Mike McGowan
Customer Care Manager at Acclivity- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Hamdi A.
Mike is a great Customer Care Manager who exceed expectations, at one incident I was having trouble and I emailed him after hours in hope he will respond on the next business day, he responded right away and took all the proper measure to fix the problem, Mike is one of the best customer service manager I have ever dealt with I know if I ever present him with an issue he will do his best to fix it
Rob Enslow
Mike bought products and services from me. From our first meeting together Mike always seemed to be a very detail-oriented manager who undoubtedly watches the balance sheet like a hawk without ever losing sight of the strategic objective. His loyalty to his company was astounding to me. He would always protect the best interest of his company even if it made him uncomfortable. If I was ever searching for a Customer Care Manager, I would watch Mike closely, and pick him up quick if he ever left his existing employer. Without equivocation I would recommend Mike for any Manager position.
Hamdi A.
Mike is a great Customer Care Manager who exceed expectations, at one incident I was having trouble and I emailed him after hours in hope he will respond on the next business day, he responded right away and took all the proper measure to fix the problem, Mike is one of the best customer service manager I have ever dealt with I know if I ever present him with an issue he will do his best to fix it
Rob Enslow
Mike bought products and services from me. From our first meeting together Mike always seemed to be a very detail-oriented manager who undoubtedly watches the balance sheet like a hawk without ever losing sight of the strategic objective. His loyalty to his company was astounding to me. He would always protect the best interest of his company even if it made him uncomfortable. If I was ever searching for a Customer Care Manager, I would watch Mike closely, and pick him up quick if he ever left his existing employer. Without equivocation I would recommend Mike for any Manager position.
Hamdi A.
Mike is a great Customer Care Manager who exceed expectations, at one incident I was having trouble and I emailed him after hours in hope he will respond on the next business day, he responded right away and took all the proper measure to fix the problem, Mike is one of the best customer service manager I have ever dealt with I know if I ever present him with an issue he will do his best to fix it
Rob Enslow
Mike bought products and services from me. From our first meeting together Mike always seemed to be a very detail-oriented manager who undoubtedly watches the balance sheet like a hawk without ever losing sight of the strategic objective. His loyalty to his company was astounding to me. He would always protect the best interest of his company even if it made him uncomfortable. If I was ever searching for a Customer Care Manager, I would watch Mike closely, and pick him up quick if he ever left his existing employer. Without equivocation I would recommend Mike for any Manager position.
Hamdi A.
Mike is a great Customer Care Manager who exceed expectations, at one incident I was having trouble and I emailed him after hours in hope he will respond on the next business day, he responded right away and took all the proper measure to fix the problem, Mike is one of the best customer service manager I have ever dealt with I know if I ever present him with an issue he will do his best to fix it
Rob Enslow
Mike bought products and services from me. From our first meeting together Mike always seemed to be a very detail-oriented manager who undoubtedly watches the balance sheet like a hawk without ever losing sight of the strategic objective. His loyalty to his company was astounding to me. He would always protect the best interest of his company even if it made him uncomfortable. If I was ever searching for a Customer Care Manager, I would watch Mike closely, and pick him up quick if he ever left his existing employer. Without equivocation I would recommend Mike for any Manager position.
Credentials
-
Customer Experience Leadership
LinkedInMay, 2022- Sep, 2024 -
How to Have a Happier Workweek
LinkedInMar, 2022- Sep, 2024 -
Unconscious Bias
LinkedInMar, 2022- Sep, 2024 -
Managing New Managers
LinkedInJun, 2020- Sep, 2024 -
Conflict Resolution Foundations
LinkedInMay, 2020- Sep, 2024 -
Leading with Emotional Intelligence
LinkedInApr, 2020- Sep, 2024 -
Learn Emotional Intelligence, the Key Determiner of Success
LinkedInApr, 2020- Sep, 2024 -
Managing Stress
LinkedInNov, 2019- Sep, 2024 -
Selling with Authenticity
LinkedInNov, 2019- Sep, 2024
Experience
-
Acclivity
-
Events Services
-
Customer Care Manager
-
Jul 2007 - Dec 2017
Created recruiting and hiring process for the call center. Established relationships with career counselors at local trade schools and unemployment agencies to obtain quality candidates to staff the center. This effort has created significant cost savings to the company. Oversaw all aspects of employee management including hiring, interviewing, discipline, and performance management. Managed call center HR policies and procedures in absence of dedicated HR staff. Implemented… Show more Created recruiting and hiring process for the call center. Established relationships with career counselors at local trade schools and unemployment agencies to obtain quality candidates to staff the center. This effort has created significant cost savings to the company. Oversaw all aspects of employee management including hiring, interviewing, discipline, and performance management. Managed call center HR policies and procedures in absence of dedicated HR staff. Implemented Discipline Without Punishment policies. Developed, and oversaw employee