Michael Riordan

Experience

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  Mountain Company, Inc.

  Jan 1976 - Jan 1980

  Assistant Manager

  Assistant Manager for the concessionaire at Mount Rushmore National Memorial. Located in the Black Hills of South Dakota, Mount Rushmore attracts approximately two million visitors a year. Supervised 100+ employees. Duties included cash control, inventory control, analysis of purchasing trends, general retail operations and customer service.

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  Michael Riordan

  Jan 1983 - Jan 1997

  Attorney at Law

  Practiced law in Arizona for 14 years. Operated in a number of offices ranging from a sole proprietorship to a medium-sized practice. Positions held included associate, managing partner, and owner. Extensive experience in the areas of Partnership law, Corporate law, Wills, Trusts and Estates, Real Estate law, Construction law, Bankruptcy law (Debtor and Creditor), Domestic Relations, Trial Preparation, Complex Civil Litigation, and Environmental Torts.

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  University of Phoenix

  Jan 1992 - Jan 2002

  Faculty Member

  Facilitated business law and ethics courses for the University of Phoenix in both online and traditional modalities. Served as a subject matter expert in the development of business law courses.

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  Apollo Group

  Jan 1997 - Oct 2013

  Co-created the Virtual Organizations, a unique learning tool that overcomes the inherent limitations of simulations and case studies. The Virtual Organizations allows students to apply the theories they have learned in the classroom in an environment that provides realistic real world data and an easily understandable context. The 20 different organizations are spread among various industries, geographic areas, and business forms. Materials are delivered via Internet and intranet websites that provide students with information that they probably do not have access to in their real jobs - employee files, confidential memos, student records and even evidence of illegal and unethical practices. The Virtual Organizations challenge critical thinking skills and provide students with the opportunity to engage in creative problem solving. Show less

  • Product Manager - Virtual Organizations

    May 2007 - Oct 2013

  • Web Designer

    Jan 2002 - May 2007

  • Project Manager - Instructional Developer

    Jan 1997 - Jan 2005
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  American Sentinel University

  Dec 2014 - Oct 2015

  Independent Contractor

  Performing contract assignments for an on-line, for-profit university. Curriculum DevelopmentEdited, performed quality assurance, and implemented curricular materials through the university’s learning management system for a wide-range of disciplines including biology, anthropology, chemistry and information technology.Project ManagementOrganized and conducted a two-phase audit of all nursing courses across undergraduate, graduate and doctoral programs in anticipation of an accreditation review.Strategic PlanningConsulted with university officials on ideas for innovative solutions to meet student needs in relation to a new MBA/Healthcare Administration degree program. Show less

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  Southwest Airlines

  Nov 2015 - now

  Customer Service & Support Representative

  Customer Service & Support RepresentativeUsing both proprietary and industry-standard applications, I deliver outstanding customer service to the traveling public on behalf of Southwest Airlines, the country’s most profitable, most flown, and most LUVed airline. I aid customers in making, changing and canceling their airline reservations. As I do so, I look for opportunities to educate customers in how they can utilize the Southwest Airlines website and mobile application to manage their travel needs. I am empowered to make decisions that balance the needs of the Customer with the interests of the company. Service CoordinatorIn my role as a Service Coordinator, I assist coworkers in interpreting, and implementing company policies and procedures, I troubleshoot software issues, and I help them navigate new software applications. Using specialized software and my analytical skills, I track the status and usage of funds and extend the expiration dates of eligible vouchers. In cases where a customer has asked to speak to a supervisor, I take ownership of the call and address the customer’s concerns, defusing tense situations and acting as the final authority for Southwest Airlines Customer Service & Support.Complaints Resolution OfficialAs a Complaints Resolution Official, I document claimed violations of disabled passengers’ rights pursuant to 14 CFR Part 382. I speak with the passenger to fully understand the situation and how they were affected. I document the incident and I advise the passenger of the procedures that will be followed in the processing of their complaint. Show less