Salesforce
Michelle Fuller
Customer Engagement Director
New York,NY
Summary
Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Analytical and highly adaptable professional with experience aimed at managing call center operations and new product line deployments.
Overview
20
20
years of professional experience
1
1
Certification
1
1
Language
Work History
Director Customer Engagement
NYC Office Of Technology & Innovation
08.2022 - Current
- Manage team who are executive liaisons to 100+ NYC agencies' CIOs by identifying cross-agency business opportunities for collaboration and strategic IT solutions.
- Vet IT Spend Requests with business units over $1M capital expense regarding enterprise network infrastructure; mobile and telephony configuration; application development, web operations, and cyber initiatives.
- Proactively identify potential risks and implement mitigation strategies to minimize negative impacts on projects or business operations.
Director Service Strategy
NYC Office Of Technology & Innovation
05.2019 - 08.2022
- Established and defined the agency's next-generation Service Portfolio management process to perform the efficient addition, modification, and decommissioning of services impacting NYC government agencies.
- Coordinated, tracked, and reported on project status to executive management, stakeholders, and relevant teams for project deliverable readiness for service operations.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Senior Product Manager
Verizon
04.2014 - 09.2018
- Established strategy for delivering digital content and technical support tools for Fios video and go90 portfolio.
- Accumulated product evidence in the form of benchmarks and testimonials.
- Boosted internal and external product awareness through websites, events, advertising, and public relations.
- Liaised with sales and marketing team to collect customer feedback, incorporating subsequent production runs and development lifecycles.
Customer Operations Manager
Redbox Instant, Verizon Joint Venture
04.2012 - 04.2014
- Operationalized Tier 2 call centers in the Philippines and the Dominican Republic with respective support staff responsible for technical inquiries and billing issues.
- Led projects and implementations of internal processes, methodologies, and tools to improve business performance.
Customer Experience Manager
Verizon
01.2004 - 01.2012
- Managed government franchise relationships for NY, IN, FL, TX, CA, WA, and OR responsible for financial, legal, and regulatory deliverables to municipalities.
- Managed staff for 21 Fios TV Retail store locations across 7 east-coast states.
- Managed revenue models, process flows, operations support, and customer engagement strategies
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
Education
Master of Business Administration - Business Administration And Management
Strayer University
Loudoun, VA08.2005
Bachelor of Arts - Political Science
University of North Texas
Denton, TX06.1990
Skills
- Team Building
- Product development
- Project lifecycle management
- Agile framework
- Collaboration
- Conflict Resolution
- Data management
- Staff training/development
- Planning and Coordination
- Call Center Management
- Vendor Management
Certification
- ITILv4 Foundations Certification
- FEMA Certifications
- Diversity, Equity and Inclusion in the Workplace Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
HybridRemoteImportant To Me
Healthcare benefits401k matchCompany CultureFlexible work hoursWork-life balanceSoftware
ServiceNow
GitHub
Accomplishments
- 2023 Best of New York City Award Recipient for Outstanding IT Client Service
Timeline
Director Customer Engagement
NYC Office Of Technology & Innovation
08.2022 - Current
Director Service Strategy
NYC Office Of Technology & Innovation
05.2019 - 08.2022
Senior Product Manager
Verizon
04.2014 - 09.2018
Customer Operations Manager
Redbox Instant, Verizon Joint Venture
04.2012 - 04.2014
Customer Experience Manager
Verizon
01.2004 - 01.2012
Master of Business Administration - Business Administration And Management
Strayer University
Bachelor of Arts - Political Science
University of North Texas
- ITILv4 Foundations Certification
- FEMA Certifications
- Diversity, Equity and Inclusion in the Workplace Certification
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