Michael Santarpia
Client Executive at Flooid- Claim this Profile
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Bio
Jas Kaur
Michael is one of the most talented, driven and attentive Client Executives I have ever had the pleasure of working with. He is the customer champion within Flooid and the Flooid ambassador with customers. Always striving for a win-win position for everyone! Michael's work ethic is unwavering and his determination to get things done is impressive! Never a hurdle to keep him getting to the end, simply undefeatable in his project management skills. I have had the privilege of working with Michael for just under two years and I can truly say, it has been nothing but enjoyable and fun along the way. Michael will always be an asset in any role which he pursues and I sincerely hope I have the opportunity of working with him again!
Chris Williams
I brought Michael into our US team as a Client Executive because he stood out from the crowd, with his passion for customer satisfaction, as well as having significant technical knowledge and account management experience. Once onboard he quickly established an internal network and built rapport with all his customers, enabling him to bring instant value and impact. His style and approach meant that he was a true voice and advocate for all of his customers, ensuring engagement and ways of working supported a partner relationship and his customers strategy.
Jas Kaur
Michael is one of the most talented, driven and attentive Client Executives I have ever had the pleasure of working with. He is the customer champion within Flooid and the Flooid ambassador with customers. Always striving for a win-win position for everyone! Michael's work ethic is unwavering and his determination to get things done is impressive! Never a hurdle to keep him getting to the end, simply undefeatable in his project management skills. I have had the privilege of working with Michael for just under two years and I can truly say, it has been nothing but enjoyable and fun along the way. Michael will always be an asset in any role which he pursues and I sincerely hope I have the opportunity of working with him again!
Chris Williams
I brought Michael into our US team as a Client Executive because he stood out from the crowd, with his passion for customer satisfaction, as well as having significant technical knowledge and account management experience. Once onboard he quickly established an internal network and built rapport with all his customers, enabling him to bring instant value and impact. His style and approach meant that he was a true voice and advocate for all of his customers, ensuring engagement and ways of working supported a partner relationship and his customers strategy.
Jas Kaur
Michael is one of the most talented, driven and attentive Client Executives I have ever had the pleasure of working with. He is the customer champion within Flooid and the Flooid ambassador with customers. Always striving for a win-win position for everyone! Michael's work ethic is unwavering and his determination to get things done is impressive! Never a hurdle to keep him getting to the end, simply undefeatable in his project management skills. I have had the privilege of working with Michael for just under two years and I can truly say, it has been nothing but enjoyable and fun along the way. Michael will always be an asset in any role which he pursues and I sincerely hope I have the opportunity of working with him again!
Chris Williams
I brought Michael into our US team as a Client Executive because he stood out from the crowd, with his passion for customer satisfaction, as well as having significant technical knowledge and account management experience. Once onboard he quickly established an internal network and built rapport with all his customers, enabling him to bring instant value and impact. His style and approach meant that he was a true voice and advocate for all of his customers, ensuring engagement and ways of working supported a partner relationship and his customers strategy.
Jas Kaur
Michael is one of the most talented, driven and attentive Client Executives I have ever had the pleasure of working with. He is the customer champion within Flooid and the Flooid ambassador with customers. Always striving for a win-win position for everyone! Michael's work ethic is unwavering and his determination to get things done is impressive! Never a hurdle to keep him getting to the end, simply undefeatable in his project management skills. I have had the privilege of working with Michael for just under two years and I can truly say, it has been nothing but enjoyable and fun along the way. Michael will always be an asset in any role which he pursues and I sincerely hope I have the opportunity of working with him again!
Chris Williams
I brought Michael into our US team as a Client Executive because he stood out from the crowd, with his passion for customer satisfaction, as well as having significant technical knowledge and account management experience. Once onboard he quickly established an internal network and built rapport with all his customers, enabling him to bring instant value and impact. His style and approach meant that he was a true voice and advocate for all of his customers, ensuring engagement and ways of working supported a partner relationship and his customers strategy.
