MICHELE HENSCHELL

Cottage Grove, MN ***-**-**** Mhenschell37@gmailcom

Dedicated Contact Center Manager with over 15 years of experience demonstrating a strong focus on enhancing customer satisfaction and employee engagement through process improvements. Proven success in implementing innovative solution such as ChatGPT to optimize efficiencies and improvements within the contact center and related departments. What is my vision? What is my is

EXPERIENCE

MAR 2015 TO OCT 2023

CONTACT CENTER MANAGER NELNET NDS/GREAT LAKES EDUCATIONAL LOAN SERVICES

Spearheaded the implementation of ChatGPT for the contact center knowledge management system and email/text/chat environments. This ensured a seamless customer experience across multiple channels.

Conducted consistent reviews of Quality Assurance processes, integrating ChatGPT for 80% of interactions across all channels to enhance service efficiency.

Strategically addressed recruiting needs, optimizing workforce management through daily reviews of contact center needs and requirements.

Introduced a gamification platform to incentivize training module completion, disseminate important information, allow agents to recognize one another and create more opportunities for fostering a dynamic and engaging environment.

Work closely with Executive Management on budget management and planning contributing to financial efficiencies and operational excellence.

Worked closely with Compliance and Quality department on remediation of process issues and training and coaching needs.

Conducted bi-annual training sessions for supervisors, focusing on coaching techniques to elevate employee engagement and foster a positive and supportive work environment.

JUNE 1994 TO MARCH 2015

OPERATIONS MANAGER

Familiar with both state and federal regulations related to TCPA, FDCP, NACHA, Reg Z, EFTA, FCC, and Bankruptcy laws.

Collaborated with a team of IT Developers to implement a Windows-based User Interface systems, consistently working toward improvements and ensuring compliance with legal requirements.

Served as the Consumer Ombudsman for over 10 years, demonstrating a commitment to conflict resolution and fostering a fair and trustworthy response to the customer.

I was the Contact person for the Better Business Bureau (BBB), the Consumer Financial Protection Bureau (CFPB), Attorney General Inquiries along with all “Presidential” complaints.

EDUCATION

JUNE 1984

PARK SENIOR HIGH

High School Diploma

UNIVERSITY OF WISCONSIN MADISON

Certified Contact Center Manager UWEBC

SKILLS

ACTIVITIES

Strong analytical ability to identify and remediate root cause.

Excellent communication skills, both verbal and written

Attention to detail to ensure compliance with policies, practices, laws, and regulations,

Ability to collaborate effectively with customers, co-workers and management.

Demonstrates a Servant Leadership style management.

Volunteer at Basic Needs Food Market -Local food shelf for underprivileged.