Michael Greenfest

Trailblazer
DISC Type : DI

Executive Director: Customer Engagement & Experience at The College Board

Myrtle Beach, South Carolina, United States

Overview

Michael Greenfest is the Executive Director of Customer Engagement & Experience at The College Board. He specializes in leading virtual and on-premise sales and service centers with a focus on enhancing B2C and B2B customer loyalty. He holds a Bachelor of Arts from Weber State University.

He was recognized as a "Top Manager" and led a "Top Team" during his tenure at Wayfair in August 2014.

Personality Overview

Friendly But Fast

Persuasive

Achievement-Oriented

They respond better to a combination of speed and relationship.  They are more likely to be open to unproven but exciting technologies. They like to keep things under control.

Topics They Care About

Customer Experience
His current role involves implementing the customer experience vision for all customer-facing support teams at The College Board, from Tier 1 to escalations.
B2B Service Strategy
Previously directed the strategy for Wayfair's B2B Service Account Management team, which provided proactive support for high-value and strategic enterprise accounts.
Operational Efficiency
Has a proven track record of improving key metrics, having previously reduced call handle times by 26% and increased customer satisfaction by 5%.

Media Appearances

Michael has no verified media appearances

Work History

12-2024
Executive Director: Customer Engagement & Experience at The College Board
5-2024 - 11-2024
Senior Manager, B2B Service Account Management at Wayfair
12-2018 - 4-2024
Senior Manager, NA Service & Canada (French & English) at Wayfair
3-2016 - 11-2018
Customer Service Manager II at Wayfair
3-2014 - 2-2016
Customer Service Manager at Wayfair

Education

Bachelor of Arts - BA from Weber State University
Certificate from University of Cambridge

More Information

Social Presence :

Prographics :

Exp : 13 Location : Myrtle Beach, South Carolina, United States Job Level : Senior Designation : Executive Director: Customer Engagement & Experience at The College Board
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Insights For Selling To Michael

During A Call Or A Meeting

DO's

  • Ask them for a lunch or coffee once some rapport has been established
  • Give them control of the sales process
  • Talk about yourself and some of your achievements at the start of the conversation

DONT's

  • Don't make any commitments that you might not be able to fulfill
  • Don’t hesitate from asking questions or pushing them, but take a friendly approach
  • Do not look like someone who doesn’t know what they are talking about

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Michael is

  • Relationship and product conviction matter equally, followed by a sense of achievement.
  • Will you ever get a clear answer from Michael

  • If they are not convinced, they will say no albeit in a friendly manner.


Insights For Deal Planning

    How fast (or slow) will Michael move?

  • They can make decisions quickly if they develop trust in you and conviction in the product.
  • Can Michael take some risk or not?

  • They can take risks if necessary.

You And Michael

Personality Compatibility


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