Mike Minard

Customer-obsessed SaaS professional with 25+ years of management and leadership experience across customer operations, onboarding, training, and escalation management. Experienced in leading teams, developing coaching plans, managing KPIs, and improving workflows that strengthen customer outcomes. Brings deep QuickBooks ecosystem expertise, strong cross-functional collaboration, and a proven ability to communicate complex issues clearly while supporting distributed teams.

Supervisor - GEICO

(2025-07 - 2026-06)

• Managed a team of 10 agents in a high-volume call center environment, supporting performance, engagement, and day-to-day operations.
• Managed team KPIs and metrics, resolved escalations, and supported agent career development and individual personal development.
• Analyzed associate performance data and used results to align team performance with business needs and exceed operational expectations.
• Developed individual coaching plans and provided proactive daily coaching, feedback, and training to support performance improvement.
• Maintained personal licensing/compliance standards per company expectation
• As an associate, provided licensed customer support for Personal Lines insurance products, including Auto, Homeowners, and Dwelling policies while delivering KPI results in the top quartile of all agents companywide
• Served as a primary point of contact for customers, using customer relationship management practices to address policy inquiries, changes, and concerns through phone and digital channels.
• Mentored new agents and led team engagement across multiple initiatives.
• Resolves complex issues and escalations through clear communication, policy knowledge, and problem-solving.
• Leveraged Salesforce CRM to document customer interactions, track service activity, and support data accuracy and continuity.

Remote Bookkeeping Professional - The Nonprofit Plug - Remote

(2024-02 - 2026-05)

• Managed bookkeeping operations for 18 nonprofit clients simultaneously, supporting accurate financial tracking and reporting as part of the Financial Management Team.
• Perform account setup, transaction recording, bank reconciliations, payroll support, and basic financial reporting.
• Manage online banking connections and integrations to ensure data accuracy across systems.
• Collaborated directly with organizational stakeholders to understand financial workflows, communicate requirements clearly, and ensure compliance with reporting requirements.
• Maintained strict deadlines and organized multiple client engagements while balancing competing priorities.

Customer Obsessed Product Escalation Manager/Team Lead - Intuit

(2011-07 - 2024-09)

Oversaw product escalation funnels for QuickBooks Self-Employed and QuickBooks Online Banking, partnering cross-functionally with customers, front-line experts, engineers, product managers, and senior leadership to resolve complex issues and improve the end-to-end customer experience.

• Led high-impact escalation management efforts, resolving critical customer and internal escalations while identifying root causes and driving long-term preventative solutions.
• Reduced Online Banking escalations by over 80% in under six months by training additional staff, streamlining workflows, and improving queue management-decreasing ticket volume from a daily average of 150–400 to fewer than 70 open tickets with an average backlog of 7 days.
• Served as the TeamLead and primary escalation owner for 78% of Online Banking escalations for a four-person team, ensuring timely resolution and clear stakeholder communication.
• Collaborated closely with internal stakeholders to address recurring issues, improve support processes, and reduce future escalation risk.
• Designed and implemented a Closed Loop Email process in Salesforce, improving proactive communication with customers impacted by product defects; the process was later adopted across multiple business units and remains in use enterprise-wide since 2015.
• Centralized Salesforce alert management by integrating alerts into a Slack-based escalation channel and training the Supportability team, eliminating bottlenecks and improving response times since 2021.
• Applied Intuit's Design for Delight (D4D) methodology to customer-facing and internal workflows, improving efficiency, issue resolution speed, and customer satisfaction.
• Provided onboarding, training, and mentorship to new hires and peers across the Small Business & Self-Employed Group (SBSEG) ecosystem, supporting products including QuickBooks Online, QuickBooks Self-Employed, Payments, Payroll, and QuickBooks Desktop.
• Developed and delivered training on communication tools, escalation workflows, and cross-channel support strategies to improve expert effectiveness and customer outcomes.
• Mentored and trained and facilitated curriculum for new hires across multiple lines of business within Customer Success.
• Acted as a trusted subject-matter expert and advisor across teams, supporting both operational execution and strategic initiatives.

Customer Support Specialist - Sprint

(2011-01 - 2011-07)

Logistics Team Lead - Target Store #1863

(2008-05 - 2011-01)

Store Manager - Chipotle #372 S

(2008-03 - 2008-11)

District Training Manager - Blockbuster Video

(1994-01 - 1996-03)

District Training Manager - Blockbuster Video

(2004-03 - 2008-03)

Roadside Assistance Dispatcher/Supervisor - Cross Country Automotive Call Center

(2001-07 - 2004-03)

Sportswriter/Copy Editor - Long Beach Press Telegram

(1988-08 - 2001-07)

Vocational Degree - Computer Science - Computer Education Institute