Michelle (Huber) Majors Email & Phone Number

Muskogee, Ok, Us

Tulsa, Oklahoma Area

I have been a powerful facilitator of high impact training and customer care integration for over 15 years. Using skills learned from industry leaders, I have helped hundreds of people and Fortune 500 teams build championship cultures, increase productivity, and dramatically increase revenue for the organizations I've partnered with. In this role, I work with salon and beauty professionals to improve service to retail sales, create strong business teams, improve personal skills and act as an overall business adviser.

Oklahoma

Customer Service Manager of America's Largest Offshore Vehicle Lighting Manufacturer.Direct and coordinate 7 customer service team members to ensure delivery of excellent support on each interaction to achieve customer satisfaction and retention. Lead quality improvement initiatives and act as Lead ISO Auditor for the company’s quality program (ISO 9001:2015).• Plan, assign and direct daily operations of customer service department.• Create and manage reports to measure and track department productivity and workload to understand trends and redirect tasks or initiate cross-training as needed.• Implement and maintain the documentation of all work-related processes to improve understanding and functionality of the team.• Lead cross-training initiative to ensure that service levels are met or exceeded during times of absences or vacations.• Introduction of several process improvements and cost-savings initiatives to improve productivity, quality and overall costs.• Perform new account set-up and maintenance of all existing customer records.• Collaborate and aid the Sales Team to carry out promotional initiatives and support of customers to meet sales and growth plans.• Partner with all internal departments to streamline processes and communicate effectively to resolve challenges that arise.• Earned Company Stand Out Award September 2017 for working with a small team to successfully transition from ISO 9001:2008 to ISO 9001:2015 – clean audit.• Create and review department and company-wide reports and data to identify areas of improvement and implement measures to make necessary changes.• Provide constructive performance feedback, celebrate, encourage, and reward team.• Work with Vice President of Operations to achieve broader company goals.

Tulsa, Oklahoma Area

Recruited to direct team of 22 leaders supporting 140 front line service and support employees in high volume contact centers across the United States and a $5M operating budget. Led quality improvement initiatives. Served as liaison between United Stationers and ORS Nasco. Decreased turnover of department by 23% by creating a new training, up-selling and performance feedback programs, including an extensive QA program using Verint call recording software. Introduced scorecards and task measurements to increase productivity of department by 60%. Implemented ability to work remotely from any location in the world and grew “remote” team including members of leadership. Increased customer retention and sales generated by the department by over 30% when introducing a customer satisfaction survey and dedicated support group for top customers. Created customer satisfaction survey, drastically reducing potential problems and improving customer experience. Expanded production capacity 50% by automating time-consuming functions and evaluating and streamlining overall processes. Earned High Performance Team Award in recognition for contribution to Geographic Expansion project.

Scottsdale, Az

Managed all aspects of world-wide customer support for The Rich Dad series of books and educational products and launched the transition of all support to 3rd party company and ensured satisfaction using that program. Worked with best-selling authors and public speakers Robert Kiyosaki, Sharon Lechter and Blair Singer, sharpening financial acumen and learning invaluable facilitation and leadership skills. Participated and staffed nearly 20 Rich Dad events, including speaking on stage with Robert Kiyosaki on several occasions learning to speak and effectively communicate in public forums. Worked behind the scenes and “on camera” with Robert Kiyosaki on Rich Dad TV, exclusive community for Rich Dad Insiders resulting in exposure and learning of marketing and production. Facilitated CASHFLOW for Kids and CASHFLOW board games for schools and individuals fine-tuning my facilitation and training skills while imparting financial education for hundreds of individuals.  Worked on the team to develop financial education curriculum and certification program that became an accredited college course.

Aa, Business Management (In Progress), Business And Leadership Development

The Landmark Forum Programs