Michael Diehl

Experience

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  Noodles & Company

  Sept 2011 - Sept 2016

  General Manager

  • Hired 10+ employees and in doing so conducted interviews, performed the on-boarding and orientation of new hires.• Wrote schedule, completed product ordering and counted inventory.• Oversaw an average staff of 20-25 employees while completing an average of 250 transactions per day.• Managed net sales of $24 - $28 thousand per week.• Trained 30+ employees on various stations ranging from order taking to food preparation.• Provided excellent guest service and resolved any problems that arose.• Started as a team member and worked up to General Manager throughout 5 years of service. Show less

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  The Lafayette Club

  Sept 2016 - Aug 2017

  Banquet Server, Bartender

  • Provide fine dining experience to event guests and club members• Types of events include business meetings, private parties and weddings up to 300 guests

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  Sun Country Airlines

  Jun 2017 - Oct 2019

  Reservations Support Specialist

  • Provided support for call center and airport agents via online chat, email and phone.• Maintained a high level of understanding of airline and reservation policies and procedures.• Specialized in air and hotel vacation package policies and booking procedures.• Handled complex booking requests and mid travel complaints from customers and travel agents.• Performed 6 daily backoffice reports and monitored 3 shared email inboxes.• Assisted with a new hire training class of 34 agents.• Provided supplementary training for 6 experienced agents.• Assisted with user acceptance testing for reservations system prior to software overhaul.• Facilitated multiple 20 hour classroom training sessions for 100+ call center agents during transition of booking softwares. Show less

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  Hero Plumbing, Heating, Cooling, Drains & Electrical

  Oct 2019 - Aug 2023

  Dispatch Manager

  • Managed and grew the team from 1 employee to 7 full time team members.• Developed and documented a formal training program for new dispatch employees, which was then used by the lead dispatcher for training.• Performed monthly one on one meetings and biannual reviews.• Responsible for understanding the efficiencies and skill levels of the pool of technicians in order to maximize revenue opportunities by assigning the right technician to the right job.• Developed and implemented ongoing processes and procedures to increase profitability and efficiency.• Responsible for defining the elements of a KPI scorecard. This was used to measure total number of contacts, handle times, booking errors, total number of contacts per hour and call quality scores. There were defined KPI levels used to assist in awarding merit increases.• Developed and defined an objective quality assurance scoring system which was used when listening and monitoring employee calls. This in turn was used as feedback for development opportunities during monthly one on ones and used for employee performance reviews.• Met daily Electrical, HVAC, Plumbing and Drains services revenue goals on a consistent basis as a dispatch team.• As dispatch manager, was responsible for overseeing the assignments of jobs for both sales and service technicians. Show less

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  Hornig Companies, Inc.

  Nov 2023 - now

  Dispatcher

  •Efficiently coordinated schedules for maintenance technicians across 110 buildings and 2,200 units, ensuring timely completion of work orders.•Prioritized assignments based on urgency, location, and technician expertise, optimizing productivity and service delivery.•Expertly handled emergency work orders, ensuring swift response and resolution.•Managed appliance deliveries and vendor repairs, maintaining high standards of service.•Communicated effectively with residents regarding work order status, entry notices, and utility disruptions, ensuring customer satisfaction.•Contributed to the development of a comprehensive company-wide vendor list, enhancing operational efficiency.•Ensured operational readiness by verifying unit turn-on times.•Dispatched work orders with precision, supporting a team of 16 technicians in delivering exceptional service. Show less