Michel Gnancalo

Operations and account management professional with 8+ years across insurance, telecom, and hospitality, resolving client disputes, tracking performance metrics, and building the dashboards leadership uses to make decisions. Comfortable with SQL fundamentals and comfortable owning a portfolio end to end — from day-to-day client contact to the reporting that shows whether things are actually working.

Personal Injury Protection Claim Specialist at State Farm (2024-10 – Present)

• Manage a high-volume caseload, catching issues early and resolving them before they become bigger problems for the claimant or the company.
• Work directly with attorneys and policyholders to keep everyone aligned on where a case stands and what happens next.
• Apply financial and legal analysis to reach fair resolutions, balancing what's right for the claimant against company risk.

Principal, Global Mobility & Asset Operations at Cozy Homes (2017-06 – Present)

• Run day-to-day operations for a hospitality portfolio generating $800,000 in revenue, tracking occupancy and guest satisfaction to keep repeat bookings up.
• Rebuilt admin processes that were eating too much time, cutting workload by roughly 40% and freeing up hours for actual client-facing work.
• Spot patterns in what's underperforming and adjust — pricing, unit type, guest experience — before it shows up as a revenue problem.

Business Strategy & Operations Consultant at Orange Côte d'Ivoire (2022-01 – 2024-07)

• Built the KPI dashboards leadership actually used to make calls on commercial performance.
• Worked across teams to find where workflows were breaking down and helped modernize them.
• Turned raw data into reporting that connected day-to-day operations back to the bigger business goals.

Payment Helpdesk Account Manager at Regus (2018-08 – 2021-11)

• Handled a high volume of international business accounts, untangling payment disputes while keeping retention high.
• Flagged upgrade opportunities when they came up naturally in client conversations, without turning every call into a sales pitch.
• Built relationships that meant clients came back to me directly instead of escalating — fewer repeat complaints, faster resolution.

Insurance Customer Service & Sales Representative at Kresti (2018-01 – 2019-08)

• Resolved customer concerns swiftly, improving satisfaction and loyalty through empathetic, solutions-first service.
• Upsold insurance products through consultative conversations, contributing to a 15% increase in monthly revenue.
• Streamlined call center processes, reducing wait times and improving team-wide efficiency.

Consulting Intern at EY / PwC (2016 – 2017)

• Conducted market research and built client-facing reports; supported new business development and networking events (EY).
• Streamlined data analysis workflows, saving clients an average of 10 hours per week on manual reporting tasks (PwC).

Bachelor of Science in Biology – University of North Texas