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Mike Smith

Mike Smith

Workforce Analyst

Followers of Mike Smith615 followers
location of Mike SmithHerriman, Utah, United States

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  • Timeline

  • About me

    Project Management Leader | Data-Driven & People-Focused | AI Optimist | Street Epistemology Enthusiast

  • Education

    • University of Utah

      2010 - 2014
      Bachelor's degree Accounting

    • University of Utah

      2010 - 2014
      Bachelor’s Degree Accounting

  • Experience

    • 1-800 CONTACTS

      Aug 2010 - Mar 2014
      Workforce Analyst

      Provided real time staffing analytics to operations team and partnered with call center agents to create and adjust schedules to meet business and personal needs.

    • Glasses.com

      Mar 2014 - Dec 2015
      Workforce Manager

      Responsible for volume forecast and staffing plans for all channels of customer service center across several Luxottica brands (Glasses.com, LensCrafters, Sunglass Hut, Pearle Vision, Target Optical and Sears Optical).

    • Netflix

      Jan 2016 - Aug 2019

      Responsible for managing several supervisors in a department of technical researchers tasked with gathering network insights from all global contact centers. The research is then documented and communicated with product and engineering teams to scale resolutions to many of our 125 million subscribers. Provided coaching, development and support for a team of 15-20 customer service representatives.

      • Customer Service Operations Manager

        Jul 2018 - Aug 2019

      • Technical Research Operations Manager

        Aug 2016 - Jul 2018

      • Customer Service Supervisor

        Jan 2016 - Aug 2016

    • JourneyTEAM

      Aug 2019 - now
      PMO Director

  • Licenses & Certifications