Experience
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Flooid
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United Kingdom
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IT Services and IT Consulting
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100 - 200 Employee
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Client Executive
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Aug 2019 - Present
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Capstone Integrated Solutions
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Vice President Professional Services and Support
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Apr 2018 - Aug 2019
• Responsible for the day to day operations of the Professional Services and Managed Services Teams • Build and maintain the product road map and release schedules for the retail monitoring solution • Partner with retail business stakeholders to prioritize monitoring enhancements to their retail applications • Support shared IT Services Model by partnering with Retail IT, Helpdesk and Network Operation teams • Manage the RCA process for retail clients to ensure identified issues… Show more • Responsible for the day to day operations of the Professional Services and Managed Services Teams • Build and maintain the product road map and release schedules for the retail monitoring solution • Partner with retail business stakeholders to prioritize monitoring enhancements to their retail applications • Support shared IT Services Model by partnering with Retail IT, Helpdesk and Network Operation teams • Manage the RCA process for retail clients to ensure identified issues are pushed through to completion • Lead daily scrum meetings to ensure deliverables are met for retail monitoring solution projects
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Sr. Project Manager - Retail
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Mar 2015 - Apr 2018
• Manage Retail System Projects with expertise in Store Systems, Retail Applications, Credit/EMV and 3rd party integration enhancements and payment integration projects for retailers • Responsible to plan, organize, lead and monitor all activities of project teams. • Streamline communication and processes between third party vendors, payment processors, development teams and client stakeholders • Coordinate status calls between all project stakeholders • Maintain overall… Show more • Manage Retail System Projects with expertise in Store Systems, Retail Applications, Credit/EMV and 3rd party integration enhancements and payment integration projects for retailers • Responsible to plan, organize, lead and monitor all activities of project teams. • Streamline communication and processes between third party vendors, payment processors, development teams and client stakeholders • Coordinate status calls between all project stakeholders • Maintain overall schedule, budget and project scope for Multiple Retail implementation and enhancement projects
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Kleber Barberan Realtor
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United States
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Real Estate
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100 - 200 Employee
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Director, IT Retail Applications , Customer Service & Call Center Operations
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Aug 2011 - Mar 2015
• Manage a 24 x 7 x 365 run time for Retail systems in the company • Partner with the Ecommerce , Marketing and Store Operation teams to support a full Omni channel solution with shared inventory between stores and warehouse • Implement policies, standards, performance criteria and metrics to continuously improve productivity, service quality, and the overall customer experience • Analyze call center metrics, service levels and other performance indicators and… Show more • Manage a 24 x 7 x 365 run time for Retail systems in the company • Partner with the Ecommerce , Marketing and Store Operation teams to support a full Omni channel solution with shared inventory between stores and warehouse • Implement policies, standards, performance criteria and metrics to continuously improve productivity, service quality, and the overall customer experience • Analyze call center metrics, service levels and other performance indicators and recommended initiatives to improve service levels, the work environment and reduce expenses • Identify problems and trends, determine root causes and execute solutions for customer service and store systems department • Manage the store system development process from business/technical requirements, through design, code delivery, QA, store pilot and final deployment. • Continually evaluate and improve technology, skills and processes to provide greater service. • Establish and manage relationships with software vendors and service providers to encourage partnership and maximize quality of support. • Negotiate new business relationships and investigate new opportunities for systems to contribute to business initiatives • Drive project priority and business case definitions with business partners and internal departments • Ensure all store systems and processes are fully PCI compliant. • Responsible for corporate depot services for all point of sale equipment • Ensure problem resolution is achieved on all issues escalated to level 3 support • Provide project management leadership on major projects • Provide leadership and mentor direct reports to help them to succeed at their goals. • Evaluate project risks and issues and provide solutions. • Perform detailed analysis, prepare Business Requirements Documents, functional specifications and review vendor specifications ensuring requirements are properly addressed.
