Customer Experience Leader - Remote Senior Support Specialist

MICHELLE HORSLEY

313-***-**** ************@*****.*** Romulus, MI

CAREER SUMMARY

Purposeful customer experience manager with 30 years of experience. Proven record of scaling ecosystems, surpassing expectations, and building relationships that deliver growth and retention. Adept at fusing strategy, technology, and customer success to accelerate adoption, strengthen predictability, and drive operational excellence.

EDUCATION AND MILITARY

Bachelor’s Degree Madonna University, Livonia 1992

U.S. Air National Guard U.S. Military 1986 – 1992

SKILLS

Work-flow Planning Project Management Order Manager & Creator Problem Solving System Implementation

WORK EXPERIENCE

AT&T 1994-2024

Project Manager

• Led projects from initiation to completion that encompassed a few hundred to several thousand locations domestic and international – IP Flexible Reach, Advanced Features, ASEoD, VDNA, NetBond, ADI, AVPN

• Key responsibilities included: developing detailed project plans, biweekly stakeholder and vendor communication meetings, risk assessment and management, coordination of cross-functional teams, mediating between sales, order management, and technical departments to deliver integrated solutions

• Provided comprehensive executive-level briefings, status reports, and performance dashboards

• Proactively resolved roadblocks and made strategic recommendations

• Analyzed RFC (request for change) requirements and provided directions that align network service delivery with broader business objectives

Client Support Specialist

• Assisted Fortune 500 companies with inquiries, orders, billing, and technical assistance

• Performed sales related tasks such as renewals and upgrades for Ethernet, VoIP, TDM, One-Net, ABN, Centrex, ISDN and more

• Maintained a positive customer experience through professional and effective communication

Order Creator aka Customer Service Associate (AT&T Business)

• Created new and MACD orders for POTS, Centrex, Centrex ISDN, PRI and BRI ISDN, combination trunks, voice features, private line, high-cap DS-1 and DS-3, and rings

• Updated customer records and documented interactions

• Ensured customer satisfaction by providing information in a timely manner, building relationships internally and externally while working in a demanding environment, adapting to different customer personalities, and varying needs.

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