Mike Decker

Experience

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  Gardenway

  Jan 1990 - Jan 1994

  • Supervisor

    Jan 1990 - Jan 1994

  • Supervisor

    Jan 1990 - Jan 1994

  • Supervisor

    Jan 1990 - Jan 1994
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  Environment One Corporation

  Jan 1994 - Jan 1997

  Customer Service Manager

  Managed the Inside Sales, Customer Service and Field Service functions.*Reduced warranty costs by 15% through working with staff members to create a new and improved warranty manual*Developed company wide guidelines, as a part of a cross functional team, for creating, administering and delivering employee evaluations

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  GTECH

  Jan 1997 - Jan 1998

  Manager, Hotline

  Directed a staff of 30 in the functions of customer service, troubleshooting and field service to 13,000 New York State Lottery Agents.*Reduced the number of incoming calls by 10% by developing client self-service options*Reduced employee turnover by 30% through improved recruiting and training

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  Flow Management Technologies

  Oct 1998 - Jul 2006

  Interaction Center Manager

  Primary Liaison between company, project partners and clients. Responsible for developing customer requirements and service procedures. Created and maintained 50,000 physician websites. Oversaw a call center providing services to pharmaceutical companies and physician’s offices.Operational driver in the creation of a new line of business. Built an interaction center from the ground up. Designed floor layout and furniture configuration. Worked with internal technical staff and vendors on telecommunications requirements. Recruited and trained employees. Oversaw the day to day operations of a multi-communication channel service center. Result: Successful launch of a new business. Show less

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  Muzak

  Jul 2006 - Jun 2010

  Call Center Manager

  Assumed leadership of a department generally accepted as the poorest performing in the company, lacking in many areas including: poorly defined processes, little or no accountability/measurements, no formal recognition program, supervisors who lacked direction and little, if any, employee ownership. *Improved Average Speed of Answer from 45 to 25 seconds and Abandon Call % from 8% to 3% *Saved $300K annually by reducing the staff size from 25 to 16.

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  Muzak, Mood Media Inc.

  Jun 2010 - Jan 2015

  Manager, Client Relations/Inside Sales

  Manage a combined inside sales and field team of 15-20 representatives in the areas of: Client retention and up selling existing clients. Consistently achieved retention goals with reduced staff.As part of a four person management team, we were tasked to take a 90 person largely field based retention team, reduce the headcount to 45 and meet or exceed performance goals. The team members were converted to an office based queue group, able to respond to clients in a timelier manner and reach a higher number of clients proactively. Results: Met the retention goals in 6 of the last 7 quarters and saved the company $2.5-$3M annually through fewer personnel and reduced travel expense. Show less

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  Katalyst Network Group

  Nov 2015 - Jun 2016

  Business Development Manager

  Collaborative sales role in selling Cisco contact center software along with WebEx and Jabber communication tools. Provide call center consulting services to the company’s contact center clients comprised of: effective call routing, writing employee evaluations, establishing the ideal department culture, forecasting, scheduling, training, recruiting, employee incentives, communications, call monitoring, achieving KPI’s and productivity.

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  ConferenceDirect

  Jul 2016 - Mar 2020

  Contact Center Manager

  Manage a team of call and email representatives in the hospitality industry. Recruit, train, mentor and develop employees. Build processes, ensure quality control and achieve call center industry standards. Responsible for phone system admin tasks such as building call center scripts and skills.