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Reagan Michael

@reaganmichael

Enterprise Business Unit Manager at HotelKey leading 60+ support staff and sustaining 95% call SLA compliance.

At HotelKey, I lead service delivery and customer experience for enterprise SaaS customers, with a 60+ member support team aligned to customer SLAs and business goals. I sustain 95% call SLA compliance, ticket aging under 3 days, and call abandonment below 2% through risk monitoring and escalation management.

I build relationships with enterprise customers and cross-functional teams, report performance to senior leadership, and maintain SOPs to standardize support operations. I also supervise Team Leads and use Performance Improvement Plans to improve retention and performance.

Previously at HotelKey, I worked through Technical Support Level 2 / Level 1 and Technical Support Team Lead roles. I resolved escalated hardware, software, and network issues, documented customer interactions in CRM and ticketing systems, and supported staff training and performance reviews.

At Gati KWE Pvt. Ltd., I coordinated client and international teams and prepared MIS reports and Excel dashboards. My work included contributing to higher on-time delivery and shipment bookings, as well as supporting Flipkart account performance during peak season.

Experience

Work history, roles, and key accomplishments

Current

Enterprise Business Unit Manager

Current

HotelKey

Nov 2024 - Present (1 year 11 months)

Own service delivery and customer experience for enterprise SaaS customers, leading a 60+ member support team. Sustain 95% SLA compliance, ticket aging under 3 days, and call abandonment below 2%.

Customer Success Management SLA Management Escalation Management KPI Reporting Governance SOPs Team Leadership CRM Ticketing Platforms

Technical Support Team Lead

HotelKey

May 2023 - Nov 2024 (1 year 6 months)

Ran daily performance reviews, monitored and reported KPIs, and managed escalations on critical unresolved issues. Drove quality assurance through work reviews and validation test packets.

KPI Monitoring Escalation Management Quality Assurance Documentation Hiring

Technical Support Level 2 / Level 1

HotelKey

May 2019 - May 2023 (4 years)

Resolved escalated hardware, software, and network issues, and trained Level 1 staff. Documented interactions in CRM/ticketing systems with outbound follow-ups.

hardware troubleshooting Software Troubleshooting Network Troubleshooting CRM Ticketing Systems Knowledge Base

Client Coordinator – Flipkart Account

Gati KWE Pvt. Ltd.

Jul 2018 - Apr 2019 (9 months)

Managed a team of six and produced MIS reports and Excel dashboards for client-level analysis. Delivered peak-season performance of INR 2.5 lakh bookings and INR 40 crore in revenue.

MIS Reporting Excel Dashboard Team Management Client Coordination Data Analysis

International Team Coordinator

Gati KWE Pvt. Ltd.

Apr 2017 - Jul 2018 (1 year 3 months)

Led an international team of three handling client queries and Shanghai–India customs coordination. Improved on-time delivery from 91% to 98% and grew shipment bookings to a 2 lakh peak.

Team Leadership Customs Coordination Client Query Handling Process Improvement Revenue Growth

Complaint Resolution Specialist / Customer Service Representative

Gati KWE Pvt. Ltd.

Sep 2015 - Apr 2017 (1 year 7 months)

Sustained a 94–96% Complaint Resolution Rate and 85% Complaint Resolution Index within 24 hours. Handled 180+ daily calls at 2.20 minutes average handling time.

Complaint Resolution Customer Service Call Handling Time Management