Michael Caselman

Experience

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  Transcom

  Nov 2010 - Feb 2012

  Operations Supervisor

  • Supervise and manage a group of up to 18 remote customer service professionals, solely responsible for training and coaching, performance management, professional development and corrective action • Conduct quality assurance reviews for customer service representatives identifying successes and areas of improvement• Used customer feedback, performance metrics, and quality reviews to develop personal improvement plans for employees tailored to their strengths and weaknesses• Responsible for the daily operation and productivity of assigned projects • Consults with HR on matters of performance, and corrective action • Administers Transcom policies and procedures consistent with the Company values. • Review issues and determine the steps to be taken to process, investigate, evaluate and resolve issues • Maintain service level agreements per programs' contractual commitment • Build effective working relationships driving continuous improvement in client-team satisfaction Show less

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  TEKsystems

  May 2012 - Apr 2014

  Technical Recruiter

  • Specialized in full cycle recruiting top information technology talent in the areas of senior network and systems architecture, network engineering, telecommunications engineering, and data center engineering • Develop recruiting strategies designed to identify qualified candidates through various tools • Evaluate the strengths and weaknesses of candidates through screening and interviews • Negotiate wages, benefits, and other terms and conditions of employment with candidates • Oversee pre-employment steps including reference checks and background/drug tests • Manage contract employees while on assignment • Work with TEKsystems Account Managers to identify top accounts and target skill sets • Communicate effectively with others to create a productive and diverse environment • Maintain relationships with industry contacts to gain industry knowledge and get referrals Show less

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  IRG Construction

  May 2014 - Apr 2015

  Site Lead

  • Managed renovation projects on assigned apartment units to include demolition, basic electrical and plumbing, painting, drywall, cabinets, and hardware • Coordinate with subcontractors to ensure the correct installation of countertops, carpet, and laminate floors • Manage a crew of up to 6 people ensuring all work is completed correctly • Receive, inventory, and organize incoming shipments of needed supplies

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  KIOSK Information Systems

  May 2015 - Jan 2019

  Technical Support

  • Act as the first point of contact for customers seeking help with products or technical issues • Order materials and dispatch technicians for field repairs• Track budget, invoicing and labor for installation and repair projects • Ensure that all customer phone calls are immediately answered, problems are referred to the appropriate individual(s) by trouble ticket and individual(s) take prompt action • Provide troubleshooting and technical assistance with applications and hardware • Clearly document outcome and steps taken Show less

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  Professional Restoration

  Mar 2019 - Dec 2020

  Project Coordinator

  • Execute contracts based on requirements gathered from customers and insurance providers, adjusters and program representatives• Input job requirements into internal database and assign project manager and project estimator• Gather requirements from project manager and estimator, assign resources and schedule projects according to resource availability and customer timelines• Provide consistent communication between customer and project staff and manage any change orders• Coordinate and manage scheduling of technician crews, equipment and supply delivery and final inspections• Managing communication (including setting reasonable expectations) with customers and staff• Actively track project status between suppliers, technicians, project manager and project staff• Own relationship and communication with customers providing status updates, budget and time concerns, project completion and validating quality of work performed Show less

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  New Look Furniture

  Jan 2021 - now

  Assistant Project Manager of ECommerce

  • Manage e-commerce projects driven by seasonality and promotions to grow customer engagement and increase online sales volume• Gathered requirements from internal stakeholders, implement changes to website, update documentation in content management system• Streamline department processes, increasing efficiency in website maintenance• Conduct needs assessment and create custom quotes based on customers’ needs and budget• Coordinate with product suppliers and web hosting provider to resolve web site issues• Consult with company leadership to assist with other projects to include loss prevention, customer deliveries, maintenance, etc. Show less