Michelle Arteaga
Austin,TX
Summary
Talented and relationship-driven Customer Experience Manager with solid leverage data-driven approaches to maximize business profits. Excellent communication, planning and problem-solving abilities.
Overview
15
15
years of professional experience
Work History
Client Success Manager
Terminal B
01.2022 - Current
- Reached out to accounts regularly to check on needs, understanding business operations and offer services.
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Tailored customer relationships by determining expected needs and finding correct solutions.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
Dispatcher
Terminal B
10.2015 - 01.2022
- Managed conflict resolutions with customers and technicians to encourage professional relationships and promote respect.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Closely monitored dispatch board to triage and prioritize over 25 daily calls.
- Analyzed customer feedback.
- Answered phone calls and responded to customer emails.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
Kindergarten Teacher's Assistant
Bluebonnet School Of Cedar Park
05.2009 - 11.2011
- Helped teacher prepare instructional material and displays.
- Cleaned, organized and restocked classrooms for upcoming classes.
- Enforced rules and instructions to maintain discipline.
- Assisted students in developing deeper understanding of course concepts by providing one-on-one support.
- Demonstrated specific skills and activities for students to improve understanding and take excess workload off teachers.
- Assisted with school field trips and special events by collecting permission slips and payments.
- Took part in professional development workshops to boost skills.
- Stepped into non-classroom environments such as libraries to help staff manage demand.
Customer Service Representative
Sears Holdings Company
09.2008 - 05.2009
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Addressed customer account discrepancies and concerns.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
No Degree - Early Childhood Education
Austin Community College
Austin, TXSkills
- User Feedback
- Client Renewals and Prospecting
- Key Performance Indicators
- Telephone Etiquette
- Customer Service and Support
- Status Updates
- Client Relationship Management
- Company Branding
- Client Engagement
- Conflict Resolution
- Customer Satisfaction
- Performance Metrics
- Account Management
- Multitasking
- Client Onboarding
- Customer Service
- Customer Relations
- Onboarding and Orientation
- Scheduling and Coordinating
Timeline
Client Success Manager
Terminal B
01.2022 - Current
Dispatcher
Terminal B
10.2015 - 01.2022
Kindergarten Teacher's Assistant
Bluebonnet School Of Cedar Park
05.2009 - 11.2011
Customer Service Representative
Sears Holdings Company
09.2008 - 05.2009
No Degree - Early Childhood Education
Austin Community College
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