Years of experience: 12

Tutor✔️ ITResearcher🧮 EducationSystem AnalystProject Manager

Trusted by top professionals

  • IC
    Ira Chui
    Energy Advisor 2 @So Cal Edison
    Verified
    I’ve had the joy of working with Michael for approximately 7-8 years at a sass-based company serving and supporting customers on a daily basis. Faced with evolving challenges due to customer-demands, ...

Trust Score

Exceptionally trusted; proven professional excellence.

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Michael's Career Path
FreelanceJan. 2024 -
Present
Self-employedFreelance
Support Service Delivery ManagerMay. 2022 -
Feb. 2024
LiferaySupport Service Delivery Manager
Los Angeles Metropolitan Area
Supportability Business AnalystJan. 2020 -
Feb. 2024
LiferaySupportability Business Analyst
Work with large data sets and reports from Salesforce, Zendesk and Tableau. I find patterns in the data that allow stakeholders and managers to make data-based decisions on how to serve our customers, improve customer retention, hiring, and improving internal processes.

Michael's Posts

  • How I can help you

    I perform root cause analysis to identify why KPIs are unmet. I audit customer interactions to find technical and soft skill gaps. I analyze workflows to suggest improvements and predict risks of escalations. I design soft skill trainings for support teams.

  • People I am looking for

    Looking for clients who value improved customer service. Previous clients include: - Liferay Inc.

  • Experience & Cases

    Achievements: - Conducted gap analysis - Developed soft skill training - Created predictive reporting for escalation risks Previous clients: - Small businesses - Startups - Customer-centric companies

  • How to contact

    If you're interested, please fill the form. P.S. If you know a right person, please make an intro or share with him/her the link to this page.

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