Michael Dahlby Email & Phone Number

San Diego, California, United States

👋 A support operations specialist with extensive technical expertise and a proven track record of delivering efficient solutions across various domains.• Highly organized with proven ability to manage high-volume projects and coordinate efficient workflow. • Outstanding communicator and relationship-builder known for going above and beyond to ensure best possible outcomes in client service and satisfaction. • Proficient in utilizing a wide range of communication channels, including web, chat, email, case updates, and direct telephone support 📞, to provide effective solutions to customer issues.• Performed duties as a senior customer support engineer, including a subject matter expert (SME) for OCR Capture software. • Built trust and confidence with customers through active listening 🎧, empathy 🤗, and effective problem-solving 🧩. Received excellent marks in Customer Satisfaction (CSAT > 98%) and Net Promoter Score (NPS > 70%).• Played a pivotal role in enhancing process and product improvements by offering unique insights during technical issue resolution 💡. As a Product Team Leader 🧑‍💼, I transformed disorganized meetings into highly productive and structured sessions.• Served as a technical and knowledge resource for internal teams such as development, quality assurance, and product management.• Diagnosed and verified environmental issues: network/hardware/operating system related to supported products. • Extensive experience with hosted and self-hosted client software installations 💻.• Documented and confirmed suspected software defects and product requests; provided detailed test cases and results to the product management/engineering team for resolution.• Created technical documentation for software KBAs and internal procedures.• Maintained internal support server for support department testing - managed SQL instance, restored databases, added/updated version. 🛠️

Fresno, California, United States

• Reviewed tax returns and entered data into IRS database.• 6000 KPH

La Crosse, Wisconsin, United States

• Prepared over 200 Tax Returns for Individuals and Small Businesses.• Handled Real Estate Transactions, Retirement Accounts and Investment Accounts.• Achieved the level of Tax Advisor II which requires over 250 hours of tax training.• Awarded Rookie of the Year for the entire district.• Certified Tax Specialist in Small Business.• Certified Tax Specialist in Investments.• Showed initiative and excelled.• Suggested improvements that were put into action.• Managed entire offices independently on many occasions. • Tailored my advice according to the unique needs of each client. • Excellent Organizational skills - handled dozens of client files simultaneously and efficiently

La Crosse County, Wisconsin, United States

• Co-founded company.• Managed all day-to-day operations.• Responsible for LLC filing and drafting the Articles of Organization.• Designed an electronic video magnifier to help the visually impaired read standard size text.• Successfully Patented the product and trademarked the name.• Handle relations with over-seas manufacturer.• Designed and managed the three Company Websites.• Handled all Marketing including our Internet SEO and Pay-per-click campaigns.• Responsible for all aspects of Customer Service.• Oversaw the Merchant Account.• Drafted Vendor Agreements.• Prepared Sales and Use Tax Filings as well as Annual Business Income Tax Returns.

Doctor Of Law - Jd, Law

Bachelor Of Arts - Ba, Legal Studies, General