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Manager, Retail Applications and Store Systems
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Nov 2007 - Aug 2011
• Responsible for deployment of software releases and hardware upgrades to all stores, corporate servers and test labs • Establish and manage relationships with software vendors and service providers to encourage partnership and maximize quality of support. • Negotiate new business relationships and investigate new opportunities for systems to contribute to business initiatives • Drive project priority and business case definitions with business partners and internal… Show more • Responsible for deployment of software releases and hardware upgrades to all stores, corporate servers and test labs • Establish and manage relationships with software vendors and service providers to encourage partnership and maximize quality of support. • Negotiate new business relationships and investigate new opportunities for systems to contribute to business initiatives • Drive project priority and business case definitions with business partners and internal departments • Ensure the Store Systems department follows the department change management process • Procure hardware and services from vendors • Instrumental in bringing helpdesk support in-house for 300+ stores • Facilitate conference calls and meetings with internal departments, and vendors on current project status including budget, problem analysis, and future initiatives. • Ensure adherence to PCI Rules and regulations • Provide training sessions and create documentation for corporate helpdesk and Store Systems Team • Responsible for corporate depot services for all point of sale equipment • Ensure problem resolution is achieved on all issues escalated to level 3 support • Coordinate with outside vendors and internal departments to ensure new store openings and closings are achieved on time and within budget • Provide project management leadership on major projects • Manage reported issues and requested functionality enhancements into future software releases • Maintain Host applications and perform integrated testing with host systems. • Provide leadership and mentor direct reports to help them to succeed at their goals. • Evaluate project risks and issues and provide solutions. • Perform detailed analysis, prepare Business Requirements Documents, functional specifications and review vendor specifications ensuring requirements are properly addressed.
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Epicor|CRS Retail Solutions Division
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Greater New York City Area
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Solutions Implementation Consultant
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1999 - 2007
• Implement Microsoft.NET, SQL Server based in-store system solutions and provide technical support for customers • Maintain detailed product knowledge of the in-store system product line, including all software and hardware configurations • Troubleshoot issues with SQL Server databases, Windows XP Pro/Server 2003 system logs and flat file layouts • Establish and maintain good relationships with the stakeholders of the project • Facilitate conference calls and meetings with… Show more • Implement Microsoft.NET, SQL Server based in-store system solutions and provide technical support for customers • Maintain detailed product knowledge of the in-store system product line, including all software and hardware configurations • Troubleshoot issues with SQL Server databases, Windows XP Pro/Server 2003 system logs and flat file layouts • Establish and maintain good relationships with the stakeholders of the project • Facilitate conference calls and meetings with clients, project team, and third party vendors on current project status including budget, problem analysis, and future initiatives. • Maintain and monitor customer related issues in a change management system and develop an action plan for resolution • Excellent professional presence with the ability to gain confidence of clients and associates • Ability to solve issues in a creative manner • Applications Lead on all projects and the liaison for application and technical questions from clients on all issues pertaining to the product and the software upon which it runs • Provide in depth problem analysis to ascertain root cause of all customer issues escalated by the Help desk, level 3 technicians and corporate office • Provide training and development to all project stakeholders to help succeed the ultimate goal of an on time, on budget functional system. • Develop an understanding of customer business processes and guide them in system configuration and modification design that will complement or enhance their business providing a greater ROI • Effectively manage change Show less • Implement Microsoft.NET, SQL Server based in-store system solutions and provide technical support for customers • Maintain detailed product knowledge of the in-store system product line, including all software and hardware configurations • Troubleshoot issues with SQL Server databases, Windows XP Pro/Server 2003 system logs and flat file layouts • Establish and maintain good relationships with the stakeholders of the project • Facilitate conference calls and meetings with… Show more • Implement Microsoft.NET, SQL Server based in-store system solutions and provide technical support for customers • Maintain detailed product knowledge of the in-store system product line, including all software and hardware configurations • Troubleshoot issues with SQL Server databases, Windows XP Pro/Server 2003 system logs and flat file layouts • Establish and maintain good relationships with the stakeholders of the project • Facilitate conference calls and meetings with clients, project team, and third party vendors on current project status including budget, problem analysis, and future initiatives. • Maintain and monitor customer related issues in a change management system and develop an action plan for resolution • Excellent professional presence with the ability to gain confidence of clients and associates • Ability to solve issues in a creative manner • Applications Lead on all projects and the liaison for application and technical questions from clients on all issues pertaining to the product and the software upon which it runs • Provide in depth problem analysis to ascertain root cause of all customer issues escalated by the Help desk, level 3 technicians and corporate office • Provide training and development to all project stakeholders to help succeed the ultimate goal of an on time, on budget functional system. • Develop an understanding of customer business processes and guide them in system configuration and modification design that will complement or enhance their business providing a greater ROI • Effectively manage change Show less
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