Professional Overview
Michelle Goodman-Miles is a seasoned customer experience leader with a proven track record of driving excellence across diverse industries. With expertise spanning call center operations, sales, and strategic customer experience initiatives, she excels at optimizing customer-centric processes and cultivating high-performing teams.
Experience Summary
Current Role
As the Customer Experience & Strategy Lead at CleanChoice Energy, Michelle is responsible for shaping and executing the company's customer experience vision. She oversees key initiatives to enhance customer satisfaction, improve retention, and drive operational efficiencies across the customer journey.
Career Progression
Prior to her current role, Michelle served as the Head of Customer Experience at SENREVE, where she led the transformation of the brand's customer service and support functions. She has also held senior-level positions at Reliable, Window Nation, and Fuchs Lubricants, where she honed her skills in call center management, sales, and customer support.
Michelle's early career included a role in the Sales & Support Division at Progressive Insurance, where she gained valuable experience in call center operations and training.
Academic Background
Michelle holds a Bachelor's degree in Business Administration from the University of Maryland, Baltimore County.
Areas of Expertise
- Customer experience strategy and implementation
- Call center operations and performance optimization
- Sales and support team leadership
- Process improvement and change management
- Data-driven decision making and KPI management
Professional Impact
At SENREVE, Michelle led the implementation of a new customer service platform, resulting in a 25% increase in first-contact resolution rates and a 15% reduction in average handling time. She also spearheaded the development of a comprehensive training program that improved agent productivity and customer satisfaction scores.
In her role at Reliable, Michelle streamlined the company's call center workflows, leading to a 20% improvement in overall customer service efficiency.
Conclusion
With her exceptional customer experience expertise, strategic mindset, and a proven track record of driving tangible business results, Michelle Goodman-Miles is poised to continue making a significant impact in the customer-centric industries she serves.
