Open to opportunities

Michael El Blade

@michaelelblade

Message

Strategic Senior Support Leader with 13 years of experience.

India

Message

What I'm looking for

I am looking for a role that values teamwork and innovation, offering growth opportunities.

I am Michael Blade, a Strategic Senior Support Leader with over 13 years of diverse experience in customer service across various industries, including telecommunications and financial services. My journey began as a Customer Service Representative, where I quickly excelled, becoming the top salesperson in my first role. I have a proven track record of resolving complex customer issues and ensuring satisfaction through effective communication and problem-solving skills.

Throughout my career, I have held various leadership positions, including Team Leader and Duty Manager, where I successfully managed teams, improved operational efficiency, and enhanced customer satisfaction. My commitment to excellence has led to significant achievements, such as increasing customer satisfaction by 20% and reducing churn by 15%. I thrive in high-pressure environments and am passionate about creating innovative solutions that drive results.

Experience

Work history, roles, and key accomplishments

Shift Leader - Client Services

innRoad

Apr 2024 - Mar 2025 (11 months)

Led a multinational and multicultural team in handling inquiries from hotels and properties, training the clients and staffs ensuring performance and timely responses to client requests.

Team Leadership Customer Support Escalation Management Performance Monitoring Training Communication Problem Solving Client Management

Senior Client Services Advisor

innRoad

May 2022 - Mar 2024 (1 year 10 months)

Built and maintained client relationships while resolving issues with property management software.
Assist issues & queries on software with basic trouble shooting & integrating properties with other websites such as Booking.com, Expedia, Airbnb, TripAdvisor, etc.

Client Relationship Management Problem Solving Communication Customer Satisfaction Technical Support Property Management Training Integration

Provider Reimbursement Specialist

LogixHealth

Feb 2021 - Feb 2022 (1 year)

Managed medical billing queries and ensured accurate payments for ER services across multiple states. Implemented procedures to reduce claim processing errors.

Medical Billing Compliance Customer Service Problem Solving Communication State Claims Processing Financial Accuracy

Team Operations Leader

ZARA

Dec 2017 - Jun 2018 (6 months)

Supervised chat support for ZARA's US and UK customers, managing a team of agents and ensuring service level compliance during peak sales periods.

Team Management Customer Support Chat Support Performance Monitoring Training Escalation Management Communication

Team Leader

StarHub

May 2015 - Nov 2017 (2 years 6 months)

Handled escalations as Senior Service Manager.
Led a team of Senior staffs who played Duty Manager roles, monitoring their performance and ensuring compliance with service levels.
Conducted training and recruitment initiatives to enhance team capabilities.

Team Leadership Performance Monitoring Training Recruitment Customer Service Communication Problem Solving

Duty Manager - Senior Executive

StarHub

May 2014 - Apr 2015 (11 months)

Promoted to Acting Duty Manager, managing escalated customer complaints and feedback. Improved customer satisfaction and retention through effective resolution strategies.

Customer Service Escalation Management Team Leadership Performance Management Communication Customer Retention Problem Solving

Customer Service Executive

StarHub

Jul 2013 - Apr 2014 (9 months)

Handled mobile inquiries and billing issues for StarHub customers, achieving high call volume and performance metrics.
Promoted to 2nd Level Support within 8 months.

Customer Service Billing Support Performance Metrics Communication Problem Solving Telecommunications Team Collaboration Customer Retention

Customer Service Executive

AirAsia X

Jul 2011 - Aug 2012 (1 year 1 month)

Assisted passengers with flight bookings and changes, handling inquiries from various international clients.
Managed escalations and educated customers on travel requirements.

Customer Service Escalation Management Customer Education Communication Problem Solving

Customer Service Representative

Sutherland Global Services

Oct 2010 - Apr 2011 (6 months)

Provided customer service and support for Intuit financial software, achieving top sales performance. Handled inbound calls from US, UK, and South African clients, resolving complex issues and ensuring customer satisfaction.

Customer Support Problem Solving Technical Support Communication Sales Performance SLA Management Inbound Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

SCAD College of Engineering & Technology

Bachelor of Engineering, Electrical & Electronics Engineering

2005 - 2009

Completed a Bachelor of Engineering in Electrical & Electronics, focusing on various engineering principles and practices. Developed skills in problem-solving and technical analysis, preparing for a career in engineering and technology.

Angelo Matriculation Higher Secondary School

High School Diploma, General Education

2003 - 2005

Completed high school education with a focus on foundational subjects, preparing for further studies in engineering. Developed critical thinking and analytical skills.