Aldema Michaelo

Experience

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  Israel Defense Forces

  Apr 2015 - Apr 2017

  Principal Firearms Instructor
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  Lilly & Bloom Boutique Hotel

  Aug 2019 - Sept 2019

  Front Desk

  Provided exceptional guest services in a warm, welcoming environment. Experienced in managing reservations, handling guest inquiries, and ensuring seamless daily operations to enhance customer satisfaction.

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  Brown Hotels

  Sept 2019 - Oct 2019

  Front Desk + Concierge

  Front Desk and Concierge | Brown Hotels - The Poli HouseProvided exceptional guest service at this boutique hotel, managing check-ins, check-outs, and inquiries with professionalism. Delivered tailored concierge recommendations, coordinated reservations, and resolved guest concerns efficiently. Strengthened interpersonal skills and multitasking in a fast-paced, design-focused environment.

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  Juno Inc.

  Oct 2019 - Nov 2019

  Customer Support Specialist

  Resolved product & service issues through internal investigation, complaint resolution & following up to ensure customer satisfaction in a positive & professional manner. - Maintaining extensive knowledge of product & service to correctly address complaints & inquiries.-Proficient in: Zendesk, Web helper, Talkdesk.

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  Bookaway

  Nov 2019 - Mar 2020

  Customer Support Representative

  Resolving customer service problems by clarifying customer complaints, determining the problems, and maintaining extensive knowledge of product & service to correctly address complaints & inquiries. -Correcting & following up with the complaint or inquiries to ensure resolutions in a positive & professional manner.- Recommending potential improvements to management by collecting and analyzing customer info & need.

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  Rewire

  May 2020 - Mar 2021

  Community Support Specialist

  -Tier2- dealing with difficult scenarios.- Help customers from East-Africa as I speak Swahili (Local language).-Recommending potential improvements to management by collecting and analyzing customer info & need.- Working in retention: brought back customers that used to use our platform, while collecting details and data to better improve our services. - Improved the Canned responses in the platforms Freshchat & Freshdesk ( Freshworks).- Update information and help with additional templates in the system between the teams and internally as well.- Training buddy for new customer support employees, (onboarding process). Show less

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  AccessiBe

  Mar 2021 - Sept 2024

  I started as a support specialist grew to team captain and transitioned into a support operations manager role, where I drive operational excellence through data analytics, project management, and system ownership. I design and maintain KPIs, reports, and dashboards to support decision-making. I manage Zendesk, chatbot implementations, and Salesforce tools while collaborating across teams, including product, marketing, and sales. Additionally, I lead training programs and knowledge management initiatives, ensuring the support team is well-equipped to deliver exceptional service. Continuously expanding my technical and operational expertise, I focus on optimizing support processes for efficiency and success. Show less

  • Support Operations Manager

    Jul 2023 - Sept 2024

  • Customer Support Captain

    Dec 2021 - Jul 2023

  • Customer Support Specialist

    Mar 2021 - Dec 2021