Michelle Toda Email & Phone Number

California, United States

Brea, Ca

• Manage the company’s Electronic Recycling and E-Waste programs for all 26 recycling states inclusive of state’s requirements and legislation, program cost, registrations and fees; 3rd party recyclers, contracts, agreements, payments, etc. • Effective in reducing manufacturer’s recycling obligations invoices with several states resulting in large savings.• Effectively collaborating with Legal Services to manage all Master Service Agreements (MSAs), Statements of Works (SOWs) with all… Show more • Manage the company’s Electronic Recycling and E-Waste programs for all 26 recycling states inclusive of state’s requirements and legislation, program cost, registrations and fees; 3rd party recyclers, contracts, agreements, payments, etc. • Effective in reducing manufacturer’s recycling obligations invoices with several states resulting in large savings.• Effectively collaborating with Legal Services to manage all Master Service Agreements (MSAs), Statements of Works (SOWs) with all recyclers and states. Strategic planning to lower obligation cost while increase efficiency.• Manage the company’s ISO 90001 and ISO 140001 Management system and annual Certification audits.• Manage team of 3: 2 administrative personnel and one Specialist.• Conduct internal audits and other Quality and Service Operations tasks and projects to support company’s service goals and objectives. Show less

Walnut, California

• Successfully identified and set up outsourced 3rd party customer service vendor and relocating existing service operations inclusive of sourcing, screening, selecting service vendors, and managing all required agreements and contracts• Successfully reduced department operations cost by at least 60% by streamlined processes and operations and tools• Successfully implemented efficiency by revising procedures; consolidated communications to increase service level and improve service… Show more • Successfully identified and set up outsourced 3rd party customer service vendor and relocating existing service operations inclusive of sourcing, screening, selecting service vendors, and managing all required agreements and contracts• Successfully reduced department operations cost by at least 60% by streamlined processes and operations and tools• Successfully implemented efficiency by revising procedures; consolidated communications to increase service level and improve service quality; eliminating waste and reducing headcounts• Manage the operations of all customer care objective and goals including supervising 3rd party service SLA, first tier customer agents, in-house second tier Tech Support team, VIP Service Team, and Inside Sales functions. • Monitor all service providers and vendors relationship for department; including contracts, invoices, SLA and KPIs• Collaborate and strategize with Sales and Product Management to salvage at-risk and strategic accounts• Design service recovery plans for recalls and rework of newly launched products due to epidemic failures & quality issues • Investigate non routine and escalated issues and design and direct customer satisfaction resolution.• Responsible for the development and administration of policies, processes and practices to ensure customer satisfaction• Perform routine managerial duties – interview, hire, coach, assign work and conduct performance reviews and discipline. Show less

San Dimas, Ca

• Principal liaison to promote total client satisfaction during implementation and service attrition to client’s personnel• Monitored operation processes to ensure alignment with client’s contract & Service Level Agreement (SLA)• Lead cross-functional project teams in service recovery for system & data transmission failures (all new clients with various HRM systems) inclusive of managing goals and recoveries, defaults and judgments, funding and wiring process, federal statues and states… Show more • Principal liaison to promote total client satisfaction during implementation and service attrition to client’s personnel• Monitored operation processes to ensure alignment with client’s contract & Service Level Agreement (SLA)• Lead cross-functional project teams in service recovery for system & data transmission failures (all new clients with various HRM systems) inclusive of managing goals and recoveries, defaults and judgments, funding and wiring process, federal statues and states guidelines, regulations, and mandates during client’s attrition process• Annual Client sites visits; analyzed & presented annual reports and enhancements to key stakeholders • Supported management of on-going business operations, process improvements, enhancement, & innovations• Trained new hires to be fully functional to service new accounts and key clients• Recognized by management as “Stellar” performer in Account management and Client retention. Show less

• Succeeded as primary service liaison to high revenue enterprise client accounts; administered products/install projects & warranty and post sales service; orchestrating resources to accomplish service project objectives authorized by management. • Supported Customer Service Manager and Director on all operations of the call center. .• Represented Company through written responses of service dissatisfactions (letters from Attorney General, Better Business Bureau, customer complaints… Show more • Succeeded as primary service liaison to high revenue enterprise client accounts; administered products/install projects & warranty and post sales service; orchestrating resources to accomplish service project objectives authorized by management. • Supported Customer Service Manager and Director on all operations of the call center. .• Represented Company through written responses of service dissatisfactions (letters from Attorney General, Better Business Bureau, customer complaints to office of the CEO, etc.) • Local travel to support sales teams with contract negotiations and service strategies for product failures & client retention. Show less

• Acted as account executive for web developing company & assumed role as client’s webmaster for real estate industry• Served as liaison to client by interfacing with programmers, web designers, and various organizations to achieve client’s objectives and goals inclusive of interpreting and presenting technical concepts and ideas to non-technical clients during web building process• Annual Service reviews to increase revenues by upselling products and services during… Show more • Acted as account executive for web developing company & assumed role as client’s webmaster for real estate industry• Served as liaison to client by interfacing with programmers, web designers, and various organizations to achieve client’s objectives and goals inclusive of interpreting and presenting technical concepts and ideas to non-technical clients during web building process• Annual Service reviews to increase revenues by upselling products and services during presentation• Trained new hires to be fully functional account executives. • Involved with the implementing of a call center as company grew Show less