Michelle Rock

 Michelle Rock Professional Summary Customer Experience & Digital Marketing Leader with 13+ years of diverse experience across customer support, team leadership, digital marketing strategy, account management, and corporate training. As Director of Customer Support at Creactive Inc & BaaDigi, I lead cross-functional teams, handling everything from support operations to SEO strategy and Facebook Ads. Known for combining empathy-driven support strategies with data-led marketing initiatives, I bridge the gap between brand experience and operational excellence. My experience spans B2B/B2C client handling, campaign execution, process improvement, and high-touch customer retention—making me uniquely positioned to grow customer relationships while driving revenue. A certified Voice, Accent, and Behavioral Trainer, I’m also passionate about developing talent, creating scalable support systems, and aligning teams around customer success. Core Competencies • Customer Experience Strategy • Team Leadership & Coaching • Digital Marketing (SEO, Facebook Ads, Google Local Services Ads, GBP Management.) Understanding and use of SEO tools such as SEMrush, BrightLocal, WordPress, SEO plugins, Google Search Console, Google Business Profile, and Google Analytics.) • Client Account Management • CRM & ERP Systems (Salesforce, NetSuite, Zendesk, Gohighlevel, Asana, Zoho) • Voice & Accent / Behavioral Training • Technical Support & Escalations • Content Strategy & Social Media Management • Process Documentation & Reporting Professional Experience Creactive Inc & BaaDigi Director – Customer Support Feb 2018 – Present | Bangalore (Remote & Hybrid) • Lead and mentor a team of 15+ across support, billing, content, and social media • Own and manage the full customer support lifecycle, delivering exceptional service across email, chat, phone, and social media platforms • Oversaw the end-to-end customer experience function while collaborating closely with marketing and creative teams • Designed customer retention strategies through proactive communication and CRM optimization • Spearheaded content calendars, editorial strategy, and SEO planning to enhance organic reach • Managed paid media efforts, including Facebook Ad setup, optimization, and performance reviews • Implemented support workflows, ticket handling protocols, and team training initiatives • Regularly coordinated cross-departmental initiatives with design, tech, and sales teams Final Quadrant Solutions Vendor Recruitment & Logistics Support Sept 2017 – Feb 2018 • Managed sourcing, onboarding, and coordination of vendors and contractors • Provided backend support for logistics, order fulfillment, and scheduling Intelligent Life Inc. / Athena Promo / Flash Drive Line Inside Sales & Key Account Manager Mar 2016 – Apr 2017 • Managed full-cycle B2B order processing for promotional products • Built strong relationships with distributor clients such as INWK and Proforma • Tracked margins, processed payments, and handled documentation in ERP systems • Re-engaged dormant accounts and contributed to customer retention IBM Ltd. Lead Voice & Accent Trainer Apr 2014 – Oct 2014 • Led Voice & Accent training sessions and refreshers for technical support agents • Designed training programs based on call audits and business needs • Collaborated with operations to align training outcomes with quality benchmarks Freelance Training & Writing 2012 – 2014 • Conducted corporate soft skills and communication workshops • Delivered grammar, behavioral, and accent training for small businesses and BPOs The Hive Healthcare Recruiter May 2011 – May 2012 • Recruited candidates for U.S.-based healthcare providers • Conducted CORI checks, reference verifications, and interview scheduling Absolute Computech / Navya Technologies Team Lead & Anti-Fraud Administrator Dec 2008 – Jun 2011 • Supervised a technical support team and managed anti-fraud monitoring • Led weekly training sessions and monthly performance reviews Evolv Management Services Voice & Accent Trainer Jun 2008 – Dec 2008 • Delivered training on communication skills, pronunciation, and soft skills • Certified by IBM, Infosys, and Accenture for quality in delivery AOL Member Services Technical Support & Training Assistant Jul 2003 – Aug 2006 • Provided frontline tech support and assisted in new hire training • Coordinated with team leads to ensure customer satisfaction metrics were met Education ICFAI University Bachelor of Business Administration (BBA) 2013 | First Class (69%) Specialization: Human Resource Management & Organizational Behavior Mount Carmel College 2nd PUC – HEPyS (History, Economics, Psychology, Sociology) 2003 | First Class (72%) St. Charles High School ICSE Board – Class X 2000 | First Class (62%) Certifications • Certified Technical Writer – Systems Domain (2013) • Certified Voice & Accent and Behavioral Trainer – IBM, Infosys, Accenture Technical Proficiencies • CRM/ERP Tools: Salesforce, NetSuite, Zendesk, GoHighLevel, Zoho • Office Tools: Microsoft Word, Excel, PowerPoint, Asana • Digital Marketing: Facebook Ads Management, SEO tools, Google Adwords, Google local services, SEMRush, Google Analytics, Yext, Canva, Unbounce, Madgicx, Perplexity, Oneup, Twilio, Bing Dashboard, Google business platform, GoHighLevel, BrightLocal, WordPress, SEO plugins, Google Search Console, Google Business Profile, and Google Analytics.