Michael Okpala

Experience

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  St. Jude Medical

  Jun 2015 - Mar 2016

  Product Surveillance Analyst

  Conducted complaint investigations by communicating (verbal and written) with SJM field personnel and/or patients.I consulted with Technical Support Engineers, MDR and Failure Analysis (FA) Engineers/Technicians to troubleshoot any discrepancies in or to obtain completeness to the information contained within the complaint record.I made sure complaint files are complaint files are and closed in a timely manner per procedure.Complied with U.S. Food and Drug Administration (FDA) regulation, other regulatory requirements, company policies, operating cooperative commutations and collaborations within all levels of employees, customers, contractors, and vendors. Show less

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  Infor

  Mar 2016 - Oct 2019

  Received a promotion from Product Support Analyst to Team Leader Client Support Operations within 1 year of employment. After management transition, was promoted to lead group of customer and technical support representatives to a more productive level of support.* Motivated and managed 8 Product Support Analyst while concurrently fielding high volume support requirements.* On a daily basis, I monitor phone queues and accountability reports, that aid in providing low call time response.* Coached and trained full-time support personnel in processing inbound calls from clients while maintaining a high-level of customer satisfaction and exceeding department goals during peak call volumes.* Conducted weekly, monthly and quarterly team meetings to discuss relevant topics and other issues with Leadership.* Conducted quarterly performance evaluations, support call evaluations, and interviewed new tech support applicants.* Provided weekly, Monthly and Quarterly statistics to Director of Support Operation in efforts to increase efficiency.* Governed master schedule of team members to ensure alignment with operational and overall budget demands.* Handled all escalated/advanced support issues, when all possible solutions have been exhausted.* Ensured team members resolved all client issues courteously and in a timely manner.* Developed and implemented communication strategies to ensure positive and productive relationships with internal and external stakeholders. Launched policies and procedures to improve response time and coach resources. Show less Served as primary support liaison between company and the customer. Successfully handled high volume of issues, and challenging issues, independently.* Addressed client's questions and resolved problems over the phone or via email, focusing on product installation, setup, configuration and operating environments, as well as complex product functionality.* Proactively kept customers informed of progress on problem resolution & Involved in any additional follow up, testing and troubleshooting.* Conveyed customer feedback to product development team. I participated in special projects, took ownership of special assignments and trained other Analysts, on features of products.* Exceeded established customer satisfaction ratings and other KPIs. Identified areas of improvement related to work processes and tools. Show less

  • Team Lead, Support Operation

    Nov 2017 - Oct 2019

  • Product Support Analyst

    Mar 2016 - Nov 2017
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  Riveron

  Oct 2019 - now

  Riveron is a national business advisory firm specializing in accounting, finance, technology,and operations. With a broad range of functional and industry expertise, we partner with ourclients to implement solutions across the transaction and business lifecycle.

  • Senior Associate

    Jan 2023 - now

  • Associate

    Jan 2022 - Jan 2023

  • Solutions Consultant

    Oct 2019 - Feb 2022