Michelle Aaron
Bothell
Summary
Dynamic customer support professional with over 2.5 years of experience at SpaceX, specializing in Starlink resolutions, process improvements, and peer mentoring. Expertise in triaging complex issues and conducting metric analysis, achieving an impressive 84.21% problem resolution rate and a 4.88 CSAT score through effective cross-functional collaboration. Successfully submitted over 50 JIRAs to enhance workflows and drive operational efficiency, while managing multi-language queues for over six months to reduce backlog across multiple categories. Prepared to step into the role of Lead Customer Support Associate at Bravo Shift, focusing on prioritizing shift objectives, providing one-on-one coaching, identifying trends, and championing customer advocacy.
Overview
2
2
years of professional experience
Work History
Customer Support Agent III
SpaceX
06.2023 - Current
- Triaged and resolved Starlink issues across digital, voice, and Typeform channels using hardware, software, and network expertise; achieved 39% FCR, 8.34 min/interaction, 79% utilization, and 10.91% reopen rate. Mentored peers on diagnostics (e.g., lockouts, billing errors) and conducted ticket reviews for 1:1s to ensure quality.
- Managed peak-volume priorities via rapid response queues and crisis shifts, resolving multi-language tickets and reducing backlog 50%+ in sprints.
- Identified gaps (e.g., playbook inconsistencies) and drove improvements via 50+ JIRAs/emails; updated Confluence resources and collaborated with engineering/operations for efficient solutions.
- Hand-selected for Account Recovery Squad to clear 200+ locked-out backlog; resolved most in 4 days using fraud detection and Typeform expertise, sharing best practices.
- Trained new hires (2024–2025) in classroom, shadowing, and in-ticket skills; focused on troubleshooting and communication, earning awards for peer assistance and playbook suggestions.
- Handled German Cancellations and Anonymous Typeform Support; documented in Confluence, tracked root causes, and escalated trends to leadership.
- Analyzed metrics with Metabase, Grafana, and Telemetron to spot trends (e.g., billing issues); provided feedback, facilitated shift handovers, and supported leadership duties.
- Redmond Safety Committee member (2023–present): Relayed updates, voiced concerns, and implemented enhancements like SafetyNet tickets.
- Actively listened to customer feedback regarding product features or service improvements, passing valuable insights onto relevant departments for consideration in future developments.
Education
Bachelor's in Business - Business Administration And Management
University of Phoenix
AZ11-2027
Skills
- Team leadership and mentoring
- Skilled in troubleshooting and account restoration
- Workflow management and reporting proficiency
- Customer-centric communication
- Cross-functional teamwork
- Detail-oriented approach
- Customer service excellence
- Time management
- Reliability
- Task prioritization
Accomplishments
· Most likely to assist someone on the team with questions with Team Chats
· Most likely to see suggesting an update for playbooks
Timeline
Customer Support Agent III
SpaceX
06.2023 - Current
Bachelor's in Business - Business Administration And Management
University of Phoenix