Michael Morgan
@michaelmorgan
I resolve complex platform issues and improve customer onboarding through remote technical support and CRM workflows.
United StatesWhat I'm looking for
At PropertyOnion.com, I provide technical support and platform guidance through Zoom and phone, leading up to 15 virtual product demonstrations and site tours each week.
I resolve complex user issues in clear, non-technical language while managing account workflows, data entry, and status updates in HubSpot CRM and Slack to support adoption and retention.
Previously, I managed emergency dispatch at Cody and Sons Plumbing Heating and Air during the 2021 Dallas ice storm, coordinating 45 consecutive days of high-pressure operations. I cleared 15+ emergency calls daily and improved on-time performance by 20% through Service Titan, diagnostic tracking, and route optimization.
My background also includes leading high-volume customer service teams, improving contract closures and retention, streamlining data-entry processes, and reducing resolution times across phone, chat, and remote support environments.
Experience
Work history, roles, and key accomplishments
Site Tour / Customer Service Representative
PropertyOnion.com
Jul 2024 - Present (2 years 2 months)
Provide technical support and platform guidance to end users via Zoom and phone, facilitating up to 15 virtual product demonstrations and site tours weekly. Manage end-to-end account workflows in HubSpot CRM and Slack, performing data entry and status updates to maintain high CSAT scores.
Dispatch Manager
Cody and Sons Plumbing Heating and Air
Apr 2019 - Dec 2023 (4 years 8 months)
Delivered technical coordination and operational support under extreme pressure during the 2021 Dallas ice storm, managing emergency dispatch for 45 consecutive days. Utilized Service Titan CRM and diagnostic tracking tools to optimize routes and resource allocation, clearing 15+ emergency calls daily while improving on-time performance by 20%.
Senior Account Manager
All My Sons Moving & Storage
May 2016 - Apr 2019 (2 years 11 months)
Managed high-volume multi-channel customer interactions averaging 250+ daily, prioritizing tasks and resolving issues under pressure to drive a 25% increase in contract closures and 15% improvement in retention. Led and mentored teams of 20–40, redesigned workflows, and optimized logistics to improve on-time execution by 25%.
Streamlined account update and data entry procedures to handle a 40% workload increase, improving operational efficiency by 25% and reducing data entry errors by 15%. Optimized customer service workflows using Microsoft tools and Avaya telephony systems, increasing call efficiency by 25%.
Customer Service Representative
Intouch
Jan 2014 - Mar 2015 (1 year 2 months)
Optimized digital chat support workflows and training programs, achieving a 20% improvement in resolution times and a 30% reduction in leadership escalations while supporting end users.
Education
Degrees, certifications, and relevant coursework
Ruth King Dispatcher Course
Dispatcher Course, Dispatch
2023 - 2024
Completed a dispatcher training course in Irving, Texas, from February 2023 to March 2024.
Hollis High School
High School Diploma, General Studies
Attended Hollis High School.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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