Michael L.

Keep your customers supported and your prospects moving toward a conversation. I help with customer service, technical troubleshooting, cold calling, lead generation, and appointment setting—with clear communication and consistent follow-through. I bring 15+ years of customer service and technical support experience, including 11+ years supporting Microsoft Surface commercial customers across APAC and ANZ. My background also includes sales development, lead qualification, and outbound outreach. Whether I’m handling a frustrated customer, investigating a device issue, or following up with a prospect, I focus on understanding what they need and keeping the next steps clear. HOW I CAN HELP YOUR TEAM • Customer Service & Case Management Phone, email, and chat support; customer inquiries and complaints; proactive updates; CRM documentation; and case ownership through resolution. • Technical Support & Help Desk Hardware, software, Windows, driver, and configuration troubleshooting; issue investigation; warranty and replacement coordination; technical documentation; and escalations. My experience includes supporting enterprise and government customers using Microsoft Surface, Surface Hub, and HoloLens, with cross-team coordination for complex cases. • Sales Development & Lead Generation Lead research, cold calling, outbound outreach, warm-lead follow-up, qualification, and appointment setting. I keep prospect records and call notes organized so your team knows what happened and what comes next. WHAT YOU CAN EXPECT Clear customer communication, thorough documentation, and dependable follow-up. I’m comfortable managing high-volume queues, following your scripts and workflows, working toward SLAs and KPIs, and handling tasks independently while keeping your team informed. Tools I’ve used include Microsoft Dynamics CRM, ServiceNow, Microsoft 365, Quick Assist, and Google Workspace. PERFORMANCE HIGHLIGHTS • 4.92 CSAT — August 2026, month-to-date • 4.69 CSAT — July 2026 • 100% Helped Resolve — against a 93% target • Top Performer recognition — Surface Hub & HoloLens Looking for help with your support queue or outbound outreach? Send me a message with what you need handled, and let’s discuss how I can support your team.