Michael Contreras

Managed budget oversight through contract negotiations and collaboration with the superintendent, finance committee, and town administrator, using Microsoft Excel to track spending and keeping annual expenditures within the committee’s financial guidelines.
Formulated and revised district policies in partnership with MASC and neighboring school districts, leveraging Google Suite to gather stakeholder feedback; the new policies improved program effectiveness and aligned with organizational goals.
Organized town-hall events that strengthened partnerships with local organizations and resulted in a 30% increase in volunteer participation.
Advocated for student needs by promoting equitable access to resources and support services, ensuring more students received timely and effective assistance.
Led stakeholder meetings using Microsoft Teams and shared dashboards to coordinate project actions, resulting in the on-time completion of three major initiatives and improved collaboration across departments.
Led strategic planning sessions that defined organizational objectives and charted actionable pathways for success.

Drove operational efficiency by administering interdepartmental tooling and integrating core systems (Zendesk, Jira, Salesforce), resulting in a 42% reduction in time spent on each support ticket.
Led all crisis communication via StatusPage and provided timely Root Cause Analysis (RCA) reports, successfully reducing inbound ticket volume during outages by 50%.
Provided personalized support and managed escalations for high-churn-risk accounts over three months, using Zendesk ticket queues, custom macros, and regular check-ins to retain accounts, raise customer satisfaction by resolving issues, and rebuild strong client relationships that led to renewal commitments.
Developed clear performance and decision-support reports using Zendesk and Jira, helping managers make strategic decisions and run more efficient departmental meetings.
Designed and delivered onboarding training for new entry-level and specialist support staff using Google Suite and Stonly, covering ticket handling, system navigation, and step-by-step workflow processes, which reduced ramp-up time by 20% and improved team accuracy.

Managed a high-volume queue of 50+ daily customer inquiries via Zendesk and Intercom, maintaining a consistent 95% CSAT (Customer Satisfaction) score.
Delivered multi-channel support across phone and email, ensuring all initial responses met a strict 1-hour SLA (Service Level Agreement).
Diagnosed and resolved complex iOS-specific mobile issues-including crash-on-launch, sync errors, and API timeouts across various iPhone models and iOS versions-restoring app functionality and improving customer satisfaction.
Educated users on mobile best practices, such as cache management and OS updates, resulting in a 15% decrease in recurring mobile support tickets.

Spearheaded technical onboarding and training for new real estate agents and brokers, became a product expert to create FAQ help-center content, and delivered customized education via Salesforce, which helped new users become productive faster and improved overall satisfaction.
Optimized the client experience by investigating, triaging, and filing technical bugs for the engineering team in JIRA, providing immediate workarounds to maintain client productivity, and assisting with basic CSS customization for their websites when needed.
Managed critical client integrations by coordinating with various MLS organizations to secure approval for displaying local listings, directly ensuring legal compliance and broadening the displayed inventory for real estate agent and broker websites.

Led an 8-person Customer Service team using Jira and Zendesk to track performance, fostering a collaborative culture that achieved 95% team member retention and consistently met SLA targets.
Authored and regularly updated SOPs and procedural guides in Confluence, incorporating Figma mockups, which clarified processes and increased agent adherence to company standards.
Managed high-volume customer inquiries via email, chat, phone, and social media, and created self-service articles in the Zendesk Help Center, which reduced ticket volume and improved first-contact resolution.
Analyzed response time, resolution rate, and CSAT metrics and delivered performance reports to C-suite executives and department heads, helping them prioritize improvements and raise customer satisfaction.

Solved customer inquiries via email, phone, and social media using Zendesk, reducing response time and improving satisfaction.
Provided support for 12 products in an unordered ticket queue using Zendesk Suite, ensuring issues were addressed promptly.
Created help center articles in English and Spanish with Zendesk, helping customers find answers without contacting support.
Advocated for customers by analyzing issue trends with Atlassian Suite and Zendesk, and suggested process and product improvements that enhanced service quality.
Provided training on internal tools (Atlassian Suite, Zendesk) and product knowledge to new and existing agents, helping them onboard faster and improve first-call resolution.