Michael Hendrickson Email & Phone Number

New York City Metropolitan Area

New York City Metropolitan Area

New York City Metropolitan Area

As an Escalations Manager at Nespresso, I have excelled in a fast-paced and collaborative work environment while managing escalated contacts and incidents, training colleagues, and serving as a subject matter expert. Through various channels including phone, email, and live chat, I have successfully resolved escalated contacts and closed reports from the Better Business Bureau. Additionally, I have provided valuable insights and recommendations for continuous improvement as a market acceptance tester for the primary call center operating system and a marketing department tester for mobile app and web platforms. My experience in this role has honed my skills in collaboration, coaching, and problem-solving.

New York City Metropolitan Area

As a Coffee Specialist at the Nespresso Customer Relationship Center, I have developed a strong foundation in customer service through my responsibilities of fielding inbound calls from B2C and B2B prospects and members, registering new customers, providing in-depth product knowledge, placing orders, and resolving complaints. I have also honed my technical skills by handling calls from customers with general machine inquiries or requiring technical troubleshooting assistance, and by identifying and providing the best resolutions in alignment with CRC procedures and policies. Additionally, I have gained experience in outbound calling to prospects and members for various activities.In addition to my core responsibilities, I have also contributed to various company initiatives. For example, I created and curated a monthly tech tip newsletter to assist my colleagues in achieving machine repair KPIs, and collaborated with multiple departments to create an additional delivery method for free shipping and to update boutique locations and manager-on-duty phone numbers. I have also developed a framework to empower coffee specialists to have a unified approach to representing the Nespresso brand and building sustainable relationships with Club members.Throughout my time at the Nespresso Customer Relationship Center, I have consistently demonstrated my ability to deliver exceptional customer service and contribute to company initiatives.

Hastings-On-Hudson, New York, United States