Michelle Spinner
Pflugerville,TX
Summary
Seasoned Operations Manager and talented leader with five years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Mobile Activation and Repair Rep
Charter Communications
08.2023 - Current
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Managed 25 customer calls per day.
Senior Team Lead
Accenture LLP
09.2021 - 06.2023
- Monitor delivery of programs, projects, or managed services
- Work with project managers to determine project plan, timeframe, and estimates
- Manage workload to ensure even distribution of responsibilities
- Ensure tasks and deliverables are in accordance with statement of work and service level agreement
- Monitor delivery performance and quality using metrics and status reporting
- Communicate across multiple stakeholders to manage expectations, accountability, and impact
- Ensuring project level performance against SLAs and KPIs, including metric reporting on team performance Coaching, performance development, 1-1s, mentoring and general career counseling for team leads
- Ensuring results with the highest possible standard of quality and delivery Delivering on hiring requirements and managing attrition for regional delivery center. Driving insights gathering from team members to improve quality and processes
- Working within multiple teams across both Accenture and the client to execute and deliver
- Developing a culture of continuous improvement across teams in the global delivery network Leading and developing global initiatives Leveraging Accenture's full capabilities in designing and delivering service for the client Managing and eliminating service delivery issues in a timely and proactive manner Managing supply and demand, service quality and processes to meet delivery expectations
- Implementing the levers to consistently achieve performance targets such as Six Sigma and operational excellence.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
Team Lead
Accenture LLP
09.2019 - 09.2021
- Work within multiple teams across both Accenture and client teams to execute and deliver timely high-quality responses to payment inquiries
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Drive insights gathering from team members to improve quality and processes
- Assist with driving global initiatives.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Directed and supervised team of 30 analysts
Quality Analyst
Accenture LLP
01.2019 - 09.2019
- Perform root cause analysis on quality trends and flag quality-related risks on performed audits
- Provide weekly quality reporting or QA progress reports to Team Leads
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
- Participated in departmental meetings to establish short- and long-term strategy.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Act as point of contact for process questions, issues, and resolution Contribute to QA Team's development and share knowledge within the team
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Contingent worker
BC Forward
03.2018 - 01.2019
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked well in team setting, providing support and guidance.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed transactions and receipts to identify any suspicious activity.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Skilled at working independently and collaboratively in team environment.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
Tier 2 Analyst
Telus international
03.2017 - 01.2018
- Responded to customer inquiries and provided technical assistance over phone, chat, and email
- Helped streamline repair processes and update procedures for support action consistency.
- Offered assistance in implementing and developing training programs.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Learning Services specialist
Telus International
09.2017 - 12.2017
- Facilitated virtual, in-person and blended learning sessions.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed and implemented successful onboarding program.
- Trained and mentored 60 new personnel hired to fulfill various roles.
- Provided coaching and mentoring to employees.
- Established and maintained quality control standards.
- Analyzed and evaluated training effectiveness and program outcomes.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Developed and executed performance management programs to increase employee engagement and productivity.
Technical Service Representative
Telus international
09.2016 - 03.2017
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Created user accounts and assigned permissions.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to mobile phone technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Technical Service Representative
Telus international
09.2014 - 07.2016
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Created user accounts and assigned permissions.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to mobile phone technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Education
No Degree - Fine Arts
Texas Lutheran University
Seguin, TXBachelor of Science - Applied Business
Wilmington University
New Castle, DE05.2027
High School Diploma -
James Bowie High School
Austin, TX05.2006
Skills
- Management
- Lean Six Sigma
- Customer Support
- Technical Troubleshooting
- Data Entry Proficiency and Analysis
- Time management
- Organizational skills
- Staff Training
- Cross-Functional Team Development
- Performance Improvement
- Client relationship building
- Adaptability and flexibility
Certification
- Licensed Cosmetologist - 9 Years
- SQL Essential Training
- Project Management Foundations Training
Timeline
Mobile Activation and Repair Rep
Charter Communications
08.2023 - Current
Senior Team Lead
Accenture LLP
09.2021 - 06.2023
Team Lead
Accenture LLP
09.2019 - 09.2021
Quality Analyst
Accenture LLP
01.2019 - 09.2019
Contingent worker
BC Forward
03.2018 - 01.2019
Learning Services specialist
Telus International
09.2017 - 12.2017
Tier 2 Analyst
Telus international
03.2017 - 01.2018
Technical Service Representative
Telus international
09.2016 - 03.2017
Technical Service Representative
Telus international
09.2014 - 07.2016
No Degree - Fine Arts
Texas Lutheran University
Bachelor of Science - Applied Business
Wilmington University
High School Diploma -
James Bowie High School
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