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Michael White

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Intro
Yambol, Bulgaria
Customer Success Manager at Tek Experts
Joined December 2, 2021

Skills

Languages

English
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Native or Bilingual
Spanish
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Intermediate
About
Forward-thinking professional with knowledge in account management sales, training and complaints handling. I have consistently demonstrated an ability to work autonomously within a high-pressure environment, both individually and as part of a team. Understanding of handling priority and VIP customers, providing the required high level of service. Over the past 10 years, I have worked in many different fields and industries in customer-based and management roles in the UK, Spain, China and Bulgaria.
Experience
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Tek Experts
Jan 2021 – Present
Sofia Bulgaria
Customer Success Manager
As my time in Asia came to an end I decided to move closer to family. I am currently working as CSM on SaaS for MicroFocus. My primary responsibility is ensuring our customers succeed with our products and get the most out of their investment with us. Daily tasks include account mapping, identifying risks through usage trends, customer meetings and creating and managing mitigation plans. As part of my KPIs, I'm targeted on lead generation where through active listening during meetings and also reviewing usage charts I can recommend solutions that best fit the customer's needs.
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Winner
Jan 2019 – Jan 2021
Fuzhou China
Customer Support Team Leader
During my time in this position, I ensured that all service points were covered by my team, on high-volume occasions I would assist in pure and simple customer service, from answering frequently asked questions to solving the most complicated incidents, also keeping in mind logistics processes. This meant using multiple different platforms to complete all tasks involved with our services, tracking my team's KPI and analysing the daily workflow. I also provide services as a consultant, helping brands and companies to identify their problems, objectives and solutions.
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AXA
Jan 2016 – Jan 2019
Barcelona Spain
Performance coach/trainer and concierge
When I joined the company I began as a front office agent answering incoming calls, however, I was quickly moved to the complaints team. I would go on to work in many different roles within the company but in my final role, I was given the opportunity to be part of the coaching team, where I took new recruits through our training program whilst also providing support and additional coaching to experienced agents. Some of my other tasks would include creating training material, writing colleague assessments, taking team meetings and floor walking for additional support.
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DLG
Jan 2012 – Jan 2016
Ipswich UK
Sales executive and customer service
I started off my career as a customer service consultant in motor insurance, dealing with amendments to existing policies across multiple brands. I learnt to deal efficiently with a high number of calls while making all customers aware of the products we offer, I never missed an opportunity to upsell and generate more business. I later moved to a retention department, where my role was to keep customers loyal to the brands we offer and stop customers from cancelling their policies. This was more of a sales environment where I thrived, I really enjoy working with targets and pushing myself to always improve.
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