Summary
Overview
Work History
Education
Skills
Websites
Certification
Digitalbadges
Affiliations
Timeline
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Michelle M. Ali

Michelle M. Ali

Knoxville,TN

Summary

Customer Success Manager with over 10 years of experience in enhancing customer satisfaction through effective issue resolution and process implementation. Demonstrated ability to build customer loyalty and generate repeat business, while managing multi-location support teams. Expertise in conflict resolution, persuasive communication, and quality assurance training ensures optimal team performance. Committed to leveraging skills to drive continued success and efficiency in customer service operations.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Customer Success Manager

DeepScribe, Inc.
San Francisco, CA
07.2023 - 09.2024
  • Oversaw management of mid-market accounts in healthcare technology.
  • Managed key relationships across various organizational levels, including CMOs, CEOs, CFOs, and EHR IT professionals.
  • Responsible for retention and expansion
  • Conducted on-site visits with clients during key project stages.
  • Also part of the Connectivity Team to strengthen interpersonal relationships within the company
  • Software experience: HubSpot, Gainsight, Intercom, Google Suite

Customer Success Manager

Credly by Pearson
New York, NY
07.2019 - 12.2022
  • Oversee client onboarding and training through strategic, high-touch team interaction.
  • Software experience: Catalyst, Microsoft 365 with Teams, Outlook, Excel, Word, Sharepoint, Powerpoint, Slack, Salesforce
  • Facilitated onboarding and software training for new clients.
  • Retention rate 100%
  • Work closely with Product, Development, Marketing, Sales and Professional Services Teams to better our product and customer experiences
  • Training consists of workshops to guide clients on software knowledge and use, build out their programs for greater engagement and ROI
  • Regular check-ins, analytics reviews and quarterly business reviews to ensure clients' needs and goals are met to their satisfaction
  • Contribute to our Support team by answering Zendesk tickets in a timely fashion for both users of the platform and clients

Operations Manager, Level II

Nuance Communications, Inc.
Burlington, MA
08.2014 - 08.2018
  • Acted as a trusted advisor and managed hospital accounts for a cloud-based software solution (SaaS).
  • Expanded account base via strategic interaction and comprehensive analysis sharing.
  • Maintained customer satisfaction by aligning discussions with customer preferences.
  • Participated in a select team of four to create a mentoring program for the division.
  • Established a culture of commitment within the organization.
  • Led, coached and managed performance of employees with 10-50+ direct reports.
  • Handled first line of contact for technical and non-technical support issues.
  • Enhanced clinical documentation accuracy with cutting-edge solutions.
  • Collaborated with Sales, DevOps, Technical and Engineering teams while serving as the primary contact for clients.
  • Monitored performance metrics and KPIs to ensure high standards.
  • Managed relationships and escalations as the primary contact for C-suite executives, HIM Directors, CEOs, CFOs, and IT professionals.
  • Conducted thorough reviews of contractual agreements.

Director of Operations

Clear Choice Transcription, LLC
McKees Rocks, PA
07.2013 - 12.2013
  • Collaborated with CEO to oversee all company operations.
  • Hired personnel and developed training materials.
  • Collaborated with CEO on customer interactions to sustain client engagement.

Director of Quality Assurance

Clear Choice Transcription, LLC
McKees Rocks, PA
07.2009 - 06.2013
  • Directed audits and assessments of transcriptionists and editors in Quality Assurance Department.
  • Managed onboarding processes for new hires and clients.

Receptionist / Medical Transcriptionist

Gulf Coast Immediate Care Center
Fort Walton Beach, FL
01.2001 - 01.2003
  • Managed front desk operations and home-based transcription assignments.

Education

Certified Phlebotomy Technician -

University of Tennessee
Knoxville, TN
01.2021

Medical Transcriptionist -

Harcourt Learning Direct
Chicago
01.1999

Medical Office Secretary -

Harcourt Learning Direct
Chicago
01.1998

LPN nursing - Associate of Applied Science program

Gadsden State Community College
Gadsden, AL
01.1997

Skills

  • Empathetic and kind
  • Versatile - expert multitasker
  • Data-driven
  • Google Sheets
  • Proficient in Client Relations
  • Enhancing Customer Experience
  • Collaboration and teamwork
  • Emotional intelligence
  • Quick learner of platform/software systems
  • MS Office suite fluency in Word
  • Excel
  • Powerpoint
  • Microsoft 365
  • G-Suite
  • Zendesk
  • Catalyst
  • EMR Systems - EPIC EHR
  • Cerner EHR
  • Meditech EHR
  • Centricity EHR
  • Chartscript EHR
  • Nightingale EHR
  • MDinTouch TouchType
  • FTP
  • AMS
  • Practice Partner EHR
  • Escription LH
  • RH
  • Bayscribe
  • BeyondTXT
  • Athena
  • DrChrono
  • NextGen
  • ECW
  • Qlikview
  • Net Promoter Score experience/Satmetrix
  • Dayforce
  • ADP
  • Oracle
  • Sharepoint
  • Tableau
  • Python
  • Salesforce
  • Slack
  • Dropbox
  • Pencil Code
  • Trullio
  • Talkdesk
  • Intercom
  • HubSpot
  • Gainsight

Certification

  • Certified Customer Success Manager, Level III
  • Certified Phlebotomy Technician
  • Certified in Basic Life Support

Digitalbadges

https://www.credly.com/users/michelle-m-ali

Affiliations

  • Volunteer with Humane Society and Mobile Meals

Timeline

Customer Success Manager

DeepScribe, Inc.
07.2023 - 09.2024

Customer Success Manager

Credly by Pearson
07.2019 - 12.2022

Operations Manager, Level II

Nuance Communications, Inc.
08.2014 - 08.2018

Director of Operations

Clear Choice Transcription, LLC
07.2013 - 12.2013

Director of Quality Assurance

Clear Choice Transcription, LLC
07.2009 - 06.2013

Receptionist / Medical Transcriptionist

Gulf Coast Immediate Care Center
01.2001 - 01.2003

Certified Phlebotomy Technician -

University of Tennessee

Medical Transcriptionist -

Harcourt Learning Direct

Medical Office Secretary -

Harcourt Learning Direct

LPN nursing - Associate of Applied Science program

Gadsden State Community College

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Michelle M. Ali