Michelle Cabuk

Background

About Michelle Cabuk

I’m an experienced customer service leader with a proven track record of transforming call center operations through strategic process optimization, impactful change management, and a strong focus on team development. In my previous role, I improved service levels by 40%, launched cross-training initiatives to boost team agility, and built a training and development function that accelerated resolution times and elevated customer satisfaction. Achievements: Led a 48-member service team, raising service levels by 40% through optimized staffing models, call volume forecasting, and targeted performance strategies. Championed Six Sigma initiatives to enhance service and reduce early-stage turnover by identifying root causes of attrition and improving onboarding effectiveness. Established a quality KPI benchmark of 80%, with a strategic plan to reach 90%, driving consistency through structured quality reviews and coaching. Streamlined resolution processes and boosted accountability by introducing a department-wide escalation SOP. Collaborated with Marketing and IT to equip reps with real-time updates, reducing callbacks and unresolved cases. Core Competencies: Team Leadership & People Management Cross-Functional Collaboration Coaching & Development Performance Management & Engagement Remote Team Leadership & Succession Planning Customer Experience (CX), CSAT, NPS, VOC Process Improvement & Workflow Optimization Change Management & SOP Development KPI & SLA Management Escalation & Conflict Resolution Root Cause Analysis CRM & Call Center Platforms (Zendesk, Salesforce, HubSpot) Omnichannel Support & Data-Driven Decision Making Budget Oversight & Operational Metrics Stakeholder Communication & Problem Solving