Michelle Studebaker Email & Phone Number

Portland, Or, Us

Responsible for leading the customer experience teams, providing strategic leadership, guidance and direction to a mission-driven group of Customer Service professionals.

Portland, Oregon, Us

Established and grew consulting department, managing four-person team and supporting over 300-person claims organization. Design and implement policies incorporating Lean, Rummler-Brache and Agile methodologies with focus on claims management, compliance, reporting, training and auditing.• Boosted productivity 30% and reduced employer fines $100K by leading cross-functional team project, instituting procedures and upgrading processes, utilizing singular knowledge management system (KMS). • Saved $750K and improved productivity by implementing outsourcing strategy.

Portland, Oregon, Us

Appointed to head short-term absence management migration project from legacy claims management system to more advanced solution. Led cross-functional teams consisting of IT, sales, account management, customer service and claims operations. Collaborated with senior leadership, defined project scope and budget development. • Trained and supported clients on system transition, achieving high customer satisfaction.• Designed system enhancements to fulfill business requirements and align with technical capabilities.

Portland, Oregon, Us

Led 15-person team with oversight for 40 enterprise clients, accounting for $50M in premiums. Coached and guided customer service team on role, provided feedback on opportunities and coached to exceed service expectations. Managed audit, payments and reporting for client base. • Created and executed customer success strategy, retained clients and improved customer satisfaction scores 10% within first three months. • Turned around department, improved audit results in alignment with DOL guidelines during first six months.

Oakland, California, Us

Managed over 100-person call center team with 50 direct reports, and developed customer-centric culture ensuring positive experience. Partnered with peers to ensure consistent service level commitments and KPI measurements. • Led shift bid program, integrated eWorkforce Management software and streamlined processes.

Sunnyvale, Ca, Us

Headed midmarket quality and training programs supporting inbound consumer, B2B, outbound advertising and management sales teams. Evaluated quality assurance metrics, call monitoring guidelines and additional key metrics, provided feedback for continuous improvements. Created and launched employee development program, managing all aspects of employee lifecycle. Built and maintained outsourced vendor relationships.• Developed and led inbound consumer sales QA program, including product training, call monitoring, coaching program, mentorship opportunities and knowledge testing. Produced winning customer service environment.

Lake Oswego, Oregon, Us

Directed training and quality program for 500+ person call center with 15 direct reports and 250+ indirect reports. Managed strategic client relationships with 4 major existing partners and prospective clients for unique outsourcing product.• Developed customer service program and increased client satisfaction by 25% within first four months; adopted as company standard.• Created call monitoring guidelines that were adopted by all major partners and became model for major telecommunications client’s internal customer service teams.• Revamped training program, enhanced employee performance and helped build a motivated workforce.

Ekaterinburg, Sverdlovskaya Oblast, Ru

Led administration of $9M outsourced call center program including billing and budgetary oversight, training, quality assurance, scheduling, and reporting. Primary client contact for program and operational decisions. Key member of senior leadership team for 500+ seat call center. • Led program to meet or exceed all Key Performance Indicators since taking over program.• Improved Customer Satisfaction rating 22% within two months of taking over quality department.• Developed processes formalized as "Best Practices" by Corporate Quality Department.

Bachelor Of Science, Political Science

Pre-Law