in the world of
Recognized as a Top 10 CX Global Leader by Arcet Global.
2017 IT Executive of the Year, InnoTech Dallas & Alliance of Technology and Women.
Winner, 2017 CXPA Innovation Award
Recognized by Altimeter’s Open Leadership Award 2010, ABA Stevie Award 2011, Forrester Groundswell Award 2011, CeBIT Australia Innovation Award 2011, Bees Award, and PR News’ as co-founder of Dell’s Global Social Media Listening Command Center
CONTACT CENTER OPERATIONS
Michelle has distinguished herself as a recognized innovator in contact center operations. Over her career, she has helped companies achieve several important benchmarks including:
Improving time to resolve customer service incidents by 96%
Driving the development of real-time digital and social listening
Breaking down the barriers between support staff and customers
& NET PROMOTER SCORE (NPS)
Michelle knows how to put customers first and can effectively dismantle the barriers that impede great customer satisfaction.
Grew Enterprise Engagement in Customer NPS by 600%
Significantly cut timing of digital issue detection and root cause identification
Michelle is a seasoned corporate executive who knows how to both develop and execute bold CX strategies within the largest and most complex of organizations.
Adept at mobilizing cohesive teams
Directing Strategic Alliances at a major CX solutions provider.
Michelle is no stranger to new technology and can seamlessly integrate it into any enterprise to achieve the best results.
Pioneered social media customer support channels.
Oversaw redesign of omni-channel customer service contact center.