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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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..
• 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