Michelle N.
Benefits Implementation Operations Manager @Gusto
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WORK HISTORY
Benefits Implementation Operations Manager @Gusto
I empower and enable onboarding advocates to deliver on Gusto\'s customer promises!Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto has offices in Denver, San Francisco, and New York serving more than businesses nation wide.
EDUCATION
California State University - East Bay
Bachelor of Science - BS, Business Administration, Management and Operations
UC Berkeley Extension
Project Management
Irvine Valley College
Associate of Arts and Sciences (A.A.S.), Engineering, Education
UC Irvine
Human Resources Management/Personnel Administration, General
Golden West College
Business Administration, Business Administration, Management and Operations
ABOUT MICHELLE N.
As a customer-centric leader with expertise in building scalable resolutions, high-performing teams, and client-facing best practices I am a humble and resourceful service strategist with the ability to build and retain valuable customer relationships. The standard operating procedures (SOPs) that I design and implement expedite workflows, interconnect teams, and reduce process error, both internal and customer-facing alike. I have transferable skills essential to any business environment including astute communications, consensus-building, finance management, purchasing, and process development. Leveraging innate leadership and customer-focused expertise I can attain and drive both company and client success. My career foundation is comprised of process troubleshooting and new opportunity development, and I am adept at using integrated solutions to influence high-performance teams, drive collaborative problem-solving, and promote established policies and procedures. Highlights Operations management tenure leading workflows, directing cross-functional teams, and improving the client experience. Internal and external program and event management leading end-to-end project management including all party communications. Devised account plans, long-term goals, and client strategies while concurrently capitalizing on new opportunities using excellent written, verbal, and interpersonal communication skills. Technical skills including Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); Types 100 WPM and skilled in client consulting, business data analytics, and new solutions development and implementation. Continuous Improvement Service Excellence Relationship Management Renewals/Satisfaction & Retention Performance Tracking Team Management (25+ Persons) Account Optimization Customer Experience Management Key Performance Indicators (KPIs) Client Outreach & Communication De-Escalation & Conflict Resolution
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