Michael Heaton
Tellico Plains
Summary
Dynamic professional with a strong background in business operations and office management. Skilled in developing strategic plans and optimizing processes, leading to enhanced efficiency and improved customer satisfaction. Committed to driving financial health and fostering strong vendor relationships.
Overview
16
16
years of professional experience
Work History
Business Owner
Hard Knox Academy
Knoxville
03.2022 - Current
- Founded and operated a successful business for 2 years, overseeing all aspects of operations
- Developed and implemented strategic business plans to drive growth and increase profitability
- Managed a team of multiple employees, providing leadership, guidance, and support
- Oversaw budgeting and financial management, ensuring the company's financial health
- Implemented cost-saving measures that resulted in an annual savings
- Established strong vendor relationships to negotiate favorable pricing terms and improve supply chain efficiency
- Created effective marketing strategies to promote the business and attract new customers
- Utilized social media platforms to expand brand awareness and engage with target audience
- Analyzed market trends and competitor activities to identify opportunities for business expansion
Office Manager
South Healthcare
Maryville
06.2015 - Current
- Managed daily office operations, including scheduling appointments, coordinating meetings, and handling correspondence
- Developed and implemented efficient filing systems to improve document organization and retrieval
- Oversaw inventory management, ensuring adequate supply levels while minimizing waste and reducing costs
- Coordinated office moves and renovations, successfully minimizing downtime and disruptions to workflow
- Maintained confidential employee records, ensuring compliance with privacy regulations.
- Assisted in the recruitment process by screening resumes, conducting initial interviews, and coordinating candidate assessments
- Provided training to new employees on company policies/procedures as well as proper use of office equipment/software tools
- Managed the office budget, tracking expenses, and identifying areas for cost-saving measures.
Technical Supervisor
Elavon
Knoxville
04.2010 - 06.2015
- Supervised a team of customer service representatives in a high-volume call center environment
- Implemented new training program for customer service representatives, resulting in an increase in first-call resolution rate
- Developed and implemented performance metrics to track individual and team performance, leading to improvement in overall customer satisfaction scores
- Monitored calls for quality assurance purposes, providing feedback and coaching to improve representative performance
- Collaborated with cross-functional teams to identify process improvements and implement solutions that enhanced the customer experience
- Managed escalated customer issues, resolving complex problems while maintaining a high level of professionalism and empathy
- Conducted regular team meetings to communicate updates, share best practices, and address any concerns or challenges faced by the team members
- Analyzed call data reports to identify trends, areas for improvement, and opportunities for additional training or coaching
- Developed strong relationships with key clients through proactive communication channels such as email campaigns or personalized follow-up calls after issue resolution
- Provided ongoing coaching & mentoring support including side-by-side monitoring & feedback sessions
- Ensured compliance with company policies & procedures regarding privacy regulations
- Maintained up-to-date knowledge of product features & benefits as well as industry trends
- Demonstrated excellent problem-solving skills by resolving customer complaints and issues in a timely and satisfactory manner
- Collaborated with IT department to troubleshoot technical issues related to call center systems or equipment
- Mentored new hires, providing training on company policies, procedures, and best practices for delivering exceptional customer service
Education
High School Diploma -
Alcoa
Alcoa, TN05-2007
Skills
- Strategic planning
- Financial management
- Team leadership
- Marketing strategy
- Vendor negotiation
- Customer relationship management
- Office management
- Document organization
- Customer service
- Training and development
- Process improvement
- Problem solving
- Effective communication
- Time management
- Attention to detail
- Conflict resolution
- Payroll processing
- Organizational skills
- Office administration
- Employee supervision
- Project management
- Payroll and budgeting
- Sports coaching
- Coaching and mentoring
- Staff training
Timeline
Business Owner
Hard Knox Academy
03.2022 - Current
Office Manager
South Healthcare
06.2015 - Current
Technical Supervisor
Elavon
04.2010 - 06.2015
High School Diploma -
Alcoa