Michael Fosselman

Initiator
DISC Type : Di

AVP, Customer Support Operations at Saks Global

Marysville, Ohio, United States

Overview

Michael is the AVP of Customer Support Operations at Saks Global, bringing over 15 years of leadership experience. He focuses on transformational change to improve customer service, which he views as a key revenue generator and retention lever. He holds a Bachelor of Arts from Arizona State University.

Outside of his professional life, Michael appears to have an interest in music and DJing. He is also a strong advocate for his network, frequently posting to support former colleagues and emphasizing the importance of empowering people to succeed.

He believes that best-in-class customer service is a "well-kept marketing secret" that drives revenue and retention.

Personality Overview

Conviction Driven

Friendly Challenger

Impact-Oriented

They respond well to objective pitches but also attach some value to relationships.  They measure a product on its merit but can be influenced by strong testimonials. They usually prefer to drive the conversation.

Topics They Care About

Customer Experience
Considers customer service a revenue generator. His experience includes improving agent and customer experiences with CRM, IVR, and AI bot technology.
Workforce Management (WFM)
His responsibilities consistently include WFM scheduling and forecasting. He has actively sought out on-demand WFM training materials for internal development.
Team Empowerment
Believes the key to his success is empowering teams with the right tools and training. He actively supports former colleagues in his professional network.

Media Appearances

Michael has no verified media appearances

Work History

11-2025
AVP, Customer Support Operations at Saks Global
7-2024 - 11-2025
Director, Contact Center Operations, Saks Global at Saks Global
4-2023 - 9-2024
Director, Contact Center Operations at Saks Global
4-2021 - 2-2022
Operations Manager, Consumer Service at The Scotts Miracle-Gro Company
3-2020 - 4-2021
Operations Manager, Customer Service at Root Inc.

Education

1996 - 2001
Bachelor of Arts from Arizona State University
1992 - 1996
Education details unavailable from Mountain Pointe High School

More Information

Social Presence :

Prographics :

Exp : 4 Location : Marysville, Ohio, United States Job Level : Middle Designation : AVP, Customer Support Operations at Saks Global
URL has been copied!

Insights For Selling To Michael

During A Call Or A Meeting

DO's

  • Focus on the big picture and the strategic value of your product
  • Refer to testimonials from well known people to highlight the value of your product
  • Get them to a point where they are ready to bat for your product internally

DONT's

  • Don’t keep repeating the same information, it could make them impatient
  • Avoid focusing only on the product or its ROI, keep building trust subtly
  • Don’t be too verbose or overly friendly; a little bit, however, is fine

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Michael is

  • Product value plays a big role, followed by relationship and a sense of achievement.
  • Will you ever get a clear answer from Michael

  • If they do not firmly believe in you, they will refuse without hesitation.

Insights For Deal Planning

    How fast (or slow) will Michael move?

  • If they develop confidence in your product and you, then they can make fast decisions.
  • Can Michael take some risk or not?

  • If necessary, they have the ability to take risky decisions.

You And Michael

Personality Compatibility


Other Saks Global Employees

Explore more public profiles from related professionals at the same organization.

More Profiles

Discover additional public profiles from our index.

Search more profiles

Looking for someone else? Search here for anyone.

Or visit Humantic AI to know more.