Michael Carbonell Email & Phone Number

Boston, Massachusetts, United States

Promotion from Support Engineer, expanding on the same responsibilities while having more specialized focus on key parts of the platform, from a Salsify perspective. Additionally, included more opportunities to train new support agents

Boston, Massachusetts, United States

Responsible for supporting customers of Salsify who reach out with issues they run into on the platform or questions on areas that I have been trained to cover specifically. Consistently reached goals of closing more than 15 cases a week, cases were regularly about complex issues that required engineering support. I averaged closing out 20+ cases a week. Supported in regular training of new support agents and helped with documenting troubleshooting steps so future agents could read and replicate when they help other users who may run into the same issue.

Boston, Ma

Responsible for helping to build custom ‘channels’ (a reference to one part of the Salsify platform) when Salsify customers requested one to be added in their account. This required computer programming skills to build out the software that would work in their account. Regular goals were to complete a dozen of these requests weekly.

Portland, Oregon

After about six months as a contractor, I was offered a full-time position at SurveyMonkey as a Data Entry Analyst. The responsibilities as a contractor remained, where I continued to analyze data and conduct research to complete data sets.Over time I earned the trust of my superiors to join their research teams and support them on various research projects. Over the course of the next year and a half, I coordinated on a few hundred different projects, including their biggest project to date called the Elections Project. This project followed the 2016 presidential election, surveying voter perceptions on key moments in the campaign. Working on these projects with the research teams helped me to build skills in project management/coordination, being able to work in a group setting or independently, time management and being able to juggle multiple projects at once. I became highly proficient using Excel, Word, and other programs as I used all of them to manage the content and data related to these projects. I proved to my managers that I was trustworthy enough to help manage their platform called Question Bank. I had the training, authority, and permission to create new content or delete old content in order to keep the system up to date. I earned additional project management skills by working on this platform because my superiors would send me instructions on what content needed to be added or removed and trusted me to be able to complete these projects my own way. These projects revolved around creating certified survey questions for the Question Bank that customers to access and add to their surveys. Thanks to my contributions, customers were able to better trust the quality of the questions that they would use to draw the conclusions they need in order to make more informed decisions.

Portland, Oregon

As a contractor for SurveyMonkey doing Data Entry, I was responsible for categorizing data for the Benchmarking product. Everyday, I would work through a few hundred different data sets. First, I would have to assess each one based on a set of criteria and conduct research to both verify and search for information to meet them. When all the information could be verified, the data would then be separated into specific benchmarks to improve the data set that defines each benchmarks score. These benchmarks would then be purchased for companies to assess their position in relation to their industry's benchmark score.

Tigard, Or

I was an Account Executive of this company that focused on marketing in a business to consumer format to sell internet service. I was responsible for operating specific areas to maximize the number of potential customers I would meet. Every day I would meet around 40 different potential customers with the goal of getting new sing ups for the service. I would engage with each customer to inquire about their internet use and needs and recommend the best service to meet those needs. Every day I would average two to four new customers. Performance was important in order to be evaluated for a performance.I made the required criteria later and was promoted to a Leadership role where I started learning how to manage and develop a team. I was responsible for training new employees to one day be promoted to a leadership role as well. I was able to help train four people to a promotion.