Michelle Zhang
About Michelle Zhang
Michelle Zhang serves as the Lead Client Service Specialist at Thomson Reuters, where she has worked since 2011. With a background in computer science and extensive experience in client support and product improvement, she collaborates with global stakeholders to enhance user experience and resolve client issues.
Current Role as Lead Client Service Specialist
Michelle Zhang has served as the Lead Client Service Specialist at Thomson Reuters since 2011. In this role, she collaborates with worldwide stakeholders, including product teams, development, technical support, project management, account management, and sales, to resolve client issues. She provides after-sales technical support for global clients during Asia working hours, utilizing both phone and email communication. Additionally, she drives process and product improvements to enhance support efficiency and user experience.
Experience at Thomson Reuters
Michelle Zhang has a significant tenure at Thomson Reuters, having worked there for over 13 years. Prior to her current role, she held the position of Senior QA from 2009 to 2011 and also worked as a QA from 2006 to 2008. During her time in these roles, she contributed to quality assurance processes and was instrumental in expanding the live client base onto the TRTN service. Her extensive experience at the company has equipped her with a deep understanding of client needs and service delivery.
Educational Background in Computer Science
Michelle Zhang holds a Master’s degree in Computer Science from Beihang University, where she studied from 2003 to 2006. Prior to that, she earned a Bachelor’s degree in Computer Science and Technology from the University of Science and Technology Beijing, studying from 1999 to 2003. Her educational background has provided her with a strong foundation in technical skills and knowledge relevant to her roles in client service and support.
Training and Knowledge Base Development
In her current position, Michelle Zhang is responsible for creating and maintaining a knowledge base to facilitate TRTN support work. She also builds and delivers training on TRTN products and components to both internal and external audiences. This initiative ensures that stakeholders are well-informed and equipped to utilize the services effectively, enhancing overall client satisfaction.