Michal Ben-Dror Email & Phone Number

Tel Aviv-Yafo, Il

Tel Aviv District, Israel

www.womenofcustomersuccess.com

Israel

• Managing, developing, and growing long-term relationships with both SMB and large enterprise customers worldwide.• Increasing customer engagement, driving adoption of Proggio and providing in-depth analysis along the way to help maximize usage.• Supporting customers in reaching their business objectives and KPIs by building unique Account Plan for each customer while identifying new potential opportunities to drive organic revenue growth.• Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy.

New York, New York, United States

These brand centers are the first touchpoints of the customer with the luxurious automotive brand• Promoted from Guest Experience Manager to General Manager within 10 months• Built from scratch the CX team and customer journey; trained the team to provide a personalized customer experience based on data-driven customer segmentation• Maximized lead generation and follow-through for the Genesis HQ through building a seamless and smooth customer engagement process• Oversaw financial aspects such as cost controls, productivity levels, and lead conversion rates, which resulted in increased operational efficiency and the introduction of new and improved processes and procedures

Greater New York City Area

Urbana-Champaign, Illinois Area

• Led the CX team, including interviewing, hiring & inducting all permanent & temporary staff, and built a personal development plan for all individual team members and the team as a whole.• Managed the call center operation that included placing orders, problem-solving, answering calls and emails.• In charge of the creation of the first Brand Standards program in the company, led the research & SWOT analysis process and a weekly senior management committee meeting, re-evaluated and designed the company’s cultural pillars, and created a cohesive company short- & long-term strategy.• Created new and revised existing work processes to increasing productivity, and improving inter-departmental communication and response time to clients.• Created & implemented new satisfaction surveys in the company, selected the software, and built the surveys process & questioners, in order to track and increase customer satisfaction.• Improved the customer service quality through better training, processes, and software, leading to a reduction in refunds, and customer complaints.• Uncovered business opportunities via data analyses of customer loyalty, speed of service, employee engagement, and problem resolution.• Managed the website improvement project plan, from idea through research, gathering data & defining requirements, to choosing suppliers, and designing both changes to the existing site and the new & improved one.

Urbana-Champaign, Illinois Area

• Established new and improved CS and CX standards and procedures, personalizing the guest experience and increasing retention levels and positive feedback from both guests and employees • Managed all front desk and related back-end operations, including budgets, upselling, and revenue - optimizing work processes• Built and ran a new department training system for new employees and individual development plans for staff, which led to a better & smoother initiation, reduced the level of oversight needed, increased motivation, and led to an improvement in Front Desk employee retention levels• Initiated and led the hotel’s philanthropic and community awareness program, assisting both the local and national communities and the hotel’s PR profile

Shenzhen, Guangdong, China

• Led and managed the Club Lounge. The team I built and the processes I introduced made the Lounge score 100% in the annual brand standard audit and win the 2016 ‘Best Executive Lounge in Shenzhen’ award• Mapped the CX journey and built an improvement plan that enhanced all customer touchpoints, leading to higher retention rates an improvement in guest satisfaction• Introduced new work processes, procedures, and culture to empower employees to work independently and take the initiative to create an inviting environment and a personal connection with the guests• Managed staff recruitment and onboarding; trained the team with the manual I revised

Shenzhen, Guangdong, China

Selected for an internal management training program, in which I served as an Assistant Manager in different departments: Customer Relations, Customer Service, and Operations• Worked closely with executive managers in order to build an in-depth understanding of the operation of every department in the hotel and practical experience in managing each of them• Served as Acting Manager for the Guest Relations Manager for 6 months• Implemented a new global Guest Relations program, adapting it to the hotel's needs & abilities, in order to increase guests’ engagement and satisfaction• Trained and guided new employees in various Front of the House departments

Barcelona Area, Spain

Part of the hotel internship program, promoted within two months to shift manager, responsible for the front desk and serving as the first point of contact for guests in the hotel.• Improved quality of service at the front desk of the hotel, delivering high quality, prompt & personalized service to the guests from the first contact, through room assignments and problem-solving to the check-out process, creating a memorable experience for the guests, and receiving positive feedback in both guestbook & social media. • Created & nurtured lasting, meaningful relationships with guests, suppliers, employees, and hotel management, taking more responsibilities, assisting in all departments, and mentoring new interns.

Postgraduate Diploma, Hotel Management, Honors

Activities and Societies: - Taught Revenue Management in the Study Advisor Scheme 2011. - PGDM Class representative.Graduated with Honors.

Ba, Business Management

Specialization in Business Technologies and Marketing