Michael Leyden
Denver
Summary
Customer Service Professional with solid experience in managing client accounts and resolving inquiries. Known for strong problem-solving skills, effective communication, and client-focused approach. Skilled in team collaboration and adaptable to changing needs, consistently achieving positive outcomes. Reliable, results-driven, and adept at building lasting customer relationships.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Account Specialist II
Viega LLC
03.2024 - 12.2024
- Answered general inquiries via phone or email regarding pricing, products, scheduling, etc
- Answered inbound Customer Service calls during business hours from sales team, wholesale customers, contractors, engineers, property owners, end users
- Provided order follow up communications with customer, sales and support regarding questions or discrepancies, including but not limited to invalid purchase order numbers, back orders, shipping methods, part numbers, pricing issues, estimated delivery dates, etc
- Facilitated ongoing communication/collaboration between all departments to achieve order quality and improvement
- Proactively identified and helped implement enhancements to order management processes and tools to support a positive customer experience, streamline order processing, and provided scalable solutions
Senior Partner Specialist
Solv Health
03.2021 - 03.2024
- Provided technical support to partnered clinics and other healthcare settings by chat, phone, and email
- Partnered with stakeholders across engineering and product teams to influence the product and by representing the voice of their customers
- Built, implemented and maintained critical documentation and process to scale an exceptional partner experience across a growing customer base
- Worked in a high-growth environment, with a natural knack for organization, prioritization, and triaging tasks with ease
Quality Assurance Senior Associate
Checkr
01.2020 - 09.2020
- Processed high volume workflows involving background checks to ensure maximum possible accuracy of reports
- Researched record quality issues stemming from system flags and human error to ensure report compliance
- Collaborated with other departments to investigate records and potential risk factors to fix problems at the root cause
- Worked with cross functional teams within the company to analyze and drive ad hoc projects and initiatives to completion
Senior Marketplace Trust and Safety Agent
Thumbtack
11.2014 - 09.2019
- Met with company leadership to gather information on vision, objectives and goals
- Worked with leadership to resolve specific escalations and high priority cases
- Helped drive GSDs and other department/specialization projects
- Assisted in the definition of project scope and objectives, involving all relevant stakeholders and ensuring feasibility
- Developed detailed project plans to monitor and track progress
- Instrumental in providing best-in-class customer support through multiple channels
- Contributed to projects that continued to help the company innovate and drive the customer experience and provided ongoing communication to key stakeholders, including personalized and detailed timeline of activities
- Motivated team members by engaging in team meetings, team building activities and maintaining company culture
- Served as point of contact regarding licensing issues with service providers
- Overseen all background checks for new service providers and followed up with service professionals on failed background checks
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Informed clients of policies and procedures.
Pre-Analytical Technician
National Jewish Health
04.2013 - 06.2014
- Facilitated sample management across multi discipline and multisite clinical laboratory
- Maintained and distributed sensitive patient health information based on strict confidentiality guidelines
- Authored departmental standard operating procedures
- Communicated technical knowledge of a large test menu to a diverse audience
- Trained incoming staff on clinical and reference laboratory operations in high volume clinical laboratories
- Managed clinical trial research projects including organizational planning
- Demonstrated adaptability by successfully completing diverse tasks that required a broad range of technical knowledge and skills, contributing to the overall success of the team and organization as a whole.
- Improved overall lab organization by implementing inventory management systems and maintaining accurate records of materials used.
Research Laboratory Technician III
National Jewish Health
06.2007 - 04.2013
- Managed animal census, bookkeeping, and medical record keeping
- Developed a laboratory quality assurance plan resulting in improved safety conditions
- Trained investigators, PhD students and new employees on following proper protocol and technical procedures
- Reduced waste and conserved resources through careful monitoring of inventory levels and timely ordering of supplies.
- Enhanced laboratory efficiency by streamlining sample processing and data collection procedures.
- Presented research findings at conferences, enhancing the visibility of the lab''s work within the scientific community.
- Optimized workflows by implementing innovative solutions for common laboratory challenges, such as sample handling or reagent preparation.
- Assisted scientists by collecting and organizing laboratory data.
Education
Bachelor of Science - Cell and Molecular Biology
University of Colorado
Boulder, COSkills
- Proficient in Twilio
- Experienced with Slack Communication
- Stripe Payment Processing
- Experienced with Microsoft Office Applications
- Salesforce CRM Expertise
- Experienced in Google Workspace
- Skilled Conflict Resolution
- Complex Data Interpreter
- Meticulous Attention To Detail
- Strategic Thinking
- Effective Time Management
- Demonstrate Sound Judgment
- Quickly Adjusts to Change
- Strong Leader
- Proficient in Risk Assessment
Accomplishments
Helped launch a company wide "Money Back Guarantee" program that created trust for our customers and helped make the companies brand strong.
Certification
- Project Management Professional (PMP) with Skill Success
- Associate in Project Management
- Mediation
Notable Accomplishments
Key part of the team that developed and successfully launched Thumbtack's Money-Back Guarantee.
Timeline
Customer Account Specialist II
Viega LLC
03.2024 - 12.2024
Senior Partner Specialist
Solv Health
03.2021 - 03.2024
Quality Assurance Senior Associate
Checkr
01.2020 - 09.2020
Senior Marketplace Trust and Safety Agent
Thumbtack
11.2014 - 09.2019
Pre-Analytical Technician
National Jewish Health
04.2013 - 06.2014
Research Laboratory Technician III
National Jewish Health
06.2007 - 04.2013
Bachelor of Science - Cell and Molecular Biology
University of Colorado
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