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Michael Breedlove

Customer Success Manager
Groveland, Florida
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linkedin.com/in/michael-b-660042b5
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mrooney23@gmail.com
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4802912217
At UrbanSitter, the team’s dedication to customer success is a top priority. MAccount Manager was pivotal in building strong relationships through meticulous attention to detail and operational excellence, backed by my Business and Management degree from Grand Canyon University. Previously, at Hyly.AI, I excelled in onboarding and client engagement, ensuring service excellence. I empowered key accounts by aligning our innovative solutions with their needs, driving satisfaction and continuous improvement.
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Work Experience

Urbansitter

Account Manager
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Mar 2024 - Feb 2025
  • In my role as an Account Manager for corporate benefits, I focus on delivering analytical insights and strategic support to enhance our client relationships. Key responsibilities include:

  • Developing and distributing custom reports to meet unique client needs.

  • Preparing data-driven presentations on utilization and KPIs for both clients and internal teams.

  • Managing daily, weekly, and monthly census and eligibility data.

  • Creating and distributing partnership assets to strengthen client engagement.

  • Improving existing operational reports and establishing new processes for repeatable analysis.

  • Providing accurate and timely operational reports to inform strategic decisions.

  • Collaborating with the Account Management team to address customer requests and benefit-related tasks.

  • My analytical expertise allows me to effectively communicate insights and recommendations, driving value for our clients and supporting the overall success of the organization.

hyly.ai

Experience and Engagement Specialist
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Nov 2023 - Mar 2024

to deliver outstanding service and support for a national key account, driving client satisfaction and retention.

  • Conducted impactful onboarding and training sessions to ensure seamless adoption of Hyly.Ai products across all platforms.
  • Maintained daily client engagement to review account activity, assess success metrics, and gather product feedback.
  • Collaborated with cross-functional teams to address client needs promptly and effectively.
  • Prepared materials and information for key meetings, supporting executive-level presentations and decision-making.
  • Built and nurtured strong relationships with clients at both corporate and regional levels.
  • Stayed current on product updates and industry trends to provide strategic insights and informed guidance to clients.
  • Delivered refresher training sessions to reinforce platform best practices and optimize user engagement.
  • Supported sales initiatives by contributing to client success, ultimately helping achieve individual and team sales goals.

Fetch Package

Account Manager
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Nov 2022 - Sep 2023
  • Collaborate with cross-functional teams to successfully manage 40 client accounts in the Orlando market.

  • Responsible for on-boarding new clients by engaging Property Management teams in the launch, implementation, and post-launch of Fetch Package service as well as ongoing communication and support for current client base.

  • Create and nurture long-term relationships with clients via phone, email, video meetings and in-person to mitigate churn while driving retention and renewals.

  • Maintain a cadence of communicating with clients about their resident trends, sentiment, and finding opportunities for deeper engagement utilizing CRM process/tools such as: Salesforce, Looker and Zendesk.

  • Represent the voice of the client to inform and educate our sales process, Marketing, and Operations team.

Fetch Package

Residential Experience Supervisor
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Nov 2021 - Nov 2023

Overseeing a team of 16 agents, ensuring all metrics and quality standards are being met. Building and managing schedules, and allocating hours of labor appropriately to ensure overtime is only used when authorized.-Manage and ensure the quality of the Live Chat department, implementing strategies and personnel needed to lower and dropped Chats.-Supervise and ensures all Account Manager reach out and requests are addressed and handled by the team, and full resolution is provided in… Show more -Overseeing a team of 16 agents, ensuring all metrics and quality standards are being met. Building and managing schedules, and allocating hours of labor appropriately to ensure overtime is only used when authorized.-Manage and ensure the quality of the Live Chat department, implementing strategies and personnel needed to lower and dropped Chats.-Supervise and ensures all Account Manager reach out and requests are addressed and handled by the team, and full resolution is provided in most cases.

Fetch Package

Weekend Customer Support Supervisor
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Aug 2021 - Nov 2021
  • Overseeing a team of 10 agents to ensure daily tasks and metrics are being achieved.

  • Working and addressing escalated cases through multiple channels.

  • Monitoring and facilitating breaks and lunches.

  • Reviewing and providing feedback and coaching.

Fetch Package

Customer Support Professional
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May 2021 - Aug 2021
  • Troubleshooting and resolving issues with packages. Communicating with carriers, and all parties involved in the delivery process to ensure customers' needs are met and satisfied.

  • Responding to inquiries and requests sent in by consumers.

  • Answering phone calls, and performing callbacks as requested.

  • Working directly with the facility to resolve and answer outstanding questions for residents.

Fastdash Amazon

Delivery Driver
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Oct 2020 - Apr 2021
  • Handling and delivering +300 packages a day.

  • Loading and unloading at the depot, providing excellent customer care to ensure packages are all handled appropriately.

  • DOT audits, and training certification.

H-E-B

Department Lead
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Feb 2016 - Aug 2020

Running and managing a department . Insuring hours are met An orders are complete on time . Insuring customer experience is superb. Creating weekly Shedule.

Education

Grand Canyon University

Bachelors of Science in Business Administration and Management
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2018 - 2020

Skills

  • Analytical Skills
  • Attention to Detail
  • Auditing
  • Automation
  • Building Business Relationships
  • Change Management
  • Communication
  • Creative Problem Solving
  • Critical Thinking
  • Customer Acquisition