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Mike Williams

@mikewilliams

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Service-oriented leader with extensive experience in driving customer satisfaction.

Philippines

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I'm a passionate and results-oriented professional with over 20 years of experience in various fields, including customer service leadership, training, content creation, and even audio/video production! This diverse background allows me to bring a unique perspective and a blend of skills to the table.

Whether it's leading a team, crafting engaging content, or resolving complex customer issues, I thrive in collaborative environments where I can leverage my expertise to achieve success. My focus is always on exceeding expectations, fostering positive relationships, and driving growth. I'm confident that my proven track record of success in customer service, combined with my adaptability and strong communication skills, would make me a valuable asset to your team.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

Hospitable, Inc.

Jul 2022 - Sep 2023 (1 year 2 months)

Led training for new hires, ensuring smooth integration into the technical support team. Achieved a 90% CSAT score by resolving 150 tickets weekly. Actively participated in the recruitment process through group interviews.

Customer Onboarding Client Relationship Management Training Database Administration Continuous Improvement Resilience

Customer Success Team Lead

TestGorilla

Jan 2021 - Jun 2022 (1 year 5 months)

Managed onboarding and coached a team of 6, leading to company growth from 100 to over 3,000 paying customers. Oversaw customer transition between pricing models, enhanced cross-functional communication, and reduced inbound tickets by 12% through Chatbot development.

Client Relationship Management Cross Functional Communication Lifelong Learning Time Management HubSpot Intercom

ICT Training Officer

South Eastern Health and Social Care Trust

Jan 2018 - Jan 2020 (2 years)

Key role in enhancing staff skills through ICT training in various settings. Co-authored training materials for Maxims mental health app, achieving 83% delivery rate to staff. Specialized in mobile technology training to boost productivity.

Training Continuous Improvement Time Management HubSpot Zendesk Google Suite Jira

Assistant Branch Manager

Carphone Warehouse

Oct 2010 - Apr 2014 (3 years 6 months)

Recognized for exceeding targets with a performance level of 120% for four months. Led the team to top 10 in the region by fostering a culture of continuous learning and exceptional customer service.

Leadership Sales Excellence Customer Service Learning Resilience Time Management