Michael Calder

Michael Calder has a diverse work experience spanning various industries. Michael started as a Jr. PR Account Assistant at Michelle Damico Communications in 2013, where they created media lists, wrote pitches, and researched client and media trends. In the same year, they also worked as a Marketing Coordinator at Right at Home Inc., where they qualified potential referral sources, maintained relationships with local directors and marketers, and sponsored community programs.

In 2013, Michael also worked as a Marketing Coordinator and Special Projects Coordinator at Dreaming Tree Foundation, where they developed comprehensive media and contact lists, created press releases, and communicated with national theaters on marketing strategies.

Moving on to 2014, they joined Groupon as a Customer Service Supervisor, handling escalated customer phone calls and emails across various deal channels and coaching frontline CSRs. Michael demonstrated knowledge of several software platforms and tools.

From 2016 to 2017, Michael worked as a Direct Account Manager at Cars.com, monitoring customer engagement and performance for car dealerships in New Jersey. Michael collaborated with Account Executives on new business opportunities and exceeded monthly retention goals.

At Groupon from 2016 to 2018, Michael served as a Team Manager in two roles. Michael led teams of customer support agents, emphasizing training, quality, productivity, and career growth. Michael also managed administrative tasks, such as payroll and routine time off balances.

In 2018, Michael joined Booksy as a Customer Success Team Lead, driving process improvement, product implementation support, and reducing churn for 5000+ salon and barber locations nationwide. Michael established a specialized onboarding team for key partner accounts.

In 2019, Michael joined CareerBuilder as a Customer Success Manager, providing product onboarding and support for professional services business partners, and demonstrating ROI through performance reporting and contract renewals.

Most recently, in 2019, Michael became the Director of Customer Support at DigitalMint, where they managed a team of support agents for a cryptocurrency provider. Michael created standard policies and procedures, scaled coverage to operate 12 hours a day, 7 days a week, and achieved a high SLA in under 2 minutes.

Michael Calder attended Northeastern Illinois University from 2006 to 2012, where they earned a Bachelor of Arts (B.A.) degree in English. In 2021, they enrolled in Flatiron School to pursue a field of study in Cybersecurity Engineering. Michael successfully completed the program and obtained a certification in Cybersecurity Engineering from Flatiron School in March 2022.