Michelle So work email
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I am a motivated, versatile leader highly skilled at relationship building with clients across organizations and teams. Proficient at working with operational teams to drive improvement in customer service. I have been recognized for my ability to work across business units and functions to achieve revenue targets. I am known for my exceptional writing, presenting, and interpersonal communication skills as well as assessing needs, generating options, and executing solutions. I enjoy leading projects from the requirements gathering/needs identification phase through to completion. My client base ranges from $500K - $20M and I am very comfortable speaking to C-levels. I received the Quota Buster Award for achieving 116% of market growth with existing clients in 2018. I am the customer advocate while keeping the company's best interest at heart. I have been chosen to work on company-wide projects due to my industry knowledge as well as technical skills and leadership qualities resulting in a successful rollout.A list of my core competencies are:Relationship Building / Account MaintenanceContract NegotiationsCustomer Service / Account PlanningCommunication / CollaborationProblem Solving / Strategic ThinkingAnalytics / Tracking & Reporting MetricsProcess ImprovementProject ManagementI am well versed in the following applications:MS Word | MS Excel | MS PowerPoint | Outlook | Visio | Salesforce.com | Power BI | SharePoint | EDI | TMSI am available to discuss new opportunities. Please contact me directly at michelleso32@yahoo.com.
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Director Of Customer SuccessHub Group Jan 2023 - PresentOak Brook, Il, Us
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Senior Manager, Client SolutionsNsd / Hub Group 2021 - Feb 2023
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Strategic Account ManagerMxd Group 2014 - 2020Miami, Fl, UsManage 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. -
Managing Director Of Customer CareHomedirect, Inc. 2004 - 2014Hillside, Il, UsReport 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. -
Service DirectorZurich Life 2001 - 2004Zurich, Zurich, ChDirected 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. -
Installation Services ManagerCna Insurance 1999 - 2001Chicago, Illinois, UsReported 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. -
Help Desk ManagerCna Insurance 1996 - 1999Chicago, Illinois, UsReported 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.
Michelle So Skills
Michelle So Education Details
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Western Kentucky UniversityHuman Resource Management
Frequently Asked Questions about Michelle So
What company does Michelle So work for?
Michelle So works for Hub Group
What is Michelle So's role at the current company?
Michelle So's current role is Director of Customer Success at Hub Group.
What is Michelle So's email address?
Michelle So's email address is mi****@****hoo.com
What is Michelle So's direct phone number?
Michelle So's direct phone number is +186671*****
What schools did Michelle So attend?
Michelle So attended Western Kentucky University.
What skills is Michelle So known for?
Michelle So has skills like Customer Satisfaction, Process Improvement, Call Centers, Operations Management, Management, Customer Service, Team Leadership, Leadership, Vendor Management, Customer Experience, Customer Retention, Training.
Who are Michelle So's colleagues?
Michelle So's colleagues are Elaine Vasquez, Tracy Thibeault, Michael Daly, Jose Vega, Jody Coburn, Tom Stella, Matt Younger.
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