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I'm Michelle Waite, a versatile operations, support, and customer experience professional with 12+ years in regulated health care and 5+ years supporting SaaS, digital platforms, and large-scale online communities. I'm passionate about delivering calm, structured execution and measurable improvements in CSAT and retention. I excel at incident triage, workflow documentation, live operations, and cross-functional coordination across technical, clinical, and customer-facing teams, driving high-quality outcomes in high-volume environments.…I'm Michelle Waite, a versatile operations, support, and customer experience professional with 12+ years in regulated health care and 5+ years supporting SaaS, digital platforms, and large-scale online communities. I'm passionate about delivering calm, structured execution and measurable improvements in CSAT and retention. I excel at incident triage, workflow documentation, live operations, and cross-functional coordination across technical, clinical, and customer-facing teams, driving high-quality outcomes in high-volume environments.

Michelle Waite

Web Developer, Product Designer, Data Analyst, +1

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I'm Michelle Waite, a versatile operations, support, and customer experience professional with 12+ years in regulated health care and 5+ years supporting SaaS, digital platforms, and large-scale online communities. I'm passionate about delivering calm, structured execution and measurable improvements in CSAT and retention. I excel at incident triage, workflow documentation, live operations, and cross-functional coordination across technical, clinical, and customer-facing teams, driving high-quality outcomes in high-volume environments.…I'm Michelle Waite, a versatile operations, support, and customer experience professional with 12+ years in regulated health care and 5+ years supporting SaaS, digital platforms, and large-scale online communities. I'm passionate about delivering calm, structured execution and measurable improvements in CSAT and retention. I excel at incident triage, workflow documentation, live operations, and cross-functional coordination across technical, clinical, and customer-facing teams, driving high-quality outcomes in high-volume environments.

Available to hire

I’m Michelle Waite, a versatile operations, support, and customer experience professional with 12+ years in regulated health care and 5+ years supporting SaaS, digital platforms, and large-scale online communities. I’m passionate about delivering calm, structured execution and measurable improvements in CSAT and retention.

I excel at incident triage, workflow documentation, live operations, and cross-functional coordination across technical, clinical, and customer-facing teams, driving high-quality outcomes in high-volume environments.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Community, Support & Operations Manager at Gala Games / Common Ground World

June 1, 2020 - December 1, 2024

Primary point of contact for a global digital platform supporting 5,000+ daily active users. Managed high-volume real-time support via chat, email, and live sessions; triaged issues and documented outcomes. Coordinated live operations programs and events that increased daily active users by up to 6× and improved retention by +20%. Built and maintained SOPs, FAQs, onboarding flows, and release communications; captured structured user feedback and delivered actionable insights to product and engineering teams. Acted as liaison between users, moderators, and developers to resolve incidents and stabilize the platform.

Customer Success & Support Consultant at Opsgility (Microsoft Training Partner)

May 1, 2025 - June 1, 2025

Supported enterprise and SMB clients through onboarding, access troubleshooting, and live training coordination. Responded to client inquiries via email, chat, and live sessions; documented resolutions within SLA expectations. Built standardized playbooks, readiness checklists, and SOPs that reduced onboarding time by ~30%. Tracked engagement and satisfaction metrics; contributed to a +133% improvement in CSAT. Collaborated cross-functionally with instructors, customer success managers, and operations teams to ensure smooth delivery; reorganized legacy operational data to improve reporting accuracy.

AI Data Quality Reviewer (Contract) at Outlier.ai

February 1, 2024 - Present

Performed policy-based data annotation and quality review for large-scale AI training workflows. Evaluated content against detailed guidelines to ensure accuracy, consistency, and compliance; identified edge cases and quality issues; provided structured feedback to improve model outputs. Maintained confidentiality and precision in a high-volume, asynchronous review environment.

Health Care Operations & Lead Pharmacy Technician at Cancer Centers of the Carolinas / Berkshire Hematology Oncology / New York Oncology Hematology

May 1, 2009 - September 1, 2021

Supported high-volume oncology operations across multiple clinical sites for ~200 patients daily; maintained HIPAA compliance and USP 797/800 standards in accuracy-critical environments. Supported EMR/EHR implementations (iK now Med, ARIA, DoseEdge) through training, UAT, and data validation. Created and maintained operational logs, SOPs, and compliance documentation to ensure audit readiness. Trained and mentored 15+ technicians; served as a calm escalation point during high-pressure situations; participated in clinical safety committee activities focusing on compliance review, documentation accuracy, and process improvement.