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A
LEADING
VOICE

CX

in the world of

michelle_photo.png

  • 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

Call Center
Happy Shopper

CUSTOMER SATISFACTION

& NET PROMOTER SCORE (NPS)

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Michelle knows how to put customers first and can effectively dismantle the barriers that impede great customer satisfaction.

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  • Grew Enterprise Engagement in Customer NPS by 600%

  • Significantly cut timing of digital issue detection and root cause identification

STRATEGY

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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.

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  • Adept at mobilizing cohesive teams

  • Directing Strategic Alliances at a major CX solutions provider.

Brainstorming
Person Using Mobile

DIGITAL TRANSFORMATION

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Michelle is no stranger to new technology and can seamlessly integrate it into any enterprise to achieve the best results.

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  • Pioneered social media customer support channels.

  • Oversaw redesign of omni-channel customer service contact center.

A Look Back
at Michelle's journey

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