Bianca Michelin

Experience

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  Prairie View A&M University

  Feb 2015 - Jun 2017

  • Managing and mentoring undergraduate student workers whilst effectively working towards ensuring that the team operates efficiently through appropriate task allocation.• Assist staff and student with problems they may encounter while using e-Courses (Moodle), the university’s portal for online, hybrid and web-assist course delivery.• Support TTVN Telecommunications network s for video course content to over 35 different sites.• Create posters for staff and also do large format printing.• Manage over 60 desktops, laptops (MAC/PC) • Software installation on both Windows and OSX computers. Show less (Student Manager at the Cooperative Extension Program (CEP) at PVAMU (an affiliate of the Texas A & University System); the university’s primary department that offers public service programs to the State of Texas, both rural and urban counties.)•Planed and developed excel spreadsheets to improve transaction records and functionality for programs.•Managed and mentored a team of 10 student workers whilst effectively working towards ensuring that the team operates efficiently through appropriate task allocation.•Researched journal articles from various databases and wrote annotations to be used in article publications by a team of professors and program specialists.•Researched and shortlisted companies , businesses and community members that could be targeted as potential customers for online marketing campaigns or beneficiaries of different agricultural, nutritional or economic programs and training offered by the CEP. Show less

  • Assistant to the Network Manager

    Jun 2016 - Jun 2017

  • Research Assistant

    Aug 2015 - May 2016

  • Student Leader Apprenticeship Co-ordinator

    Feb 2015 - Jul 2015
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  Lantel Systems

  Oct 2017 - May 2019

  Client Services Manager

  - Establish best practices through the entire technical support process.- Responsible for ensuring that users are provided efficient and SLA-based support - Solves problems and makes decisions daily relative to Help Desk responsibilities.- Performs technical staff scheduling to ensure Help Desk coverage at all times.- Identifies and Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.- Reviews samples of completed ticket to ensure quality.- Responds to customer dissatisfaction and follows through to ensure a satisfactory resolution.- Reviews customer feedback on ticket survey’s and recommends changes.- Meets with clients to ensure that we are meeting their expectations. Show less

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  Academy Sports + Outdoors

  Dec 2017 - now

  - Responsible for providing follow-up and resolution to customer inquiries that are referred to Business Support from Customer Care Team Members- Provides escalated assistance to Academy Stores for online customers or in-store customers as neededResearches and resolves customer complaints, troubleshoot problems, and provides information using all available resources.- Provides support for Customer Care Team Member position (answers procedural questions)- Maintain Performance Metrics- Assists with gift card activation and administration. - May provide support to review orders prior to shipment to minimize fraud risk using the fraud tool user Interface.- Responsible for confidential customer information.- Answers Incoming contacts through multiple channels according to business needs, which may include resolving escalated customer issues- Identifies and escalates priority issues.- Responds to requests from cross-functional departments to assist with customer issue resolution. Show less

  • Customer Service Specialist

    Oct 2023 - now

  • Escalations Team Member

    Sept 2022 - Oct 2023

  • Senior Customer Service Representative

    Jun 2021 - Sept 2022

  • Customer Service

    Dec 2017 - Jun 2021