Employee Profile: Meet Michelle! Customer Success Rep

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Employee Profile: Meet Michelle! Customer Success Rep

By | 2017-10-23T09:38:47+00:00 September 22, 2017|Employee Engagement, Meet the Team|

Summary: This week on Meet The Team, We are pleased to present Michelle’s employee profile.

Whether it’s World of Warcraft, Final Fantasy, or figuring your way out of an escape room, our resident gamer Michelle is all in. Michelle has been at Intranet Connections since 2013, and is familiar with multiple versions of our software after having worked with customers in Support. When she returned from maternity leave, Michelle upped her game as our Client Support Rep, helping customers get more from their software by reaching out to both brand new and long-established customers with product information and how-tos.

What Is Your Role At Intranet Connections:

Customer Success Rep. That means I engage with clients to understand needs and provide best practices and resources. I collaborate with the Support team to identify organizational pain points and provide customized training to address them. Finally, I’ll implement tools (e.g. Help Center articles, webinars, videos) to assist with providing knowledge and empower our customers to self-help.

Introduction/Prior Experience:

I have been a member of our support team for the past 4 years and have recently transitioned into the Account Management team. Prior to Intranet Connections, I worked at a Video Game store, a Supervisor at the first Krispy Kreme store in BC, and as a support agent as well as a trainer at a different software company.

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How Long Have You Been Working For Intranet Connections?

4 years

What Has Been Your Favourite Project At Intranet Connections?

Assisting with creating articles for our new Help Center. It’s been a long time coming and I’m thrilled with the foundation we now have in place to help our customers find the information they’re looking for.

Which Core Value Do You Relate To The Most? Simplicity, Positivity, Integrity, Creativity or Empathy?

I think Empathy plays the most to my strength in terms of understanding what our customers are using the intranet for, what their pain points are, and working through them.

What’s One Intranet Feature You Can’t Work Without:

Our Online Forms app has so many options available. My favorite form is the employee training forms to see where knowledge gaps are. By keeping all of our forms online, we’re able to keep the training organized and searchable, so everyone at Intranet Connections is able to ask questions and find answers to their in a cinch.

What Do You Like To Do Outside Of Work?

Video games and spending time with my daughter. Attempting to train (corrupt) her in the ways of Video Games and going back to my roots of when I first got into gaming as a child. Recently, I’ve been playing a game called Overcooked on the PC with my husband while our daughter is sleeping. It’s one of the rare moments we get to game together since having her.

If you could go anywhere in the world tomorrow, where would you go and what would be the (1) most unpractical item you would bring?

Hands down, I’d go to Japan in a heartbeat. I love the culture and I’ve been a big fan of Anime for a large portion of my life. For my item, I’d bring my League of Legends Teemo hat to show I’m a geek while walking around Akihabara (Electronics area of Tokyo) which may either help me blend in or stand out, I’m fine with either!

If you have any questions or comments for Michelle, leave us a comment below!

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By | 2017-10-23T09:38:47+00:00 September 22, 2017|Employee Engagement, Meet the Team|

About the Author:

Caitlin is a strategy-driven marketing professional with over six years of experience. She is well versed in goal-driven initiatives and her efforts in digital marketing have included numerous successful marketing campaigns, building and executing social media portfolios and creative storytelling. She holds a Digital and Mobile Marketing Certificate from Simon Fraser University as well as a Bachelor of Commerce (Honours Marketing) degree from the University of Guelph. When she's not in the office, you'll find her in the mountains either skiing or hiking.

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