Mike North

About Mike North

Connect with me: m••••••••@comcast.netI am an innovative and driven Executive with 25+ years of experience driving profitability through innovations in customer experience, call center leadership, recovery solutions, customer service, and quality initiatives for Fortune 500 organizations.At Comcast, I’ve held a number of positions, most recently as Senior Director, Customer Experience for the Oregon/SW Washington Senior Leadership Team. During my tenure I was able to drive our rNPS performance form a -4 to a +10 in just under two years. With a keen focus on issue resolution and process improvement I was able to influence the culture in both our Technical Operations and Retail teams providing them with the tools they needed to provide a best in class experience for our customers. Prior to my role on the Senior Leadership Team within the region I led the Payment Services Center of Excellence for the West Division as Senior Director. In this role, I significantly lowered the employee attrition rate by recruiting strong leaders and engaging employees while focusing on providing a world-class customer experience. My team earned the West Division\'s Call Center of the Year in 2017 by improving productivity, employee engagement, and overall budget performance.I’ve developed a reputation as a turnaround expert who builds and motivates high-performing teams, while streamlining and automating processes. Throughout my tenure, I’ve repeatedly transformed under performing units into top-performing operations within their respective region/division.What sets me part is that I am a charismatic communicator with excellent interpersonal skills who develops strong relationships with stakeholders, vendors, executive management, direct reports, and customers. Key Competencies: Functional Expertise:| Customer Experience | Call Center Operations | Recoveries | Quality Programs | Strategic Planning | Business Development | Client Services | Business Plans | Finance | Call Center Tracking & Reporting Applications Leadership: Project Management | Team Building | Employee Development & Engagement | Change Management | Workforce Optimization Operations: Vendor Management | Contract Negotiation | Continuous Improvement | Cost Reduction | Financial Operations | Planning & Forecasting | Process Automation | Back-end Process Improvement Personal Attributes: Customer Focus | Strong Business Acumen | Problem-Solving | Decision-Making | Communications | Executive Presentations |

Experience

1. Oregon Zoo

   Feb 2023 — Present

Education

• Marylhurst University

  MBA, Sustainable Business

  2016

• Oregon State University

  Business

  1988 — 1992

Skills

• Cross-Functional Team Leadership
• Budgets
• Executive Management
• Program Management
• Solution Selling
• Operations Management
• Strategic Planning
• Business Process
• Forecasting
• Integration
• Strategy
• Salesforce.com
• Customer Experience
• Start-Ups
• Outsourcing
• Customer Satisfaction
• Training
• New Business Development
• Call Centers
• Business Development
• Telecommunications
• Analysis
• P&L Management
• Product Management
• Team Building
• Management
• Business Process Improvement
• Coaching
• Contact Centers
• Strategic Partnerships
• Call Center
• Leadership
• Performance Management
• Crm
• Sales
• Operating Budgets
• Process Improvement
• Business Analysis
• Team Leadership
• Vendor Management