Michelle Thorpe
Green Bay,WI
Summary
Results-driven professional with extensive experience in customer experience and operational management. Demonstrated success in optimizing workflows, mentoring teams, and implementing proactive solutions that boost customer loyalty and retention.
Overview
35
35
years of professional experience
Work History
Customer Experience Team leader
Schneider
Green Bay, WI
09.2010 - Current
- Motivated and empowered associates to enhance customer satisfaction and loyalty, supporting retention and growth.
- Offered training and support to keep associates motivated and working toward objectives.
- Developed training program to improve associate performance and operational knowledge.
- Reviewed associate performance, providing feedback and coaching to enhance individual performance.
- Conducted regular performance reviews to assess individual associates' progress.
- Maintained a positive work environment that promoted collaboration between team members.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
- Delegated daily tasks to associates to optimize team productivity.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Reviewed completed work to verify consistency, quality, and conformance.
- Fostered culture of continuous improvement, encouraging innovation and operational efficiency.
Customer Service Team Lead
Schneider
Green Bay, Wisconsin
04.2010 - 08.2010
- Monitored team performance, providing actionable feedback to enhance service quality.
- Implemented process improvements, streamlining customer interactions to reduce response times.
- Trained new staff on customer service protocols and software systems.
- Developed training materials to enhance staff knowledge and skills.
- Fostered a positive team environment through motivational activities and recognition.
- Analyzed customer feedback data, identifying key areas for service enhancement.
Regional Equipment Manager
Schneider
Green Bay, Wisconsin
06.2009 - 03.2010
- Managed equipment population collaborating with cross-functional teams to ensure optimal resource allocation.
- Developed internal relationships to enhance equipment availability for external customers, improving service delivery.
- Retrieved and reported equipment information for internal and external customers.
- Identified and resolved customer and carrier/vendor issues on daily transactions, coaching associates to meet key metrics.
Regional Recruiting Manager
Schneider
Green Bay, Wisconsin
08.1998 - 05.2009
- Decided on driver hiring strategies and led initiatives for cost savings and lead generation in hiring operations.
- Supervised 20 recruiting associates to optimize recruitment efforts and improve overall team effectiveness.
- Coached and developed team while implementing department operating plans to align with business objectives.
- Guided teams to ensure Schneider met line of business capacity needs, focusing on process compliance and workflow.
Transportation Planner
Schneider
Green Bay, WI
07.1995 - 07.1998
Dedicated Customer Service Rep
Schneider
Green Bay, WI
05.1993 - 06.1995
Driver Payroll Analyst
Schneider
Gre, WI
07.1991 - 04.1993
Education
Bachelor of Science - Business Administration And Management
University of Green Bay
Green Bay, WISkills
- Cross-functional collaboration
- Operational execution
- Critical thinking
- Team performance monitoring
- Customer relationship management
- Process improvement implementation
- Quality assurance practices
- Employee mentoring and coaching
- Proactive problem solving
- Effective communication strategies
- Workforce optimization
- Leadership
- Analytical and critical thinking
- Decision-making
- Teamwork and collaboration
- Conflict resolution
Accomplishments
2024 Customer Service Team Leader of the Year
2025 Presidential Award for Superior Customer Experience (2 times)
Timeline
Customer Experience Team leader
Schneider
09.2010 - Current
Customer Service Team Lead
Schneider
04.2010 - 08.2010
Regional Equipment Manager
Schneider
06.2009 - 03.2010
Regional Recruiting Manager
Schneider
08.1998 - 05.2009
Transportation Planner
Schneider
07.1995 - 07.1998
Dedicated Customer Service Rep
Schneider
05.1993 - 06.1995
Driver Payroll Analyst
Schneider
07.1991 - 04.1993
Bachelor of Science - Business Administration And Management
University of Green Bay