Michelle Maldonado

Successfully directed the development of the Customer Operations Team. Managed 1 Supervisor and 10 Agents supporting our 10 original equipment manufacturers (OEM) and 200+ After-Market customers. ● Improving on-time delivery by 35%, maintaining a 95% on-time delivery rate. ● Reducing costs for outbound expedited freight by 45% resulting in savings in excess of $600k per quarter. ● Standardizing and documented effective customer service procedures. ● Establishing goals for team members to align with broader company initiatives. ● Preparing daily detailed reports on operational and quality of service metrics.

Directed the launch of 5 IT projects across the organization. Ensured all necessary resources, tools, and documentation were available to the project team to ensure on-time and under-budget project delivery. ● Facilitated large-scale process improvement initiative by successfully launching new company code in SAP ● Drafted and implemented complex IT project plans to ensure alignment with corporate goals. ● Managed multiple projects in parallel from inception to completion, nurturing cross-departmental and vendor relationships.

● Developed and implemented knowledge base manuals for processes and procedures in Customer Support, Agent Support, Offline Support, Workforce Management, Internal Database, Quality Monitoring, Training, Management and Corporate Reception. ● Redesigned the new hire and ongoing training programs. Successfully trained over 50 agents in the areas of phone/offline support, Quality Monitoring, and Workforce Management. ● Launched a new ERP system (SAP) while balancing with the daily duties as the department manager

Managed a team of 5 customer service representatives, including training, and development, enforced policies and procedures, created performance appraisals, conducted weekly meetings, and responded to customer service escalations. ● Created process flow for mail-in orders and improved order entry from 48 hours to same-day entry ● Created and documented workforce management processes and tracking to improve scheduling. ● Implemented an escalation process to handle high-risk customer service escalations in a timely manner and improve customer satisfaction.

Directed the launch and ongoing technical support of Tier 1 Support Centers through the Excite@Home community. Ensured Cable Partners received all necessary tools, documentation, and training to successfully support the Excite@Home residential internet service. Managed Tier 1 escalation contact rates through rapid growth. ● Successfully launched 7 new cable markets with the Excite@Home service. All markets were launched on time, within budget, and with minimal customer service issues. ● Created and implemented project plans for customer service transition from Excite@Home to specific Cable Partner call centers. ● Analyzed cost increases caused by poor processes and non-adherence to existing procedures. Devised and implemented process improvement plan to enhance customer experience and reduce costs. ● Documented reports for database bugs that were presented to management for quality improvements. All recommendations made were implemented in upgrades to the database.