Michelle Werner Email & Phone Number

Champaign, Illinois, Us

Champaign, Illinois, Us

Responsible for executing customer support strategy aligning with company's goalsPromotes culture of continuous learning and developmentOversees and optimizes day to day operationsMonitors customer support metrics across several teams

Champaign, Illinois, Us

Ensure organizational effectiveness by providing leadership within the construction business unit. I work closely with all internal teams to ensure design and build quality meet the expectations of Pavlov Media customers.

Champaign, Illinois, Us

Communicates to make decisions for operational activities Sets strategic operational goals and KPIs. Reviews CSAT and NPS scores and analyzes opportunities for growth and changePlans, implements and manages day to day operations needs for Account Management, Customer Service, and Field Service teamsSupervise staff from different departmentsProvide constructive feedback and coaches employees to unlock their potentialEvaluate and monitor the efficiency of business procedures Organize customer support to enhance customer satisfactionDevelop policies and procedures and encourage adherenceManage relationships with external partners and vendors

Champaign, Illinois, Us

-Responsible for customer and field service operations. -Maintain and improve operational systems, processes, and policies to support company mission-Develops and implements procedures to ensure that work orders are done in a professional and timely manner

Champaign, Illinois, Us

Strategically implements communication-focused business goalsDevelops and reports on customer analysisProactively captures customer feedbackIdentifies, screens, and hires talent for deployment and break/fix related projectsManages team of Account Coordinators and Field Support SpecialistsGathers and creates service call metrics for executive level employees using Microsoft Excel, PowerBI, and Microsoft SQL Management StudioLiaison between field operations, finance, and network operations to assist in precise deployment and break fix service calls Coordinatse site visits with clientsLeverages CRM to record updates for service calls and inform clients as needed

Hanover, Md, Us

Maintained team’s communication strategy and tactical plansAnalyzed monthly metrics report via multiple sources including: HP Service Manager, Microsoft SharePoint, and Microsoft Excel leading to better understanding of deployment resultsCreated job aids and training manuals using various communication vehicles to enhance employee knowledgeStrategically aligned with business and systems partners to write detailed deployment summariesDeveloped diagrams and flow charts that accurately define business procedures allowing customers to better understand process requirementsCreated Microsoft SharePoint websites to market team’s offerings to customers Used advanced knowledge of Microsoft Excel, Microsoft PowerPoint, Microsoft Word, and Microsoft OneNote, and Business Social to target specific audience groups and stakeholders

Bloomington, Il, Us

Reviewed daily confidential hire activity and termination reports to control facility accessManaged record retention and destruction of company records to comply with SAS70 regulations and corporate policiesCoordinated with vendors and IT, negotiated quote pricing, and procured IT software and hardwareProvided wireless device and air card support for domestic and global employees including executive teamCreated Microsoft Power Point presentations and instruction manuals on Continental Key system, Purchasing, and Verizon Wireless Access ManagerOrganized conference calls with vendors and internal teams utilizing Microsoft Lync

Bloomington, Il, Us

Created and modified secured user access changes, suspensions, resets, expirations, and deletions for Afni enterprise accounts per access control & SAS70 corporate policies; completed within defined service level agreements for Afni IDs which lead to team quality improvementReviewed requests for client IDs for accuracy; submitted to client for authorized user IDs within defined service level agreement guidelines; tracked progress of requests and followed up with client when necessary; sent all data to operations

Bloomington, Il, Us

Led outbound call campaigns to close past-due accountsPersuaded consumers to pay in full/settle accountsParticipated in campaigns to collect on large portfolios ($1k+ accounts) leading to 95% close rate