Michelle Strode
About Michelle Strode
Current Role at Overstock
Michelle Strode currently serves as a Customer Care Supervisor at Overstock.com, a position she has held since 2020. In this role, she oversees customer care operations and conducts weekly coaching sessions to enhance agent performance. Her leadership focuses on identifying agent strengths and creating improvement plans for areas needing development. Strode's efforts contribute to maintaining high Net Promoter Scores (NPS), reflecting customer satisfaction and loyalty.
Previous Experience at Overstock
Prior to her current role, Michelle Strode worked at Overstock.com in various capacities. She served as a Customer Care Solutions Specialist from 2017 to 2018 and as a Solutions Support Specialist from 2018 to 2020. During her tenure, she gained valuable experience in customer care processes and supported the development of her peers. Strode implemented a Queue Captain program aimed at preparing high-performing agents for growth opportunities within the organization.
Education and Training
Michelle Strode studied at Grays Harbor College, where she achieved a degree in Human Resources Management and Services. Her educational background provides her with a solid foundation in managing personnel and enhancing team dynamics, which she applies in her current supervisory role.
Technical Skills and Expertise
Michelle Strode possesses extensive experience with various customer care and communication platforms. She is proficient in Salesforce, Nice-InContact, Workday, Slack, Office 360, ServiceNow, Zoom, MicroStrategy, and Strengthsfinder. This technical expertise enables her to effectively manage customer interactions and support her team in achieving operational goals.
Coaching and Development Initiatives
In her role as Customer Care Supervisor, Michelle Strode conducts weekly team meetings to reinforce understanding of processes and procedures. She utilizes diverse methods to engage her team and ensure clarity in their roles. Her focus on coaching and development is evident in her commitment to training agents on process updates and fostering an environment of continuous improvement.