Michael Anthony Arcina

I'm a customer operations and support professional with 10+ years' experience across healthtech, fintech, and logistics, known for calm, empathetic communication in high-volume, multi-channel environments. I resolve issues end-to-end while preventing repeat contacts and partner closely with CX, product, and operations on incident response, retention programs, and process improvements.

I've been promoted into senior frontline roles where I handle real-time escalations, coordinate incident response during lab delays, and troubleshoot platform issues across chat, email, SMS, and phone. I build structured workflows and maintain accurate documentation across tools like Intercom, Zendesk, Salesforce, and HubSpot to ensure continuity and trust.

I design and run targeted retention and onboarding programs, analyze usage and sentiment to mitigate churn, and actively explore practical AI for smarter triage, knowledge-base search, and response drafting to boost speed, consistency, and customer satisfaction.