Michelle Dinitto Email & Phone Number

• Improving customer service experience, creating engaged customers and facilitate organic growth• Creating and implementing effective customer service procedures, policies and standards• Establishing a comprehensive help desk system to enhance support for both the company and customers, streamlining issue resolution and improving overall satisfaction.• Ensuring team members are achieving desired service levels, providing regular performance feedback• Collaborating with cross-functional teams to identify breakdowns in the process and ensure a seamless omni-channel experience• Developing service procedures, automation, policies, and standards process flow to improve the customer experience• Analyzing customer inquiries to enhance the FAQ library, trends in consumer issues and making suggestions for policy updates and website enhancementsKeeping ahead of the company’s developments and apply best practices to areas of improvement• Mentoring and developing customer service agents and nurture an environment where they can excel through encouragement, learning, and empowerment• Assessing service level statistics and preparing detailed reports on findings• Managing the training, scheduling, and providing feedback to improve call and email handling• Driving initiatives to improve day-to-day efficiency and processes

• Sourced new sales opportunities through social media, inbound calls, lead follow-up and outbound cold calls, emails, and text messages• Primarily focused on residential, SOHO (Small Office/Home Office) and small business • Increased MRR within existing customer base (Residential, SOHO and Small Business• Proposed full suite of products and services utilizing a “needs analysis” approach• Initiated and closed sales via GoHighLevel CRM• Analyzed tower coverage per leads to determine that the customer is within the service coverage area• Established self as a trusted advisor, providing guidance on strategic initiatives in the position to instinctively know how to provide relevant insights• Presented, promoted, and sold products/services using solid arguments to existing and prospective customers.

• Achieved global customer service objectives through effective recruitment, selection, onboarding, training, scheduling, coaching, and performance management of employees; communicated job expectations and enforced policies and procedures.• Enhanced customer service experience, fostering customer engagement and driving organic growth.Took ownership of customer issues, ensuring thorough resolution through collaboration with team members.• Established a clear mission and implemented strategies aligned with organizational goals.• Developed and refined service procedures, policies, and standards to elevate service quality.• Contributed to customer service objectives by providing insights and recommendations for strategic planning; prepared action plans, implemented productivity and quality standards, and conducted audits to identify trends and system improvements.• Supported organizational goals by delivering results aligned with information systems initiatives.• Monitored transaction fees across various processors to ensure accurate financial reporting.• Maintained comprehensive sales reports on a daily, weekly, and monthly basis to track performance.• Managed financial reserves, ensuring accurate tracking of funds held and released by banks.• Conducted investigations into chargebacks and fraudulent transactions, implementing measures to mitigate risk.

Davao City

• Maximized productivity and utilization of each team member, ensuring optimal performance.• Identified strengths and areas for improvement, implementing tailored development plans.• Managed team performance, particularly for outliers, through targeted coaching, counseling, and supervision. Facilitated problem-solving and collaboration among team members to enhance productivity.• Conducted team huddles and weekly meetings to facilitate planning and information sharing.• Monitored and analyzed individual and team performance against Key Performance Indicators (KPIs) to drive accountability.• Developed strategic game plans and initiatives to achieve performance targets.• Organized team-building activities to foster collaboration and enhance team cohesion.• Supported subordinates in their career growth and knowledge advancement through mentoring.• Cultivated an environment of trust, open communication, and creativity to encourage teamwork.• Coached and developed team members, addressing and resolving dysfunctional behaviors effectively.

• Assisted consultants in managing calls that exceeded performance thresholds, ensuring prompt and effective resolution.• Handled supervisor calls, providing support and guidance on complex issues.• Served as the point of contact for newly deployed agents, facilitating their calibration and training before transitioning to production teams.

• Provided technical support to Linksys by Cisco customers in North America, assisting with the setup of modems, routers, switches, NICs, hubs, range extenders, access points, and other home office devices on both Windows and Mac OS.• Troubleshot and resolved product-related issues, diagnosing problems, processing device replacements, and delivering exceptional customer service.