Michell Young

Experience

• 

  Ameridial, Inc.

  Jan 2003 - Aug 2021

  -Secured the success and growth of multiple client partnerships-Monitored, managed, and calibrated customer KPIs while developing additional opportunities of growth for client business-Introduced Customer Journey Mapping and advanced Client’s CSAT scores-Developed forecasting, budget, and sales plan. -Developed training program & compensation plan for Project Supervisors to upskill teams of customer care & sales specialists leading to improved employee engagement and reduction in attrition-Conducted regular performance reviews of individual supervisors while creating goals and education plans for useful skills in managing team members -Implemented forecasting and schedule for team members to meet SLAs-Monitored and coached each employee for continuous improved performance & quality -Analyzed performance reports to prioritize coaching needs throughout company and conducted one-on-one counseling sessions for improved performance and quality -Managed a team of 40+ agents to conduct outbound volunteer recruitment calls for multiple nonprofit clients while monitoring and coaching each employee on proper techniques and client expectations

  • Client Success Program Manager

    Oct 2016 - Aug 2021

  • Service Delivery Manager

    Jan 2014 - Oct 2016

  • Customer Service Project Supervisor

    Jan 2010 - Jan 2014

  • Performance Coach

    Jan 2008 - Jan 2010

  • Homeworking Coordinator/ Supervisor

    Jan 2003 - Jan 2008
• 

  Heartfelt Distribution

  Aug 2021 - Dec 2022

  Director Of Operations

  -Promoted growth of client partnerships for a rapidly growing startup company-Managed P&L along with AR/AP for all clients/vendors while onboarding new additions to growing portfolio-Drove cost-reduction through waste-minimizing practices, strong inventory control, and meticulous vendor selection-Provided competitive estimates and budgets for upcoming projects while ensuring profitability amongst growing material prices and supply chain/labor shortages

• 

  Tradefull

  Jan 2023 - Jun 2024

  Director of Operations

  • Directed daily warehouse operations, overseeing a large team of warehouse associates to meet production and distribution targets while maintaining high levels of warehouse efficiency and order accuracy through continuous process improvement initiatives• Led the testing and validation of WMS software, ensuring the software met operational requirements and performance standards while collaborating with cross-functional teams to align goals and streamline processes• Developed and managed the annual departmental budget, incorporating cost-saving measures and operation efficiencies, negotiating contracts with suppliers and service providers Show less

• 

  AWP Safety

  Jan 2025 - now

  Customer Relations Supervisor