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
• 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.

• 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.
• Adapted to the changing needs of the business during bankruptcy… Show more Customer Relations Supervisor 07/09 – 07/10
• 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

• 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.
• 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
• 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

• 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.
• Temporarily assigned to data migration QA testing team April-June 2005.