Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
MICHELLE HEMBY (CSPO)

MICHELLE HEMBY (CSPO)

Certified Scrum Product Owner
Atlanta,GA30

Summary

Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and providing support on telecommunication, internet and cable solutions. Proven skill in resolving problems quickly on first call. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Customer Success Mgr

Comcast
02.2017 - 12.2022
  • Provided primary customer support to internal and external customers
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Responded to customer requests for products, services and company information
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Managed over 50 customer calls per day.
  • Proven ability to develop and implement creative solutions to complex problems
  • Developed strong organizational and communication skills through coursework and volunteer activities
  • Exercised leadership capabilities by successfully motivating and inspiring others
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks

Patient Care Technician

Favorite Staffing
07.2012 - 02.2016
  • Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives
  • Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery
  • Assembled admissions pages and added new pages to patients' charts
  • Answered patient assistance calls, assessed needs and offered qualified support
  • Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms
  • Used wheelchairs, stretchers and movable beds to move patients between hospital locations
  • Cleaned, sanitized and moved hospital equipment.
  • Maintained clean and safe environment to promote patient safety and comfort
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy
  • Helped patients complete range of motion exercises to prevent loss of function during care

Product Manager

Sy& Shele Inc.
Atlanta, GA.
04.2008 - 06.2011
  • Managed product demonstrations and testimonials for performance evaluation.
  • Boosted customer base penetration using creative promotional approaches.
  • Spearheaded collaborative efforts to bring products to market.
  • Prioritized roadmap in order to achieve product goals and metrics.
  • Compiled product and customer data to generate informed profit projections.
  • Analyzed metrics to measure product performance.
  • Communicated effectively with team members to deliver updates on project milestones and deadlines.
  • Established criteria for each milestone within product road map as means to measure developmental progress.

Education

Certified Scrum Product Owner - Scrum Master

Scrum Alliance
Atlanta, GA
2023.02 - 2023.02

Associate of Science - Nursing

Fortis College
Atlanta, GA
06.2011

Skills

  • Inbound and Outbound Calling
  • Sales Expertise
  • Technical Support
  • Technical Issues Analysis
  • Software Diagnosis
  • Hardware Upgrades
  • Customer Complaint Resolution
  • Einstein360
  • Contact Management Systems
  • Interdepartmental Collaboration
  • Customer Service
  • Transfer Processes

Certification

  • Licensed Scrum Product Owner (CSPO)

Timeline

Certified Scrum Product Owner - Scrum Master

Scrum Alliance
2023.02 - 2023.02

Customer Success Mgr

Comcast
02.2017 - 12.2022

Patient Care Technician

Favorite Staffing
07.2012 - 02.2016

Product Manager

Sy& Shele Inc.
04.2008 - 06.2011

Associate of Science - Nursing

Fortis College

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MICHELLE HEMBY (CSPO)Certified Scrum Product Owner