Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Michael Planelles Moreno

West Palm Beach

Summary

Results-driven Customer Experience Specialist with over 10 years of experience enhancing customer satisfaction, leading service teams, and streamlining support operations. Skilled in customer relationship management, conflict resolution, and process optimization. Proven track record in improving customer retention, building high-performing teams, and delivering world-class service. Seeking to leverage leadership skills and service expertise to contribute to a dynamic, growth-focused company.

Overview

11
11
years of professional experience

Work History

Customer Service Supervisor

GLD
06.2023 - Current
  • Lead a team of customer service agents, providing guidance, support, and training to optimize performance.
  • Regularly update and maintain the FAQ and knowledge base to ensure accurate, accessible information for customers and agents.
  • Handle escalated customer inquiries via live chat, email, and phone, ensuring timely and satisfactory resolutions.
  • Collaborate with product and operations teams to identify customer pain points and propose actionable solutions.
  • Monitor KPIs including response time, CSAT scores, and ticket resolution rates to continuously improve service quality.
  • Streamline internal workflows and implement best practices to boost team productivity and customer satisfaction.

Customer Experience Manager

AT&T Communications corp.
06.2014 - 03.2021
  • Managed a portfolio of customer accounts, delivering proactive support, resolving escalations, and aligning services with client success goals to drive loyalty and growth.
  • Analyzed customer engagement metrics and generated actionable reports, identifying trends, gaps, and opportunities to enhance the overall customer journey.
  • Initiated development of customer loyalty initiatives that strengthened brand engagement, improved retention, and increased customer lifetime value.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.

Education

Bachelor of Science - Health Sciences

Cambridge College
Delray Beach, Fl
05.2022

Skills

  • Customer experience enhancement
  • Customer loyalty development
  • Operational efficiency enhancement
  • Customer-oriented mindset
  • Strategic solution development
  • Cross-functional collaboration
  • Team coaching
  • Complaint resolution
  • Employee schedule management

Languages

English
Spanish

Timeline

Customer Service Supervisor

GLD
06.2023 - Current

Customer Experience Manager

AT&T Communications corp.
06.2014 - 03.2021

Bachelor of Science - Health Sciences

Cambridge College

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Michael Planelles Moreno