Open to opportunities

Michel Dossek

@micheldossek

Message

Data-driven customer support specialist improving CSAT, SLAs, and resolution quality.

United States

Message

What I'm looking for

I’m looking for a role where I can use data to improve omnichannel support outcomes—CSAT, SLA response times, and resolution quality—while owning ticketing workflows, CRM automation, and continuous process improvements that help both customers and teams win.

I’m a data-driven Customer Support Specialist with 5+ years of experience managing omnichannel technical ticketing workflows. I focus on turning support operations into measurable outcomes through clear communication, strong case management, and rapid problem resolution.

I’ve deployed CRM automations and configured helpdesk infrastructure to reduce SLA response times by 35%. At Arise, I achieved a 92% satisfaction rating by reducing response times and improving resolution practices, while handling high call volumes without sacrificing quality.

I maintain consistently strong customer outcomes, including a 96% CSAT rating while managing a high-volume tier-1 queue of 50+ daily tickets. I also optimized call routing and triage to reduce call waiting time by 10%, and improved resolution by implementing structured escalation protocols and root-cause diagnosis.

Alongside support, I bring a sales-minded, customer-first approach developed as a Sales Development Representative for 5 years. I increased upsell revenue by 15% by identifying customer needs during support interactions, and I use that same analytical mindset to support smoother handoffs and better long-term retention.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Arise

Mar 2023 - Jun 2026 (3 years 3 months)

Responded to customer inquiries via phone, email, and live chat while maintaining high satisfaction, including improving CSAT from 80% to 92% through structured escalation protocols and root-cause diagnosis. Managed case work to reduce response times and support issues, achieving a 96% call resolution rate over 12 weeks.

Sales Development Representative

Powur

Jan 2018 - May 2023 (5 years 4 months)

Generated and qualified leads for a B2B renewable energy offering, using HubSpot, Outreach, SalesLoft, and LinkedIn Sales Navigator to improve pipeline velocity and conversion results. Followed up with 300+ customers post-sale to resolve technical issues, supporting retention, and delivered regular sales reports and presentations.