why I love fixing things and process improvement! My love of puzzles and seeking to understand cause and effect are what compels me to be a leader and a change agent too.I take a systematic approach to everything I do. Before you can solve a problem you have to seek to understand it. Seeking to understand has never meant gathering tons of data and running statistical models for me, although those skills do have their place. What seeking to understand means to me is connecting with the people that do the work and are the customers of each phase of that work. Those experts know what is wrong and those experts know how to make an improvement. What I do is help the experts that are already there articulate and create transformational plans that lead to better outcomes.Seeking to understand problems is where I derive my expertise in developing new leaders too. I seek to understand motivation and also to observe what leaders are actually doing and then seek to understand how employees react to that leader’s actual actions. By showing a leader what they are doing and also understanding why they are taking that action leads to change. I partner with leaders to help them find a better path, always seeking to understand the actions they take and the impact of those actions.By solving real problems and leading my teams to first identify and then solve their own problems I improve team performance and customer experiences. I incrementally improve the bottom line by driving efficiency into operational processes in a defined and measurable way. I improve team morale by defining roles and making tasks easier and more fulfilling. Showing people what success looks like guides them and then celebrating wins reinforces positive change.

Experience

1. Sr Director of Customer Experience and Support

   PerfectServe

   Apr 2025 — Present

   As the Senior Director of Customer Experience, Support at PerfectServe, I am responsible for evolving support center operations. Leading cross-functional engagement, I enhance the customer experience following a Knowledge-Centered Service (KCS) model. I oversee omni-channel customer service teams, ensuring seamless support across phone, web, and chat channels. With a focus on strategic initiatives, human capital management, and vendor relationships, I drive improvements in support center operations and contribute to churn management in the SMB customer market.

Education

• Webster University

  Master of Arts in Management, Management and Leadership

  2010 — 2012

• Webster University

  Bachelor of Arts, Management

  2006 — 2009

Skills

• Quality Assurance
• Business Analysis
• Strategy
• Cross-Functional Team Leadership
• Employee Benefits
• Customer Service
• Process Improvement
• Operations Management
• Contact Centers
• Account Management
• Change Management
• Healthcare
• Team Management
• Coaching
• Microsoft Excel
• Operational Excellence
• Leadership
• Microsoft Office
• Strategic Planning
• Employee Relations
• Hiring
• Business Process Improvement
• Microsoft Dynamics Crm
• Performance Management
• Team Building
• Management
• Performance Improvement
• Team Leadership
• Project Management