Mike Haile
Senior Contact Center Consultant at NextGen Consulting
- Role
- Senior Contact Center Consultant at Nextgen Consulting
- Location
- Dallas, TX, US
- LinkedIn followers
- 500 followers
About Mike Haile
A seasoned professional and effectual leader that has over 16 years of experience, with…
Experience
Senior Contact Center Consultant
Aug 2020 — Present · Dallas, TX, US
Assisted contact centers in developing and executing tailored operational plans to increase performance, profitability, and customer satisfaction (CSAT) scores.• Examined current corporate strategy, metrics and KPIs, company structure, goals, products, services, and policies.• Acted as a liaison between contact center and other internal departments to partner on various continuous improvement initiatives based on customer feedback.• Trained management team how to effectively coach, develop, and increase employee morale aligned with organizational goals and KPIs.• Addressed training and knowledge gap issues, identify concerns and escalated to management as necessary.• Leveraged database reporting to identify high volume calls and create proactive action steps to ultimately reduce contacts to the customer service department.• Developed request for proposals (RFP) to win new business and illustrate what services could be provided
Education
University of North Texas
Bachelor of Science - BS, Criminal Justice and Corrections
2016 — 2018
Plano East Sr High School
High School Diploma, General Studies
2003 — 2005
Dallas College
Associate's degree, Graphic Design
2014 — 2016
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