Michelle Hanson Email & Phone Number

New York, United States

✅ Developed and maintained the customer support handbook, streamlining overall support operations through comprehensive product knowledge.✅ Collaborated with global and cross-functional teams to troubleshoot issues, and engaged in the planning and testing phase of periodic product updates.✅ Enhanced support efficiency by regularly optimizing Zendesk ticket workflows, and implementing automation and triggers based on user inquiries and data analysis.✅ Facilitated the outsourcing… Show more ✅ Developed and maintained the customer support handbook, streamlining overall support operations through comprehensive product knowledge.✅ Collaborated with global and cross-functional teams to troubleshoot issues, and engaged in the planning and testing phase of periodic product updates.✅ Enhanced support efficiency by regularly optimizing Zendesk ticket workflows, and implementing automation and triggers based on user inquiries and data analysis.✅ Facilitated the outsourcing, onboarding, and coaching of new CX hires, ensuring their successful integration into the team and maintaining high service standards. Show less

✅ Managed 2000+ Zendesk tickets with a 70% one-touch resolution rate and an average 85% customer satisfaction score. Collaborated cross-functionally with fulfillment for order and shipping matters, merchandising for inventory updates, engineering for bug reporting, and sales for account-related issues.

New York, United States

✅ Optimized web and app functionality through user and product database maintenance. Upheld product quality by replicating and prioritizing bug reports in Asana, while also incorporating valuable customer feedback.✅ Maintained and routinely updated the Zendesk Guide knowledge base, ensuring accurate and up-to-date information for self-service users.✅ Moderated community forums, monitored product pages, and investigated potential instances of shilling and fraudulent reviews.✅ Boosted… Show more ✅ Optimized web and app functionality through user and product database maintenance. Upheld product quality by replicating and prioritizing bug reports in Asana, while also incorporating valuable customer feedback.✅ Maintained and routinely updated the Zendesk Guide knowledge base, ensuring accurate and up-to-date information for self-service users.✅ Moderated community forums, monitored product pages, and investigated potential instances of shilling and fraudulent reviews.✅ Boosted website visibility by sharing social media content and inspire beauty enthusiasts to leave product reviews. Show less

Singapore

✅ Nurtured strong customer relationships at a dynamic startup telecom; resolved inquiries related to billing, service outages, and plan upgrades.

✅ Assisted customers with general inquiries such as order tracking, and returns/exchange processing for an eCommerce store.

Philippines

✅ Increased customer satisfaction and retention by overseeing compliant account verification and manual restoration processes. Actively participated in regular global team meetings for comprehensive product updates.

Philippines

✅ Developed expertise in Microsoft's OneDrive cloud storage. Mastered troubleshooting file synchronization issues across all platforms: web, Android, iOS, Windows, and Mac systems. Led team huddles and coached teammates to optimize support processes and enhance product knowledge.

Philippines

✅ Moderated Microsoft Support Community forums, assisting users with email and account management, including POP, IMAP, and TCP/IP connection settings. Proficient in web navigation and Outlook for Windows app.

Philippines

✅ Assisted both individual consumers (𝗕𝟮𝗖) and business clients (𝗕𝟮𝗕) with AT&T Wireless inquiries, covering website navigation, upgrade eligibility, new line additions, cancellations, and troubleshooting.

United States

✅ Transcribed various materials, including general voicemails, personal dictations, and call recordings.

Philippines

✅ Transcribed recorded audio to text, including general notes, personal dictations, to-do lists, medical reports, conference calls, legal files, and voicemail messages.

Philippines

✅ Managed incoming chats, offering support for hardware and software troubleshooting related to Gateway and eMachines computers, as well as assisting with product information, website navigation, order processing, and replacements.