Years of experience: 29

United StatesData Entry SpecialistData EntryCustomer Retention SpecialistClient Relations SpecialistCustomer Service

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Michelle's Career Path
Network MemberOct. 2025 -
Present
GLGNetwork Member
As a GLG Network Member, I bring 20 years of experience in the telecom industry. GLG is the world’s insight network. It connects decision makers to the right experts so they can act with the confidence that comes from true clarity and have what it takes to get ahead. Its network of experts is the world’s largest and most varied source of first-hand expertise.
Director of Client ServicesOct. 2018 -
Apr. 2025
Crown CastleDirector of Client Services
Greater Pittsburgh AreaLed a team of overseeing daily operations including account support, renewals, and contract compliance across multiple product lines (towers, small cells, fiber), delivering an elevated customer experience for 2500+ customers. Budgeted, managed, and mitigated customer churn on $4B in annual revenue, consistently maintaining a churn target of <1% by implementing strategic retention plans. Fost...
Manager, Client ServicesMar. 2014 -
Oct. 2018
Crown CastleManager, Client Services
Greater Pittsburgh AreaStrategically led team of Client Service Managers, Contract Coordinators, and Account Managers to: Negotiate and secure long-term contract value through renewals while mitigating churn and creating revenue opportunities. Ensure contract compliance related to cancellation rights and obligations. Accurately forecast accounts receivable balances and efficiently resolve billing disputes to accele...

Michelle's Posts

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    How I can help you

    • Boost customer retention • Solve complex issues • Troubleshoot effectively • Coordinate escalations • Manage contracts and revenue • Redesign workflows • Proven ROI with vast experience

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    People I am looking for

    • Collaborate with startups • Partner with established brands • Work with businesses of all sizes

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    Experience & Cases

    • Achieved industry leading churn rates on large customer portfolios. • Led cross-functional initiatives resulting in significant revenue and cash recovery. • Redesigned workflows to streamline process. • Clients: T-Mobile, Verizon

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    How to contact

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