Michelle So Email & Phone Number

Oak Brook, Il, Us

Miami, Fl, Us

Manage client relationships ($30M+ annual revenue) in the Last Mile vertical of Ryder’s Supply Chain Solutions division. Develop solutions to meet customer needs and drive the development, management and retention of clients.• Conducted quarterly business reviews, analyzing transit, claims, volume and identify growth and continuous improvement opportunities.• Resolved customer disputes by proposing solutions that brings harmony with clients while ensuring the best fit for company.• Retained business through contract renewals and increased revenue by selling additional markets.• Delivered year-over-year growth by instituting a relationship marketing strategy emphasizing value-added services.• Partnered with Solutions and Operations to respond to RFPs, gaining additional business in new markets.• Acted as liaison between client and all departments during onboarding new business resulting in a smoother start-up with new business.• Communicated with operational teams, driving improvement in customer experience by reducing transit and delivery days to customers.• Served on Dispatch Track design and implementation team as Super User, created training guides for internal users and clients, ensuring smooth implementation.

Hillside, Il, Us

Report to President and CEO regarding responsibilities for Customer Care and Order Management Departments. Direct operations of 70-seat inbound and outbound call center serving a nationwide customer base of over 600 customers, handling 340,000 interactions annually. • Constructed new culture by instituting training programs, people management practices, and by focusing on quality to serve customers better.• Collaborated with IT to design and execute phone system (Interactive Intelligence) to measure customer care representative's productivity and Key Performance Indicators.• Improved retention by devising a business model to redefine job descriptions and introduce skill-based routing to provide career paths for associates.• Established, built, and maintained a quality program, producing training materials and procedure documentation by integrating new technologies and business practices.• Produced training manual to confront ISO certification guidelines for Customer Care and Order Management departments resulting in 100% compliance with audit team.• Generated in 17% savings by negotiating and controlling third party vendor to handle after hour call volume.

Zurich, Zurich, Ch

Directed operations of 60-seat inbound call center serving a nationwide customer base of over 1M policy owners, handling 360K calls annually. Constructed and accomplished business solutions focused on higher customer satisfaction, improved employee efficiency, and advanced employee development.• Introduced skill-based routing, increasing service level by nearly 60%. Decreased average speed to answer almost 80% and lowered abandonment rate by 86%.• Reduced headcount by 10%, directing, formulating, and implementing workforce management system (Genesys).• Led team to design and implement a quality program utilizing Witness within call centers, improving customer satisfaction.

Chicago, Illinois, Us

Reported to Director of Installation Services regarding responsibilities for managing all voice and data installations for the CNA Plaza and off-site locations.* Maintained 99% success rate for timely completion of scheduled activities with high customer satisfaction. * Led upgrade project for operating system platform for 20,000 workstations and servers.* Coordinated all activities to merge three field offices into one site, including building the infrastructure, centralizing all data, moving equipment and on-site support.

Chicago, Illinois, Us

Reported to Director of Customer Support Center regarding responsibilities for Network and Technical Services call centers. Directed operations of 50-seat inbound call center serving over 20,000 internal employees handling 176,400 calls annually.