Michael Lee
Nashville,TN
Summary
Dedicated Senior associate with extensive experience collaborating cross-functionally. An individual who promptly identifies needs while recommending processes and procedures to deliver best-in-class support all while remaining compliant with government laws . Strong communicator focused on delivering outstanding customer care.
Overview
7
7
years of professional experience
Work History
Senior User Support Associate
TikTok
08.2023 - Current
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with cross-functional teams to identify skill gaps and develop targeted training initiatives.
- Mitigated potential compliance risks by ensuring all employees received mandatory industry-specific training.
- Enhanced business efficiency by identifying trends and patterns in complex datasets.
- Reduced errors in SOP documentation by conducting thorough reviews and editing.
- Streamlined SOP creation processes by implementing efficient templates and guidelines.
- Self-motivated, with a strong sense of personal responsibility.
- Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.
User Support Associate
TikTok
04.2022 - 08.2023
- Created, prepared, and delivered reports to various departments.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Collaborated with upper management to drive strategy and implement new processes.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
Shift Leader
O'Charley's, Restaurants
01.2017 - 04.2022
- Collaborated with kitchen team to support order preparations, manage efficient deliveries, and minimize customer service issues
- Completed cash and credit card transactions accurately using POS software.
- Conferred with cook to produce accurate orders, verifying accuracy prior to delivery
- Worked closely with management to ensure quality of service across the entire restaurant
- Trained new employees and delegated daily tasks and responsibilities.
- Improved team productivity by implementing efficient scheduling and task delegation methods.
Education
Associate of Science - Psychology
Nashville State Community College
Nashville2020
Skills
- Experience with multiple CRM software
- Critical Thinking
- Project Planning
- Compliance Requirements
- Resource Allocation
- Customer Success Management
- Project Management
- Trend tracking
- Coaching and Mentoring
Timeline
Senior User Support Associate
TikTok
08.2023 - Current
User Support Associate
TikTok
04.2022 - 08.2023
Shift Leader
O'Charley's, Restaurants
01.2017 - 04.2022
Associate of Science - Psychology
Nashville State Community College