Mike is CallMiner BIA certified and has responsibility for all contact center reporting, voice analytics and payroll. Since joining the team as an agent in March of 2006, Mike has held a variety of positions within the organization. He moved to the training department in July of 2006, redesigned the training program, and helped launch several new clients. After training, Mike also held positions as a team supervisor and department manager. From there, he became the Training Manager and took over the supervision of the QA group. He built the team from one trainer to four and expanded the Quality Assurance department from one specialist to eight. Following the addition of CallMiner’s Eureka voice analytics platform, Mike created the role of Business Intelligence Manager and following the recent acquisition of Tradeglobal by Singapore Post, Mike was promoted to Director of Business Analytics and continues to oversee reporting, payroll, and voice analytics with plans to greatly expand the use of CallMiner’s ever increasing capabilities.
Prior to joining Tradeglobal, Mike spent 17 years in the restaurant industry. His experience ranges from fast food to fine dining, but customer service has always been his primary passion.
Mike anticipates continued growth at TradeGlobal and accepts the challenge of maintaining a world class customer care center.