Michelle Mendoza Email & Phone Number

• Project Management & Cross-Functional Collaboration: Partnered on 100+ cross-functional projects aligned with overall business goals, including customer retention, expansion, and scalability. Led 10+ key business projects with tight deadlines, including customer NPS, SSO maintenance, integrations, and product releases, while regularly sharing project results and insights with key stakeholders.• Customer Success & NPS Optimization: Managed weekly customer NPS reporting, summarizing data for the Customer Success team and executives. Analyzed NPS trends and led efforts to identify actionable insights, resulting in increased survey completion within two weeks of launch. Implemented process improvements to optimize the NPS process, enhancing customer feedback collection and analysis.• Customer Advocacy & Product Releases: Played a pivotal role in bi-monthly customer product releases, driving customer advocacy and ensuring smooth product launches. Facilitated internal and external communications, collaborating with cross-functional teams to ensure alignment and seamless execution. Led enablement efforts to ensure readiness across teams, enhancing adoption and minimizing disruptions post-launch.• Account Management & Process Automation: Scaled account management processes for a portfolio of 500+ customers through system and process automation. Improved efficiency and streamlined workflows, enhancing the overall customer experience.• Training & Content Development: Developed comprehensive customer training and help center content, including certification pathways, how-to guides, videos, 1-pagers, events, and product release materials empowering customers to self-serve, driving product knowledge, and improving operational efficiencies.• Systems Administration: Served as system admin for Totango (CRM), Guru, Lessonly, Skilljar, Salesforce, and Zendesk, ensuring the seamless operation of key platforms that supported customer success and team productivity.

• Team Leadership & Development: Managed and Led a 24/7 Customer Support team of 40 people, including team leads, technical specialists, and customer support agents. Actively participated in the full employee lifecycle from hiring, onboarding, scheduling, performance reviews, and career progression. Promoted nearly 25% of the workforce within my 4 years of management, fostering a culture of growth and development while driving team performance and customer satisfaction.• Training & Onboarding Optimization: Led the redesign and implementation of a new hire training program, reducing the onboarding process for new hires from 4 weeks to 2 weeks, resulting in faster integration and improved operational efficiency.• Project Management & Business Strategy: Led and managed key projects and business initiatives, overseeing the planning, execution, and delivery of projects. Allocated resources, and developed detailed project plans that included timelines, task assignments, and deliverables, ensuring all team members were aligned on expectations and deadlines.• Knowledge Management: Implemented and managed knowledge management systems (Guru) and training platforms (Lessonly) to ensure seamless knowledge sharing and consistent execution across business initiatives, events, and projects. Monitored queues and assigned courses based on team needs and available time.• Forecasting & Resource Planning: Utilized a forecasting tool (Assembled) daily to monitor inbound and outbound contacts, ensuring sufficient coverage by identifying staffing needs and optimizing resource allocation for efficient operations and reliable service delivery.• Data Analysis & Reporting: Automated insights and reports to share with the customer support team, leaders, and cross-functional teams. Utilized this data to identify gaps/trends, provide strategic recommendations, and help establish and optimize Support processes and procedures.

• Team Leadership & Development: Led and managed 10-20 customer support representatives including tracking and analyzing monthly performance metrics, providing real-time candid feedback, conducting regular 1:1 meetings, supporting individual career development, and managing performance improvement initiatives.• Queue Management & Operational Efficiency: Monitored real-time customer support queues, ensuring optimal efficiency and adherence to service level agreements (SLAs).• Project Management & Business Strategy: Led several projects, ensuring initiatives aligned with key business objectives and contributed to team development priorities.• Team Culture & Accountability: Cultivate a strong, positive team culture by leveraging performance data and engagement initiatives to drive success, accountability, and alignment with organizational goals while encouraging confidence and adaptability.• Timecard & Payroll Approval: Oversaw and approved timecards for payroll processing, ensuring accurate tracking of hours worked and compliance with company policies.• Hiring & Onboarding Support: Assisted with the in-house hiring process, including recruiting, interviewing, and onboarding new team members, ensuring a smooth transition and successful integration into the team.