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Michael Smith

Support Manager, Senior Manager, Product Manager.

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Intro
Rochester, United States
Product Support Manager at Podium
Studied at St. John Fisher College
Telecommunications
linkedin.com/in/michaelj-smith
Joined May 30, 2024

Skills

Languages

English
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Native or Bilingual
About
Accomplished and service-oriented professional with extensive experience in directing high-performing support teams, as well as leading technical support and product management efforts to enhance customer satisfaction and operational efficiency. Excel in managing product rollout and enhancing support systems with focus on optimizing case management and safeguarding customer data. Skilled in rolling out support systems, improving data security, and standardizing support operations. Adept at overseeing the implementation of Cloud/UCaaS and SaaS improvements to drive improvements in first-call resolution and reduce escalations.
Experience
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Podium
Sep 2023 – Present
Product Support Manager
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Meta
Aug 2022 – May 2023
Workforce manager
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Mitel Networks Corporations
Oct 2017 – Aug 2022
TAC Tier 1 Manager
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Mitel Networks Corporations
Oct 2014 – Oct 2017
TSE Tier 1 Lead
Education
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St. John Fisher College
Aug 2009 – May 2012
Bachelor of Applied Science in Adolescence Education
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