Michelle Turner

Inquirer
DISC Type : cd

Head of Service Management at Giacom

Chatham, England, United Kingdom

Overview

Michelle is a customer-centric leader with over 15 years of experience in service management and customer success, primarily in the SaaS and telecommunications industries. She focuses on turning strategy into action to improve processes and lead engaged teams. People who have worked with her describe her as organized, hardworking, and caring.

Outside of her direct responsibilities, Michelle shows a strong commitment to the wellbeing of her colleagues and professional network. She is a certified Mental Health First Aider and actively uses her connections to support former coworkers in their careers, demonstrating a people-first approach.

Unique fact: Michelle is also a Certified Fire Marshall.

Personality Overview

Demanding

ROI Conscious

Hard To Convince

They focus on objectivity in a pitch and pay little attention to bells and whistles.  They respond well to confident salespeople. They don’t always try to control the conversation but neither do they like yielding it fully.

Topics They Care About

Customer Experience
As a certified CX Professional, her entire career has focused on improving the customer journey, managing relationships, and ensuring high standards of service are met.
Service Management
Her current role as Head of Service Management at Giacom involves leading a team to support the company's largest customers and minimize churn.
Team Leadership
She has extensive experience managing teams within operations, focusing on resolving issues, developing staff, and fostering a collaborative, high-performance environment.

Media Appearances

Michelle has no verified media appearances

Work History

10-2021
Head of Service Management at Giacom
6-2019 - 9-2021
Head of Customer Success at Giacom
3-2016 - 5-2019
Account Manager at Giacom
11-2006 - 3-2008
Security Screening Analyst at AIM Ltd
4-2004 - 7-2006
Receptionist at Electrocomponents Plc

Education

Professional Diploma in CX from The CX Academy
2013 - 2013
Adobe Illustrator CS6 from Certitec - Adobe Authorised Training

More Information

Social Presence :

Prographics :

Exp : 14 Location : Chatham, England, United Kingdom Job Level : Mid-senior Designation : Head of Service Management at Giacom
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Insights For Selling To Michelle

During A Call Or A Meeting

DO's

  • Be crisp while making the pitch
  • Tell them that you are there to help them create visible impact within their organization
  • Make sure that they have the necessary authority, they could present false stature sometimes

DONT's

  • Refrain from asking too many questions
  • Don’t try to be an alpha salesperson, give them equal space
  • Don't try too hard to get friendly, let it happen with time

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Michelle is

  • Confidence in the product plays an important role, followed by powerful testimonials.
  • Will you ever get a clear answer from Michelle

  • They might hesitate a little, but they will say no if they are not convinced.

Insights For Deal Planning

    How fast (or slow) will Michelle move?

  • Their decision making speed is somewhere in the middle.
  • Can Michelle take some risk or not?

  • Once they have analyzed the pros and cons, they can take some risks.

You And Michelle

Personality Compatibility


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