Michael manages multiple call center operations for PAI and has been involved in the insurance and financial industry for 16 years. All of this experience has been human service oriented in the capacity of Human Resources and Management of external customer support.
He has in-depth knowledge of managing the technology needed to service the businesses he supports, including internal business systems and external web-based resources. Reporting and analysis of data is an essential part of his job. All call center business has stringent SLA’s attached to each business model. In the five plus years with PAI, Michael has accomplished a 90% or better SLA continuously across all businesses.
Experience in change management and managing multiple business practices is a strength of Michael’s and collaborating with the executive team on strategic planning and new business opportunities is an ongoing responsibility. Having worked for both Fortune Five Hundred companies and smaller boutique-sized organizations has given Michael a unique perspective and allows him to be flexible and creative in his approach to different business models.
Michael has an Associate Degree in Liberal Studies from Finlandia University, Hancock, MI.