Michael Hafalia

Directed remote operations through three Operations Managers, strengthening leadership accountability, customer experience, service quality, workflow consistency, and team performance.
• Managed and developed three Operations Managers who reported directly to me.
• Within one confirmed reporting branch, an Operations Manager led four Team Leaders, with each Team Leader managing approximately 10 ag

Managed a remote team of 25 agents responsible for appointment-setting and customer engagement workflows, with a strong focus on service quality, responsiveness, follow-through, and consistent customer interactions.
• Coached agents on objection handling, conversational flow, customer engagement, and follow-up quality.
• Used an internal CRM tool to document customer interactions, track follow-ups

Led four customer-service teams totaling 60 agents: three supervisors overseeing 45 agents, plus a directly managed team of 15 agents.
• Improved CSAT from 75% to 85%, ASAT from 70% to 85%, QA from 80% to 90%, and sales conversion from 17% to 30%.
• Reduced average handling time from 425 to 325 seconds, attrition from 11% to 5%, and absenteeism from 9% to 5%.
• Used Salesforce CRM to review custom

Progressed from Team Leader to Operations Manager after serving as a Team Leader for the first two years of my four-year tenure. Ultimately led a customer-service organization of 90 agents and six supervisors, with each supervisor managing 15 agents and reporting directly to me.
• Improved CSAT from 70% to 85% and QA from 80% to 90%.
• Reduced average handling time from 350 to 275 seconds and abse

Led frontline customer service teams in a high-volume contact center environment, focusing on coaching, performance monitoring, escalation management, and customer experience delivery.
• Used Tellygence CRM to document customer interactions, review account histories, track cases and follow-ups, support resolutions, and maintain accurate service records.
• Developed agents through structured coachi

Studied Hotel, Motel, and Restaurant Management, focusing on hospitality and restaurant operations.

Pursued a Bachelor of Science in Tourism and Travel Services Marketing Operations, gaining knowledge in tourism and travel services marketing.