Years of experience: 5

Data AnalystAI EvaluatorPowerBIConsultingITTableau

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Michelle's Career Path
Support Opperations Manager Dec. 2022 -
Jul. 2025
ZscalerSupport Opperations Manager
Responsibilities Manager, Technical Assistance Center (TAC) (2022 ā€“ 2025) - Directed escalation management for global enterprise accounts, ensuring SLA compliance and quality resolution. - Partnered with Customer Success teams to identify adoption gaps and reduce escalations by 20%. - Designed internal process improvements and reporting dashboards (Tableau, Salesforce) to enhance visibilit...
High Touch Operations ManagerSep. 2019 -
Dec. 2022
CiscoHigh Touch Operations Manager
Responsibilities - Supported enterprise customers in cloud and cybersecurity environments, ensuring service reliabilityand proactive issue management. - Conducted in-depth troubleshooting and coordinated with engineering teams to validate fixes and prevent reocurrences. - Created customer-facing documentation and post-incident reports, improving transparency and service satisfaction. - Con...

Michelle's Posts

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    How I can help you

    Led and managed Level 2 support teams at Zscaler, ensuring high-quality service in cybersecurity and cloud domains. Enhanced process efficiencies by integrating AI strategies. Mentored staff, aligning support with organizational goals, and contributed to Costa Rica's operational growth.

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    People I am looking for

    Bridging Operations and Customer Success, I excel in incident resolution and customer retention. My dual expertise enhances client experience, driving satisfaction and loyalty. Clients gain a partner adept at handling high-pressure challenges while fostering long-term improvements.

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    Experience & Cases

    - Technical support and customer experience services - Clients seeking enhanced customer retention and satisfaction - Partners interested in collaborative problem-solving and strategic growth

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    How to contact

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