MIKAELA L. STEVENS
Indianapolis,IN
Summary
CUSTOMER SERVICE/OPERATIONS Excellent Communications | Customer Advocate | Influential, Positive, Proactive Attitude An innovative, strategic, customer-oriented professional with experience in leading global teams. With over four years of knowledge in customer advocacy and account management experience. Served clients in international markets and collaborated with international teams to establish exceptional customer satisfaction results. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
9
9
years of post-secondary education
Work History
Global Customer Success Director
Regus/IWG PLC (International Workplace Group)
3 2022 - 11.2022
- Spearheaded new product launches with international technology conglomerates with teams in over 20 countries
- Partnered with Global Operations Manager to assess new opportunities for business and revenue
- Increased enterprise memberships by 115% by cross-collaborating with sales team and internal stakeholders
- Presented enterprise programs to sales managers and explained revenue status goals
- Leveraged internal resources to accomplish customer satisfaction standards
- Proactively conducted enterprise client onboarding that positively impacted NPS scores and customer success
- Increased enterprise membership purchases and eliminated existing customer pain points
- Collaborated with valued internal partners to drive revenue goals
- Managed enterprise program with national brand partners to establish strategic course of action
- Implemented customer feedback strategy based on qualitative and quantitative data received
- Retained international clients by offering additional product lines resulting in 400% increase in revenue.
- Secured key partnerships that contributed to the company''s overall growth strategy and market reach
Account Helpdesk Manager
Regus/IWG PLC (International Workplace Group)
09.2020 - 03.2022
- Managed and oversaw team consisting of 27 customer service agents internationally
- Provided clear direction to ensure customer queries and complaints were met and resolved
- Led team-wide initiative to achieve highest NPS score of 96.5%
- Acted as highest point of contact for all escalated service issues
- Drove outcomes reducing outstanding customer debt which in turn increased revenue
- Cross-collaborated with international center teams to mitigate risk for customer operations and provide high level of customer service.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery
- Cross-trained existing employees to maximize team agility and performance
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments
- Developed and implemented business strategies to achieve business goals and stay competitive
- Onboarded new employees with training and new hire documentation
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members
Community Manager
Regus/IWG PLC (International Workplace Group)
02.2018 - 08.2020
- Managed client portfolio for largest location in Indianapolis market totaling over 200 offices and rental options
- Achieved high satisfaction rating amongst customers and clients
- Average score was 9 on a 10-point scale
- Leveraged centralized marketing tools and resources to execute: local events, networking, drive local partnerships and associations, oversee postings and online directories
- Responsible for keeping up-to-date Account Receivables (AR), collection efforts, escalations on AR, and collections issues renewals
- Achieving 85% retention rate.
- Conducted member surveys to gather feedback on various aspects of the community, using data to inform future improvements
- Communicated effectively with owners, residents, and on-site associates
- Streamlined operations by communicating efficiently with clients, keeping meticulous records, budget management, and internal collaboration
Adult Probation Intern
Marion County Superior Court Probation Department
05.2017 - 07.2017
- Assured compliance with discharge requirements and completed discharge summaries
- Maintained accurate records of financial transactions for ease of reference in budget analysis or audits
- Conducted regular reviews of operations and identified areas for improvement
- Maintained database systems to track and analyze operational data
Customer Service Representative
Lifetouch National Contact Center
11.2016 - 02.2017
- Provided customer service based on national territory
- Guaranteed customer satisfaction via call center inquiries
- Managed over 50 customer calls and orders daily and troubleshot damaged orders
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Investigated and resolved customer inquiries and complaints quickly
- Utilized customer service software to manage interactions and track customer satisfaction
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
Student Operations Assistant
Ball State University Student Center Operations
02.2016 - 05.2016
- Provided hospitality and concierge services to visitors on campus
- Oversaw daily program set-ups
- Assisted with management of meeting rooms
- Assisted with program technology services and troubleshooting.
Education
Bachelor of Science -
Ball State University
Muncie, IN 08.2015 - Current
Skills
Handled customer conflicts and escalations
Department Oversight
Customer Service Management
Sound Judgment
Task Prioritization
Verbal and written communication
Client retention I Enterprise collaboration and strategy implementation
Acted with agility and urgency to meet needs
Professional Highlights
- Customer success and onboarding: Led and hosted enterprise onboarding and training orientations that promoted growth in the company’s product usage. Acted as the main point of contact for business leaders and stakeholders. Conducted weekly and monthly business reviews to provide updates on company outcomes and performance
- Driving revenue and business development: Skilled in upselling and assisting current customers; Identifying additional product lines to aid in their business initiatives. Monitored customer usage data to identify revenue peaks and valleys.
- International Business Operations: Assisted and collaborated with companies in international markets to understand business needs.
- Customer-centric: Understand and address customer challenges by appropriately mapping them to the plan’s features and benefits. Drove revenue and monetized existing agreements by owning the post-sale customer relationship. Advocated for customers across multiple teams to ensure positive outcomes.
Timeline
Account Helpdesk Manager
Regus/IWG PLC (International Workplace Group)
09.2020 - 03.2022
Community Manager
Regus/IWG PLC (International Workplace Group)
02.2018 - 08.2020
Adult Probation Intern
Marion County Superior Court Probation Department
05.2017 - 07.2017
Customer Service Representative
Lifetouch National Contact Center
11.2016 - 02.2017
Student Operations Assistant
Ball State University Student Center Operations
02.2016 - 05.2016
Bachelor of Science -
Ball State University
08.2015 - Current
Global Customer Success Director
Regus/IWG PLC (International Workplace Group)
3 2022 - 11.2022
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