Summary
Overview
Work History
Education
Skills
Websites
Timeline
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MICHELLE MARSHALL

Metro Atlanta

Summary

Results-driven Contact Center Executive with over 20 years of proven leadership in customer experience, supply chain operations, manufacturing, and global team management. Recognized for cultivating resolution-focused cultures, driving international partnerships, and aligning team performance with strategic business objectives.

Overview

21
21
years of professional experience

Work History

Head of Customer Care

Habasit America
07.2021 - Current
  • Led a high-performing contact center team of 35 hybrid associates across two states, supporting OEMs, end users, and distributors in the manufacturing sector.
  • Spearheaded operational transformations and drove measurable improvements in customer experience, team performance, and process efficiency.
  • Reduced phone abandonment from 15% to under 2% within the first 60 days, sustaining this benchmark through proactive staffing and workflow optimization.
  • Transitioned inquiry management from Outlook to a robust CRM platform, enabling full visibility, performance tracking, and data-driven decision-making.
  • Improved annual turnover from 35% (pre-tenure average) to below 10% for four consecutive years through culture-building, coaching, and career development initiatives.
  • Implemented First Call Resolution (FCR) protocol, achieving an 86% resolution rate within one hour of initial contact.
  • Boosted quote conversion rates by 10% in the first six months through targeted training and streamlined quoting processes.
  • Reduced Return Material Authorizations (RMAs) by 7% and lowered associated costs by 22% in a highly specialized, custom-product industry—minimizing operational losses and enhancing quality assurance.
  • Accelerated service delivery by improving quote response time SLA by 34% and order entry turnaround by 27%, resulting in increased customer satisfaction and stronger sales performance.
  • Consistently exceeded revenue targets, achieving booking goals for 27 consecutive months—demonstrating reliability, strategic execution, and sustained business growth.

Senior Customer Care Manager

Metabo HPT
11.2020 - 07.2021
  • Directed daily operations across Customer Service and Service Center teams, overseeing multi-channel order entry (Cyberstore, EDI, fax, phone, email) and full-cycle invoicing for outbound shipments.
  • Spearheaded warranty claim resolution and technical support, while managing tool repairs, maintenance, and monthly parts intake.
  • Boosted order entry productivity by 60%—from 20 to 32 orders/day—within 90 days through process optimization.
  • Launched Live Chat functionality, enhancing customer engagement and reducing response time.
  • Surpassed sales targets by 3% in the first quarter through improved service delivery and team alignment.

Director of Customer Experience

Global Industrial
08.2016 - 08.2020
  • Led a global team of 100+ across five countries (US, Canada, India, Dominican Republic) handling 18,000+ weekly customer interactions via phone, email, and chat.
  • Owned P&L, budget forecasting, and policy implementation while driving performance through Kaizen events and strategic process improvements.
  • Architected and executed a comprehensive WFM strategy and survey platform integration to align operations with customer expectations.
  • Cultivated executive-level relationships to unify remote teams and elevate company culture, resulting in stronger cross-functional collaboration.
  • Maintained elite KPIs: 0.9% abandon rate, 28% quote conversion, and 76.6% First Call Resolution.
  • Designed and scaled a pre-COVID work-from-home program, growing to 55 agents and improving agent metrics by 12%.
  • Delivered a consistent 11% sales lift, generating $2.2M in weekly revenue and increasing Average Order Value by 15%.

Senior Customer Service Manager

Global Industrial
02.2005 - 08.2015
  • Managed contact center performance for 65 FTEs, driving improvements in AHT, FCR, SLA adherence, and abandonment rates through weekly trend analysis.
  • Authored and maintained comprehensive training manuals and QA protocols for service excellence.
  • Elevated Voice of Customer (VOC) engagement from 29% to 55% by introducing the First All Response metric.
  • Championed high-impact dispute resolution and communication strategies across all organizational levels, reinforcing customer loyalty and operational transparency.

Education

Francis Marion University
Florence, SC

Skills

  • Operational efficiency
  • Staff mentoring
  • Culture building
  • Strong leadership
  • Process improvement

Timeline

Head of Customer Care

Habasit America
07.2021 - Current

Senior Customer Care Manager

Metabo HPT
11.2020 - 07.2021

Director of Customer Experience

Global Industrial
08.2016 - 08.2020

Senior Customer Service Manager

Global Industrial
02.2005 - 08.2015

Francis Marion University

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