Michael Leo

Michael Leo Email and Phone Number

Customer Success Leadership and Management @ Smith Optics
portland, oregon, united states
Michael Leo's Location
Portland, Oregon, United States, United States
Michael Leo's Contact Details

Michael Leo work email

Michael Leo personal email

About Michael Leo

Michael Leo is a Customer Success Leadership and Management at Smith Optics. He possess expertise in adobe creative suite, photoshop, indesign, illustrator, graphic design and 17 more skills. He is proficient in English.

Michael Leo's Current Company Details
Smith Optics

Smith Optics

View
Customer Success Leadership and Management
portland, oregon, united states
Website:
smithoptics.com
Employees:
281
Michael Leo Work Experience Details
  • Smith Optics
    Customer Service Team Lead
    Smith Optics Jun 2023 - Present
    Portland, Oregon Metropolitan Area
    • Leading and guiding CS team with resolutions to site problems and customer concerns• Manage ada AI agent by creating articles and adding to the knowledge base on a regular basis.• Weekly reporting for both CSR's and ada performance• Montly 1:1's to review performance of each CSR and discuss goals• Work closely with e-Commerce team to maintain site functionality from customer and agent feedback
  • Smith Optics
    Customer Support Specialist
    Smith Optics Dec 2021 - Jun 2023
    Portland, Oregon Metropolitan Area
    • On the spot quality assurance and problem-solving. • Responsible for providing product knowledge to current and potential customers. • Wide array of product knowledge including Rx eye/sunglasses, sunglasses, helmets, and snow goggles.• Work closely with Rx lab and customers to streamline ordering to delivery• Created a training SOP for Rx focused questions• Tickets and phone calls with customers to assess and resolve product issues
  • Resident
    Customer Success Supervisor
    Resident Mar 2018 - Jan 2020
    Portland, Oregon Area
    • Responsible for overseeing a staff of 50+ employees. • Responsible for developing, coaching, and scheduling employees. • Facilitated monthly advocate performance reviews, rotating between 7-10 different employees a month. • Monitor and managed 100 person call and chat queue to ensure efficiency in customer retention. • Implementation and advocate training of multiple CRM systems (HelpDesk, LiveChat, ZenDesk, Comm100, Kustomer).• Implemented de-escalation training used for new hires.• Handled 7-10 escalated issues a day with a 98%+ success rate which resulted in a reduction of canceled orders.
  • Resident
    Customer Service Advocate
    Resident Mar 2018 - Nov 2018
    Portland, Oregon Area
  • Denver Kush Club
    General Manager
    Denver Kush Club Feb 2013 - Feb 2018
    Denver, Co
    • Managed a staff of 13-17 employees including oversight of 4 assistant managers.• Facilitated all management and employee training.• Responsible for maintaining proper staffing levels and work schedules.• Played a key role in developing and implementing employee standard operating procedures to improve efficiency in daily tasks and sales techniques.• Streamlined all products carried and sold while maintaining efficient inventory levels. • Researched and implemented competitive market pricing. • Provided extensive and detailed support and knowledge to all new and returning customers helping in retention and customer growth.

Michael Leo Skills

Adobe Creative Suite Photoshop Indesign Illustrator Graphic Design Typography Customer Service Social Media Posters Web Design Wordpress Advertising Layout Dreamweaver After Effects Magazine Layout Design Letterpress Branding Graphics Microsoft Office Logo Design Brochures

Michael Leo Education Details

Frequently Asked Questions about Michael Leo

What company does Michael Leo work for?

Michael Leo works for Smith Optics

What is Michael Leo's role at the current company?

Michael Leo's current role is Customer Success Leadership and Management.

What is Michael Leo's email address?

Michael Leo's email address is mi****@****ail.com

What schools did Michael Leo attend?

Michael Leo attended Metropolitan State University Of Denver.

What are some of Michael Leo's interests?

Michael Leo has interest in Civil Rights And Social Action, Education, Environment, Animal Welfare, Arts And Culture.

What skills is Michael Leo known for?

Michael Leo has skills like Adobe Creative Suite, Photoshop, Indesign, Illustrator, Graphic Design, Typography, Customer Service, Social Media, Posters, Web Design, Wordpress, Advertising.

Who are Michael Leo's colleagues?

Michael Leo's colleagues are Tim Rogers, Semin Seo, Ben Hirsch, Hilda Munguia, Troy Zeuske, Juana Aparicio, Dean Carlson.

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