Michelle O.
Senior Technical Support Engineer
Open to offersNew to PlatformAbout
Michelle O. is a seasoned Tier 2 Support Engineer and Learning & Development professional with over 18 years of robust experience in SaaS, e-commerce, insurance, and customer service sectors. At Extensiv, she provided advanced technical support for a global e-commerce order management platform, becoming the primary contact for complex issues and working closely with engineering and product teams. Her tenure involved detailed technical troubleshooting, root cause analysis, and improving support documentation. Previously, as an Associate Training Manager at Tech Mahindra, Michelle designed comprehensive training programs and facilitated alignment with international stakeholders for the H&M account. Her role as a Training Manager at BL SIA saw her driving company-wide training initiatives and business improvement efforts. At QBE, she supported systems training for significant migrations, while her time at AIG involved leading training for over 200 claims professionals. Across her roles, Michelle has demonstrated proficiency in instructional design, training curriculum development, and stakeholder collaboration to elevate service standards and operational efficiency.
Experience
TIER 2 SUPPORT ENGINEER
Extensiv · 2020 — 2026Investigated complex issues related to inventory synchronization, order management, and account configuration. Conducted root cause analysis and technical troubleshooting for significant customer problems. Created detailed Jira tickets for Engineering review, including diagnostics and replication steps. Managed critical escalations, ensuring effective communication and customer confidence. Enhanced support documentation and educated customers on product features and best practices. Maintained in-depth product knowledge across various platform integrations and provided advanced technical support for Extensiv’s Order Management platform.ASSOCIATE TRAINING MANAGER
Tech Mahindra - H&M Account · 2019 — 2020Designed comprehensive training curricula encompassing customer service and warehouse operations. Developed a range of instructional materials, including facilitator guides and assessments. Conducted governance meetings with stakeholders in multiple locations. Delivered instructor-led training and performed Training Needs Analysis to identify learning opportunities. Represented the Philippine Learning & Development team in Edinburgh for the H&M account launch, aligning training strategies with client expectations.TRAINING MANAGER
BL SIA · 2018 — 2019Developed and implemented training programs company-wide while partnering with the LEAN Team on improvements. Created engaging training materials for supply chain processes and led initiatives for organizational development.SYSTEMS TRAINER
QBE · 2017 — 2018Supported the migration from NICE to Verint by developing systems training curriculum. Facilitated technical training sessions and evaluated trainee performance.Senior Claims Process Training Supervisor / Instructional Designer
AIG Shared Services · 2010 — 2017Led Learning & Development initiatives for over 200 Claims professionals across 59 Lines of Business. Participated in an international assignment to assist with knowledge transfer and process migration. Designed training materials and conducted training needs assessments, in addition to delivering process training to Claims Trainers.PHONE BANKER / Fraud Analyst
HSBC · 2008 — 2010Provided banking support and conducted fraud analysis while ensuring account security.
Photos
Interested in this professional?
Sign in as an employer to save this profile or invite Michelle O. to a job.
Sign in as an employer