Michael Fiugalski

Experience

• 

  Ingredients For Bakers, Inc.

  Aug 1996 - Mar 2007

  Operations Manager

  - Managed inside and outside sales for the customer portfolio consisting of 40+ accounts totaling $2,000,000 in annual revenue- Computerized inventory tracking, invoicing, and accounts receivable systems- Managed inventory stock levels and reduced loss levels through proper handling of perishables

• 

  Freelance (Self employed)

  Sept 2002 - now

  Visual Designer

  • Deliver projects in a wide variety of disciplines from visual, graphic based pieces to physical, consumer centric products• Develop design proposals with clear communication of the project process and intent• Build new as well as refresh websites to increase web presence of client• Facilitate client meetings to understand user needs while focusing on successful communication of briefs

• 

  Garnet Volkswagen

  Apr 2003 - Jul 2004

  Finance Manager / Sales Representative

  - Managed two finance and insurance offices in one of the largest Volkswagen dealers in Pennsylvania- Arranged additional lending solutions with banks to provide more buying options for customers- Increased revenue by 40% for backend products related to warranty and insurances- Consistent top three salesperson for the dealer on a month-to-month basis- Top scorer for customer feedback and satisfaction- Brand ambassador for outside sponsored events to help promote company presence Show less

• 

  Discover Financial Services

  Feb 2007 - Aug 2011

  Accountant / Business Analyst

  • Introduced a new general ledger system to the accounting department that introduced a newer, more efficient GUI interface, decreasing reconciliation times by 100%• Main inter-department contact for the financial and business technology teams for all internal projects, UAT and regression testing• Managed a portfolio of mortgages by streamlining the reconciliation and accrual process, identifying market trends, and built reporting for leadership• Conducted user interviews and process evaluations with various internal teams to build process efficiencies Show less

• 

  Hyatt Hotels Corporation

  Apr 2013 - Jul 2013

  Area IT Manager

  - Quickly and effectively changed the face of IT in the three Boston area hotels to be more customer facing and approachable- Managed the technology of the 2013 NFL draft hosted at the hotel, while collaborating with AV teams for seamless integration of streaming services - Introduced a new communication system for the hotel staff to meet updated guidelines passed by FCC

• 

  Apple

  Sept 2014 - Jun 2017

  - Customized educational content to best suit employee needs, resulting in less turnover and higher NPS scores- Crushed allotted training times for new sales associates and technical leads by 15%- Invigorated new and existing team members by refreshing training materials, producing higher consumer insight ratings - Leader for new business development in both consumer and small business markets, resulting in year-over-year growth of over 20% and 60%, respectively- Developed sales and service strategies based on consumer insight analysis, grossing higher sales and service revenue- Empowered coworkers with allowing them to make decisions managers would normally make, freeing up leadership time - 100% positive customer engagement score from over 200 surveys, based on knowledge, ability to relate, rapport building, and interpersonal skills delivering 30% greater than national average- Created a team environment of openness and personal growth by leading groups with positive feedback sessions- Subject matter expert in product features and benefits, driving quantifiable results quarter over quarter of 20%

  • Trainer

    Jan 2017 - Jun 2017

  • Sales Leader

    Nov 2015 - Jan 2017

  • Sales Associate

    Sept 2014 - Nov 2015
• 

  Hyatt Hotels Corporation

  Jun 2018 - now

  Information Technology Manager

  • Trained end-users in internal communication tools, resulting in fewer support ticket incidences by 30%• Successfully implemented an intranet tool across the entire hotel portfolio, consisting of over 900 hotels, leveraged by internal system API’s, regional, brand, and user data• Reduced resolution times of global support needs based on incident data and customer feedback by 50%• Improved user experience journey through customer data analysis and user interviews, resulting in 25% higher NPS scores• Collaborated with developers to build and implement solutions that reduced internal tickets by up to 75% • Identified opportunities within frequently used processes and solved for those, focusing on user experience and scalability to drive meaningful results Show less