Michelle Dolciato

• Over five years of hands-on experience in orchestrating and executing projects aimed at optimizing processes across various locations. Demonstrated expertise in utilizing project management, teamwork, and technological integration proficiencies to elevate operational effectiveness.
• Successfully upgraded sites to the YRC operating platform for greater operational cohesion and unified experience.
• Prioritized and coordinated web and e-business initiatives, and orchestrated updates and issue resolutions.
• Delivered exceptional customer experience and satisfaction through informative, functional, and user-friendly web properties.

• Successfully implemented and administered the Zendesk support ticketing system for over 200 employees.
• Provided onsite training to all levels of the corporation on how to use the system.
• Authored online product documentation for end users and support team.
• Created user accounts and assigned permissions.
• Resolved customer inquiries and complaints to establish trust and increase satisfaction.

• Built relationships with clients by coordinating orders and order processing.
• Compiled detailed component information and assembly, packaging, and inspection instructions based on client requirements.
• Coordinated production schedules to ensure on-time delivery of client orders.
• Monitored and coordinated production orders, inspected and approved new production orders, scheduled and coordinated outbound shipments as required, and analyzed sales orders and inventory levels to determine when orders needed to be placed.

Improved corporate communications and documentation procedures by:

• Conducting a needs assessment to identify areas for improvement.
• Developing and implementing new procedures.
• Training staff on the new procedures.

Enhanced customer service experience by:

• Collaborating with staff members to identify customer pain points.
• Developing and implementing solutions to address the pain points.
• Measuring and tracking customer satisfaction.

Developed highly empathetic client relationships by:

• Listening to and understanding client needs.
• Responding to client inquiries promptly and respectfully.
• Going the extra mile to resolve client issues.

• Provided high-quality service and shipping expertise to over 200 authorized sales and service centers located in 54 countries on six continents.
• Oversaw capital projects orders for over 30 multi-million-dollar customers.
• Managed restricted commodity orders, government-licensed shipments, and hazardous materials (hazmat) shipments while complying with IATA regulations and maintaining IATA certification.
• Processed complex paperwork and government licenses requiring precise and accurate completion.
• Maintained a knowledgebase of shipping expertise, including export regulations (EAR), export commodity classification (ECCN), and harmonized tariff schedule classification (HTS).
• Worked with internal IT as the primary tester of new applications.
• Troubleshot system errors with distributors and supported the proprietary internal order entry system.
• Provided training and assistance with order entry issues.