Michelle Woodbury

About Michelle Woodbury

Passionate about designing and delivering a best in class customer experience strategy that supports increased customer satisfaction. Accomplished communicator with strong presentation and planning skills. Collaborative and compassionate leader with proven experience building highly successful cross-functional global teams.Professional Skills: Program/Project ManagementCustomer Experience Support Community – design, launch and promotionService model transformationBusiness process improvementEmployee hiring / Behavioral based interviewing Strategic planning Virtual Team facilitation and development Leadership development Technical Skills:Salesforce Administration - Knowledge and ExperienceSAP/Litmos LMS AdministrationSharePoint AdministrationSitecore AdministrationQualtrics SurveysMicrosoft Office (Word, PowerPoint, Excel, Outlook)Microsoft Teams

Experience

1. Knowledge and Community Manager - Global Customer Experience

   ECI Software Solutions

   Mar 2021 — Present · Dallas-Fort Worth, TX, US

   Customer Experience Strategy: Lead the redesign strategy of the customer experience support portal. Focussed on increasing customer satisfaction by creating a layered and diverse support strategy through chat, forums and enhanced search capabilities. Utilize Salesforce Service, Knowledge and Experience Cloud tools- Collaboration: Work with internal resources and/or third-party contractors to define and estimate technical solutions using best practices- Project Management: Collaborate with multiple business groups to gather requirements and set project goals. Ensure that project schedule and timeline is in alignment with business and implementation processes and goals to meet project deadlines- Training: Demonstrate and provide training on customer experience portal features, business challenges and solutions to internal and external stakeholders. Utilize knowledge building, knowledge sharing and knowledge management skills to promote a sharing and learning culture- Process improvement: Lead initiatives through the disciplined use of technology solutions, facilitate discussion of process alternatives to arrive at best practices, and manage the development and modification of new and existing content

Education

• Meredith College

  Bachelor of Science - BS