incentive, recognition and reward programs. Responsible for presales/sales support within call center. Show less Created recruiting and hiring process for the call center. Established relationships with career counselors at local trade schools and unemployment agencies to obtain quality candidates to staff the center. This effort has created significant cost savings to the company. Oversaw all aspects of employee management including hiring, interviewing, discipline, and performance management. Managed call center HR policies and procedures in absence of dedicated HR staff. Implemented… Show more Created recruiting and hiring process for the call center. Established relationships with career counselors at local trade schools and unemployment agencies to obtain quality candidates to staff the center. This effort has created significant cost savings to the company. Oversaw all aspects of employee management including hiring, interviewing, discipline, and performance management. Managed call center HR policies and procedures in absence of dedicated HR staff. Implemented Discipline Without Punishment policies. Developed, and oversaw employee incentive, recognition and reward programs. Responsible for presales/sales support within call center. Show less
-
-
-
MYOB
-
Australia
-
Software Development
-
700 & Above Employee
-
Customer Care Manager
-
Oct 2004 - Jul 2007
Managed call center operations for software publisher with several diverse product lines. Transitioned center from very simple inbound operation to a complex blended environment with customer service, technical support, inbound & outbound sales, and outbound loyalty channels. Created Customer Experience, Voice of the Customer and Customer satisfaction & feedback channels that consistently return exceptional ratings. Acted as Client Service Manager for key accounts that generated… Show more Managed call center operations for software publisher with several diverse product lines. Transitioned center from very simple inbound operation to a complex blended environment with customer service, technical support, inbound & outbound sales, and outbound loyalty channels. Created Customer Experience, Voice of the Customer and Customer satisfaction & feedback channels that consistently return exceptional ratings. Acted as Client Service Manager for key accounts that generated continuous growth over a seven-year period. Administered the enterprise hosted VoIP telephone system and IVR scripts. Developed call center training and development program that included product training for each product line, call coaching training, stress management, sales skills, emotional intelligence, and supervisory skills. Monthly discussions with employees tracked development and performance versus expectations. Implemented and refined customer facing processes that improved quality and efficiency by fostering employee empowerment and focus on outcomes rather than policies Show less Managed call center operations for software publisher with several diverse product lines. Transitioned center from very simple inbound operation to a complex blended environment with customer service, technical support, inbound & outbound sales, and outbound loyalty channels. Created Customer Experience, Voice of the Customer and Customer satisfaction & feedback channels that consistently return exceptional ratings. Acted as Client Service Manager for key accounts that generated… Show more Managed call center operations for software publisher with several diverse product lines. Transitioned center from very simple inbound operation to a complex blended environment with customer service, technical support, inbound & outbound sales, and outbound loyalty channels. Created Customer Experience, Voice of the Customer and Customer satisfaction & feedback channels that consistently return exceptional ratings. Acted as Client Service Manager for key accounts that generated continuous growth over a seven-year period. Administered the enterprise hosted VoIP telephone system and IVR scripts. Developed call center training and development program that included product training for each product line, call coaching training, stress management, sales skills, emotional intelligence, and supervisory skills. Monthly discussions with employees tracked development and performance versus expectations. Implemented and refined customer facing processes that improved quality and efficiency by fostering employee empowerment and focus on outcomes rather than policies Show less
-
-
-
Nobel Biocare
-
Switzerland
-
Medical Equipment Manufacturing
-
700 & Above Employee
-
Customer Support Manager
-
Feb 2002 - Apr 2004
Managed support organization for Procera product line of Nobel Biocare. Managed employees in Yorba Linda, CA and Fair Lawn, NJ. Procera offered dental labs cad software and scanners to design their own custom dental crowns. Managed support organization for Procera product line of Nobel Biocare. Managed employees in Yorba Linda, CA and Fair Lawn, NJ. Procera offered dental labs cad software and scanners to design their own custom dental crowns.
-
-
-
Notara
-
France
-
Legal Services
-
1 - 100 Employee
-
Call Center Manager
-
Jun 1999 - Oct 2001
Managed call center for marketing automation and licensing software asp. Managed call center for marketing automation and licensing software asp.
-
-
-
PriceWaterhouseCoopers
-
1 - 100 Employee
-
Team Manager
-
Jun 1994 - Jun 1999
Managed outsourced benefits team of 120+ reps for Coopers & Lybrand for DuPont and Citibank clients. Later managed Claims & Appeals process for Citibank team after C&L merged with PWC. Managed outsourced benefits team of 120+ reps for Coopers & Lybrand for DuPont and Citibank clients. Later managed Claims & Appeals process for Citibank team after C&L merged with PWC.
-
-
Community
