Michael Noel Email and Phone Number

Manage customer account configurations for new and existing clients ensuring customers roll out product features correctly. Manage customer expectations aligned with the business processes and protocols. Resolve time-sensitive and high-pressure queries.

Working in the field of prevented maintenance, assigned to handle the service maintenance account for various commercial customers. Each prevented maintenance consists of the planning and scheduling of filter and vent cleaning for each Taco Bell, Wendy’s and their franchise group, Applebee’s, Buffalo Wild Wing’s, Arby’s, and other restaurant groups. Submit monthly reports to each customer on the current and future service planned for their sites. Research and resolve customers' complaints using Friendly Solutions system to provide asset photos on technician service performance. Partner with Logistics to set up and schedule Coil Cleaning, Ice Machine, and Oven cleaning service for each restaurant account. Assist the Billing Specialist with invoicing the client and correcting any issues with charges on the account.

Working in the role of team lead, worked to provide timely and complete response to question or concern to meeting planners, hotel sales managers and customer that work with groups360 platform. Handle inbound calls as well as make outbound calls to existing customer to address and resolve client issues with meeting planning. Worked closely and partnership with our Development team to update product and services to our client base to ensure client satisfaction. Trained and educated new incoming employees on the process and procedures of the company govern rules. Help to implement new troubleshooting procedures in resolving client, hotel and meeting advisor technical problem. Develop customer service response process in Salesforce to properly to document all client and meeting advisor issues resolutions.

Supports Online Services for clients with the Onboarding Essential and Standalone product in the onboarding environment. Consistently working with our client base and internal partners in troubleshooting and training with the onboarding product to ensure a quality service experience for our clients. Utilizes several different computer software packages which includes, HRIS, and SalesForce tracking information. As Team lead, perform training, educated new hire on the emphasis of product knowledge as well as improving client relations. Gather information and build reports to enhance team awareness of company and client changes that affect daily operations in serving the client needs. Conduct monthly audits report providing update analysts for client account setup for immediate use. Participates in other retention-oriented programs to ensure ongoing client satisfaction to meet company client retention. Cross train in several technical support roles to gain the knowledge of how to resolve technical issue that client may have within the system.

Transferred from Atlanta, GA, work in the retention department to consult with client after sales and contract signing for Fuelman, BP/Arco and Chevron products. Resolve customer complaints and provide ongoing support building client relationships resulting in a 92% client retention rate. Develop and implemented creative, cost effective programs which resulted in company revenue increase for retained customers. Trained peers and assist in manage team on internal systems and implementation of new plans to resolve customer problem.

Night Mgr/Night auditor