Michael Harbour Email & Phone Number

Portland, Oregon, United States

Portland, Oregon Area

Portland, Oregon

• Use syndicated media research and systems to perform daily audits on data reports to confirm accuracy. Monitor reports to ensure that schedule and content changes are appropriately reflected.• Liaise with IT, Data Analysts, Client Insights, and Network Client to ensure consistency and accuracy of report content.• Collect, analyze, validates and reconciles station/network data to ensure accuracy before data finalization. • Assist in training new team members.

Yahoo, Inc. Help Content Manager2/13 - 8/17• Created, edited, and revised internal and external content for almost every Yahoo product including Yahoo Mail, Finance, Sports, Messenger, Account (Yahoo ID), and others.• Managed content development and translation for global product and feature launches. • Localized content for the specific needs of each country where product features were localized, including product differences and legal considerations for each… Show more Yahoo, Inc. Help Content Manager2/13 - 8/17• Created, edited, and revised internal and external content for almost every Yahoo product including Yahoo Mail, Finance, Sports, Messenger, Account (Yahoo ID), and others.• Managed content development and translation for global product and feature launches. • Localized content for the specific needs of each country where product features were localized, including product differences and legal considerations for each region.• Managed product alerts regarding outages, planned maintenance, and other high profile issues.• Contributed to help site configuration including recommendations for UI language, design, and structure.• Collaborated with legal and marketing teams, product managers, engineers, support managers, customer service agents, and translation vendors around the world.• Used analytics data as well as feedback on social media platforms to improve help content and enhance the customer experience.Yahoo! Small Business Senior Client Advocate/Help Content Manager7/10 - 2/13• Provided telephone technical support for business email, website design and website design tools, including troubleshooting HTML, DNS, email settings, and SEO.• Took escalation call transfers and made escalation callbacks when supervisor was unavailable.• Aug. 2011: Recruited to update help documents for new and revised products, while continuing customer service role. • Feb. 2012: Began full-time content management. Created, edited, and revised customer-facing web hosting, business email, and e-commerce internet self-help content and internal content for customer service agents to use in responding to customers.• Gathered and prioritized information and wrote weekly email newsletter distributed to the support team.• Working in a team of three, prepared content for migration to a new hosting platform. Validated and cleaned up post-migration.• 2013: Small Business content management merged with Yahoo, Inc. content management. Show less

Customer Relations Supervisor 07/09 – 07/10 • Led, trained, coached, and developed a team of 7-12 Customer Relations Agents for a retail chain with up to 4000 store locations. • Resolved escalated customer concerns and issues. Processed credit card refunds to customers. Identified patterns in customer and employee contacts to determine technical, policy or training issues which may need to be addressed. • Adapted to the changing needs of the business during bankruptcy… Show more Customer Relations Supervisor 07/09 – 07/10 • Led, trained, coached, and developed a team of 7-12 Customer Relations Agents for a retail chain with up to 4000 store locations. • Resolved escalated customer concerns and issues. Processed credit card refunds to customers. Identified patterns in customer and employee contacts to determine technical, policy or training issues which may need to be addressed. • Adapted to the changing needs of the business during bankruptcy process and coached team members through adjusting to their changing responsibilities.Customer Relations Agent 03/09 – 07/09 • Supported customers and store associates by telephone, email, and postal mail. Initiated research, responded to and resolved issues and conflicts, documented issues and resolutions. Store Director 09/08 – 03/09 • Supervised a team of 6-10 employees for a national retail chain. • Managed all aspects of store operations: selecting, training, and managing store employees, maintaining financial controls including shrink, labor, and operating expenses, and executing company merchandising strategies.Assistant Store Director 02/08 –09/08 • Assisted Store Director with the supervision of a team of 5-8 employees, maintaining the store environment to ensure consistent execution of company merchandising strategies, standards, and financial accountability. Show less

Yahoo! Small Business Small Business Customer Solutions Client Advocate04/07 – 02/08 • Resolved customer inquiries regarding web hosting, web design products, and business email products using multiple customer support tools, articulating complex information to a variety of technical and non technical customers. • Educated customers on additional products to help them be more successful.• Coached new trainees in the department in the performance of their… Show more Yahoo! Small Business Small Business Customer Solutions Client Advocate04/07 – 02/08 • Resolved customer inquiries regarding web hosting, web design products, and business email products using multiple customer support tools, articulating complex information to a variety of technical and non technical customers. • Educated customers on additional products to help them be more successful.• Coached new trainees in the department in the performance of their jobs.• Increases in efficiency and customer satisfaction as provided by the prototype team led to bringing all support functions in-house. Yahoo! Search Marketing Customer Solutions Client Advocate 04/06 – 4/07 • Answered advertiser questions and resolved problems via telephone and email, including billing and budgeting questions, explanations of different products, and technical questions. Provided a system walk through to advertisers as needed. Explained and reinforced YSM guidelines. • Wrote standard email responses used by the email response team.• Trained as a Subject Matter Expert for migration to a new advertiser interface Sept. 2006 and then helped train and coach other representatives on the system. • Recruited to originate the prototype Small Business Customer Solutions team April 2007. Show less

• Resolved telephone inquiries, complaints, and problems, defused escalated calls, performed account activity on customer accounts, negotiated payment arrangements on past due and over limit accounts, worked with other departments to resolve customer inquiries. • Temporarily assigned to data migration QA testing team April-June 2005.