Michele Marlow
Wellston,OK
Summary
Virtual Strategist, Administrative Manager, Educator, Developer of Educational Materials, Website Development, Online School Development, Social Media Marketing, Inventory, Clinical Herbalist, Qualified Advanced Technical Support Specialist with 7 years of helpdesk and customer service experience. Provides comprehensive technical support via multiple forms of administration. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
7
7
years of professional experience
Work History
Technical Support Specialist
School of Evolutionary Herbalism
05.2019 - Current
- Monitored system performance metrics regularly identifying potential areas of concern proactively addressing them before impacting users negatively.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Offered assistance in implementing and developing training programs.
- Assisted with updating technical support best practices for use by team.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Conducted regular system maintenance tasks, ensuring optimal performance and minimizing downtime for end users.
- Tested new software and hardware prior to deployment.
- Researched and identified solutions to technical problems.
- Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
Webinar Coordinator /General Virtual Assistant
American Herbalists Guild
09.2017 - Current
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
- Oversaw scheduling tasks efficiently, ensuring optimal staff coverage during peak times without sacrificing quality of service delivery or exceeding budget constraints.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Gathered and organized materials to support operations.
- Monitored performance metrics consistently and implemented corrective actions when needed, contributing to continuous improvement initiatives.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
Technical Support Specialist / Social Media Manager
Herbs with Rosalee
04.2019 - 03.2024
- Generated reports to track performance and analyze trends.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
- Monitored system performance metrics regularly identifying potential areas of concern proactively addressing them before impacting users negatively.
- Patched software and installed new versions to eliminate security problems and protect data.
- Helped streamline repair processes and update procedures for support action consistency.
- Developed and implemented preventive maintenance procedures.
- Monitored systems in operation and quickly troubleshot errors.
- Installed, configured and maintained computer systems and network connections.
- Researched product and issue resolution tactics to address customer concerns.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Participated in ongoing professional development activities to stay current with industry best practices and emerging technologies, ensuring the delivery of cutting-edge support services.
Administrative Manager for Online Content
BOTANOLOGOS, INC.
10.2018 - 12.2023
- Verified customer information for orderly, up-to-date online systems.
- Managed complex calendars, coordinating meetings and appointments to maximize executive availability and effectiveness.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Organized and updated databases, records and other information resources.
- Created reports, presentations and other materials for executive staff.
- Enhanced team productivity by providing ongoing professional development opportunities and regular performance feedback.
Clinical Director/Administrative Manager/Instructor
THE HUMAN PATH LLC
11.2016 - 05.2021
- Streamlined clinical operations for improved efficiency and reduced costs.
- Implemented new policies and educated staff on changes.
- Promoted a culture of continuous improvement by encouraging team members to propose innovative solutions for increased efficiency and effectiveness.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Negotiated and executed contracts on behalf of department.
- Streamlined communication processes within the organization, enhancing overall efficiency across departments by eliminating unnecessary delays or miscommunications among team members.
- Verified customer information for orderly, up-to-date online systems.
- Improved office efficiency by implementing streamlined administrative processes and procedures.
- Managed complex calendars, coordinating meetings and appointments to maximize executive availability and effectiveness.
- Assisted in the development of strategic plans to achieve company objectives while maintaining a focus on excellent customer service delivery.
Administrative Manager
KINGS ROAD APOTHECARY LLC
07.2018 - 12.2019
- Developed and implemented improved filing systems for enhanced order and accuracy.
- Managed complex calendars, coordinating meetings and appointments to maximize executive availability and effectiveness.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Verified customer information for orderly, up-to-date online systems.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Provided exceptional administrative support for executive-level staff, ensuring that their needs were met promptly and accurately in order to facilitate smooth daily operations.
Education
Bachelor of Arts - Public Health
Ashford University
01.2017
Bachelor of Arts - Alternative And Complementary Medicine And Medical Systems
Ashford University
01.2016
Clincial Herbalism Certificate, Clinical Herbalism - Clinical Herbalism
Sacred Plant Traditions
01.2015
Skills
- Social Media
- Microsoft Office
- Data Recovery
- Software Evaluation
- Issue and Resolution Tracking
- System optimization
- Network diagnostics
- Hardware and Software Configuration
- Adobe Creative Cloud
- Microsoft Windows and Office
- Wordpress
- Kajabi
- Teachable
- Thinkific
- Elementor
- AccessAlly
Timeline
Technical Support Specialist
School of Evolutionary Herbalism
05.2019 - Current
Technical Support Specialist / Social Media Manager
Herbs with Rosalee
04.2019 - 03.2024
Administrative Manager for Online Content
BOTANOLOGOS, INC.
10.2018 - 12.2023
Administrative Manager
KINGS ROAD APOTHECARY LLC
07.2018 - 12.2019
Webinar Coordinator /General Virtual Assistant
American Herbalists Guild
09.2017 - Current
Clinical Director/Administrative Manager/Instructor
THE HUMAN PATH LLC
11.2016 - 05.2021
Bachelor of Arts - Public Health
Ashford University
Bachelor of Arts - Alternative And Complementary Medicine And Medical Systems
Ashford University
Clincial Herbalism Certificate, Clinical Herbalism - Clinical Herbalism
Sacred Plant Traditions
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