Open To Work
Michelle Toporsh
Oak Creek ,WI
Summary
A passionate leader of innovating the customer experience, through incorporating technology and analyzing customer behavior, that drives industry leading customer engagement and increased brand awareness.
Overview
14
14
years of professional experience
1
1
Certification
Work History
U-Multi-Channel Communications Specialist-
T-Mobile
Brookfield, WI
08.2025 - Current
- Selected to support a cross-functional HR Communications transition team during the integration of UScellular operations into T-Mobile.
- Support employee communications and change management efforts to ensure clear, accurate, and timely messaging during a large-scale organizational transition.
- Partner closely with HR and communication leaders to deliver internal communications to frontline teams, supporting organizationall change initiatives and employee engagement.
Multi-Channel Communication Specialist
US Cellular Wireless
Brookfield, WI
06.2023 - 08.2025
- Consultative partner with communication managers to educate, influence and drive action.
- Responsible for posting internal communications to frontline associates.
- Create, implement, and present communication metrics to our stakeholders/audience.
- Expert in Staff base to ensure accurate distribution lists, daily push communications, weekly playbook, monthly emergency tests and monthly data analytics.
Customer Support Manager
US Cellular Wireless
Waukesha, WI
10.2019 - 06.2023
- Driver of Business Results and Culture
- Leader of virtual team of up to 5 leaders and up to 81 associates
- Consistent and proactive collaboration with operations, brand marketing, E-Commerce, and Vendor Support
- Responsible for Executive appeals leaders who serve as a primary point of contact for customer escalations past the Customer Service Organization
- Responsible for company goals including Average response time, Customer engagement/Net Promoter Score and Service Levels
- Exceeded budgeted average response time of 740 second with results of 706 monthly
- Weekly collaboration with Brand Marketing and assisted in the creation of Secure forms for social media which allows customers to interact through Direct Message on our social media channels
- Established one-team mentality between our vendor and internal associates and improved culture from 65% to 85% engagement.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Operations Coach/Specialist
US Cellular Wireless
Waukesha, WI
09.2013 - 10.2019
- Enterprise Leadership and Collaboration
- Assisted in establishing standards for quality and performance by recommending enhancements and implementing change
- Lead weekly meetings with key stakeholders to review data analysis including statistics and trends for the department’s performance
- Project Team lead in the launch of our soft phone for the Customer Care organization
- Team lead on our implementation of Agent Account Manager processes and procedures for our offline team
- Collaborator with our Performance Management Consultant on call drivers and key findings that can decrease operations and increase the customer experience.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Formed and sustained strategic relationships with clients.
Customer Service Coach
US Cellular Wireless
Waukesha, WI
08.2011 - 09.2013
- Leader of a in center team of 15-18 associates
- Supervises, monitors and trains staff in both inbound and outbound calling activities
- Performed full scope of talent management and development activities, including all aspects of the performance management process, behavior assessment, feedback, coaching, career planning, corrective action, and training
- Became a subject matter expert during the transition to our new billing system
- Was the main lead in our BMC for the Customer Care organization
- Executed on various quality recommendations such as THESIS and increased my teams quality score from 25% to 90%
- Communicates, and ensures compliance with policies, procedures and goals as they apply to the area of supervision.
Education
BS in BA - Management
Southern New Hampshire University
Skills
Continuous Improvement
Innovative
Leader of Culture
Driver of Results
Critical Thinking
Strategist
Building Trust with Stakeholders
Operations Expert
Contact Center Operations
Detail Oriented
Analytical
Leadership Under Pressure
Cross-functional Collaboration
Virtual Leadership
Staffbase, Articulate, Oracle
Certification
- Harvard Leadership Excellence , US Cellular - 2022
- Persuading Others and Digital Intelligence
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridTimeline
U-Multi-Channel Communications Specialist-
T-Mobile
08.2025 - Current
Multi-Channel Communication Specialist
US Cellular Wireless
06.2023 - 08.2025
Customer Support Manager
US Cellular Wireless
10.2019 - 06.2023
Operations Coach/Specialist
US Cellular Wireless
09.2013 - 10.2019
Customer Service Coach
US Cellular Wireless
08.2011 - 09.2013
BS in BA - Management
Southern New Hampshire University