Michelle V.

Experience

• 

  PayPal

  Jun 2013 - Jul 2014

  Customer Service Representative

  ▪︎ Assisted customers with payments, online navigation, making purchases, filing fraud reports, filing disputes, linking accounts, and resolving declines.▪︎ Used problem solving and communication skills to de-escalate calls.

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  Concentrix

  Nov 2014 - Mar 2015

  Customer Service Representative

  ▪︎ Supported Nike customers via chat and email to help them find the best products for their specific athletic needs and goals.▪︎ Provided product information and order status updates. Issued promo codes and discounts when necessary to ensure positive customer experiences.

• 

  Weebly

  Aug 2015 - Jul 2016

  Sales & Customer Service Representative

  ▪︎ Expanded knowledge on DNS, SEO, web design, and coding while assisting customers with their websites. ▪︎ Utilized multi-tasking skills by taking up to three chats at a time and/or emails. ▪︎ Consulted with customers to help them find the products they need to reach sales and contact goals. ▪︎ Used systems such as Zendesk, SnapEngage, HipChat, and Slack.

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  Michelle Haider Designs

  Aug 2016 - Sept 2017

  Owner

  ▪︎ Designed and created websites according to client's needs.▪︎ Maintained and updated sites as needed.

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  TicketManager

  Sept 2017 - Mar 2020

  Account & Customer Support Specialist

  ▪︎ Built client relationships with Fortune 500 companies to ensure retention and success of the account throughout the partnership.▪︎ Complete data entry of ticket inventory, quality assurance checks, process shipments, invoicing, reporting, and accounting.▪︎ Lead live software training webinars.▪︎ Analyze, identify, and recommend process improvements.▪︎ Used systems such as Zendesk, Jira, Salesforce, and Confluence.

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  Reputation

  Aug 2020 - now

  ▪︎ Collaborated with the team to develop a quality assurance process that would provide quantitative data. ▪︎ Analyzed and refined the QA process to ensure optimum efficiency and accuracy.▪︎ Automated reporting and collaborated with Salesforce administration to make data more accessible. ▪︎ Playbook audit scores increased by 28% ▪︎ Call and implementation audits scored at 99.5% and 97.1% respectively. ▪︎ Created video tutorials, documentation, and hosted training calls to bridge knowledge gaps within the provisioning team.▪︎ Trained the implementation specialist team and hosted individual calls when needed to review specific topics.▪︎ Assisted the implementation team when needed by taking ownership of projects to help offset volume. Show less

  • Implementation Project Manager

    Mar 2024 - now

  • QA Implementation Manager

    Jun 2022 - Mar 2024

  • Technical Support Specialist

    Aug 2020 - Jun 2022