Michelle Holt
Lutz,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Senior Customer Operations Manager
Syniverse
06.2014 - 07.2023
- Developed systems and procedures to improve operational quality and team efficiency.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Provided leadership for continual management and employee training initiatives.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Promoted use of multichannel communication strategies, automated chat and social messaging.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reported issues to higher management with great detail.
- Reduced operational risks while organizing data to forecast performance trends.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Assisted in recruiting, hiring and training of team members.
Senior Systems Engineer - Business Intelligence
Syniverse
09.2013 - 06.2014
- Mentor and assist team members across multiple groups.
- Create and analyze metrics and reporting for Global Customer Operations to be reviewed with Senior level management and customers.
- Support director in business analysis and productivity reporting.
- Automated data collection activities to increase productivity.
Senior Instructional Designer
Syniverse
09.2007 - 09.2013
- Provided job analysis in line with instructional design principles for successful mentoring.
- Selected and modified existing instructional materials and developed new instructional materials.
- Piloted and converted brick and mortar classrooms into web-based e-learning courses.
- Developed thorough design documents and training plans utilizing effective instructional methods.
- Worked with subject matter experts to identify target audience's training needs.
- Redesigned, updated and revised existing courses to meet current academic standards.
- Attended regular project team meetings to provide regular status updates on activities and identify any issues or challenges.
Reporting Administrator
Syniverse
06.2005 - 09.2007
- Collected data from wide-ranging sources to produce productivity reporting for customer operations team.
- Generated ad-hoc reports to evaluate specific business requirements.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Generated standard and custom reports to provide insights into business performance.
Education
Bachelor of Science - Marketing
Miami University
Oxford, OHSkills
- Customer Relationship Management
- Operations Oversight
- Manage Operations
- Performance Monitoring and Evaluation
- Hiring and Onboarding
- Process Improvement Initiatives
- Employee Performance Evaluations
- Improve Performance
Employee Association
Elected to various roles within the employee association, including, President, Treasurer, and Employee Events Coordinator.
Timeline
Senior Customer Operations Manager
Syniverse
06.2014 - 07.2023
Senior Systems Engineer - Business Intelligence
Syniverse
09.2013 - 06.2014
Senior Instructional Designer
Syniverse
09.2007 - 09.2013
Reporting Administrator
Syniverse
06.2005 - 09.2007
Bachelor of Science - Marketing
Miami University
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