Michelle F.
Senior Client Experience Specialist
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Michelle F. is a dedicated Client Experience Specialist with over a decade of experience in the FinTech and financial services sectors. She has honed her skills in customer success and client relationship management, serving prominent organizations like Atlassian and JP Morgan Chase & Co. Michelle excels in managing the entire client journey, from onboarding to retention, and is adept in delivering personalized support across multiple communication channels, consistently achieving high customer satisfaction and SLA performance. At Atlassian Philippines, she efficiently managed up to 30 daily inquiries, maintaining 95-100% SLA compliance and resolving 90% of escalated concerns. Her tenure at JP Morgan Chase included coaching roles that significantly increased quality assurance scores and operational efficiency. Across her roles, Michelle has effectively enhanced client experience through cross-functional collaboration and precise documentation in CRM systems. Her proficiency in fraud operations and technical support further underscores her comprehensive skills in delivering exceptional client service.
Experience
Customer Advocate
Atlassian Philippines · 2024 — 2026Managed customer support processes across phone, email, and chat, addressing 25–30 inquiries daily while achieving 95–100% SLA compliance. Offered tailored support for billing, licensing, and product-related queries, resulting in 90%+ customer satisfaction. Effectively resolved 90% of escalated issues through proactive communication and problem-solving strategies. Worked with internal teams to enhance service consistency and decrease average resolution times by 15%. Ensured accurate maintenance of customer records within internal systems for streamlined support. Provided technical guidance that led to a 20% reduction in repeat contacts.Associate (Promotion)
JP Morgan Chase & Co. · 2020 — 2024Facilitated training programs that emphasized communication and service excellence to support customer experience initiatives. Mentored 10–15 team members, leading to a 20% improvement in quality assurance scores and a 15% decrease in escalations. Collaborated with operations leaders to pinpoint process gaps and implement enhancements that increased customer experience metrics by 20%. Supervised operational KPIs and service performance to bolster efficiency and client satisfaction. Contributed to maintaining service consistency while supporting long-term client relationship goals.Fraud Specialist
JP Morgan Chase & Co. · 2016 — 2020Provided high-quality support in a fast-paced financial services environment, managing over 60 inquiries daily. Investigated and resolved intricate fraud and account issues with a 98% case accuracy rate. Established trust with clients through professional and empathetic communication. Collaborated with various internal departments to ensure timely issue resolution and a 30% reduction in callbacks. Maintained precise client records and documentation according to internal protocols.Tier II Technical Support
SykesAsia Inc. (Foundever) · 2009 — 2016Delivered multi-channel technical and account support, sustaining a customer satisfaction score of over 90%. Assisted customers with troubleshooting and onboarding processes that improved first-contact resolution rates by 25%. Handled high-volume queues of 70+ inquiries daily while ensuring timely and professional communication. Coordinated efforts with field teams and internal departments to ensure effective service resolution.
Skills & Expertise
Education
- Bachelor of Science in PsychologyUniversity of San Carlos · — — 2016