Michaela Weber Email and Phone Number

I assist Shopify brands and IT/SaaS teams in developing, managing, and refining their customer support operations, including staff training and coaching. My expertise encompasses:- Evaluating existing support processes and suggesting improvements- Conducting comprehensive testing of the purchase process, addressing typical support inquiries like consultations, cancellations, and returns, and evaluating corresponding shop system emails- Training support staff in essential skills, including communication, empathy, chat efficiency, conflict prevention, and managing public feedback- Providing coaching and mentorship to Junior Support Managers- Crafting job descriptions, screening candidates, and conducting interviews for roles on platforms like Upwork- Setting up, maintaining, and enhancing the helpdesk solution Gorgias- Offering strategic support consultation to C-level executives- Stepping in as an interim support manager when neededMy goal is to bolster the efficiency and effectiveness of customer support teams, ensuring a high-quality customer experience.I have successfully collaborated with companies such as:Paperlike, VIBAe, buah, Billbee, Bonjour Ben, InnoNature, d.vinci, cerascreen, strategix, Magicline, HOCHiX Akademie, APIIDA

In 2013 I've kicked off the support department at Protonet. Since then I introduced any support processes, a support portal (https://support.protonet.info) for self-service and user-interaction and built a team of support engineers - locally and remote.In my daily business I am - optimizing support tools and processes- mentoring team members - handling critical issues- providing best practices consulting, technical support and customer service- providing technical Sales assistance and software trainings- organizing Quality Assurance for our software modules- planning and implementing further content and features to the support portal- taking care of customer satisfaction- maintaining the Support Portal and handle the forum requests + create more content where needed

- 1st Level Support to enterprise customers at an international level (primarily in English language) via phone and support ticket system, focusing on the IAM- Solutions CA SiteMinder and CA Single Sign-On - Independent troubleshooting within SLA by doing research, log analysis, phone conferences, remote-connections to customer environment as well as reproduction in self-managed test environments while doing detailed documentation within support ticket system- Mentoring new colleagues within EMEA security support team- Acting as deputy for the EMEA security support manager

- Presentations and speeches about the security solution areas Identity and Access- , Security Information- and Threat Management- Live demonstrations of CA Security Software as well as training courses and workshops for customers, partners and internal sales team- Planning, setup and maintenance of test environments and Proof of Concepts as well as post-sales and services activities within EMEA area- Response to RFI’s and RFP’s- Development of customer-specific solutions

- Implementation and maintenance of Microsoft-based networks and desktops and support for corporate customers and end users- Preparation and conduction of training courses and workshops at an international level in regard to CA Security solutions- Presales consultancy, project planning and implementation of CA Security Software solutions (eTrust Suite)