Michael Wilkins Email & Phone Number

Texas, United States

New York

Oversee onboarding process along with workforce management planning and forecasting for all supported lines of business. Lead strategy for the development and delivery of long-range, short-range, and real-time capacity management to all the customer interactive/customer supporting functions (inbound calls, outbound calls, chat, email, asynchronous messaging, escalations, and back office).

Allen, Texas, United States

Develop and oversee the overall strategy and execution for building and staffing the WFM (Workforce Management) team from the ground up (forecasting, planning and real time teams) including justification, approval, hiring, training, leadership and development. • Review capacity plans and scheduling restrictions for both union and vended environments for over 2200 FTE’s globally.• Define and communicate the role, strategy and expectations of WFM operations across our entire organization. • Develop forecasts across all lines of business inclusive of 550k + calls a month.• Work in collaboration with business (internal and external), finance, and human resources teams to develop and execute robust workforce strategy to proactively address resource gaps. • Serve as the liaison between business transformation initiatives, finance, operations, and vendor partners.• Monitor global call volume arrival patterns and corresponding KPI’s (CIQ, LCW, AHT and SL) in real time to make staffing decisions on workload allocations across internal sites and vended populations. • Utilize analytics and reporting to develop and propose more efficient IVR and skill-based call routing strategies.• Provide daily operational status updates with performance metrics to Senior Leadership and other key stakeholders.• Organize appropriate plan of action for intra-day operations, business continuity planning (BCP) and other high impact events.• Maintain budget and expense oversight of approximately $22 million. • Work directly with business units, including the Legal and Compliance Department, to conduct gap analysis, establish implementation and remediation plans (as applicable) for upcoming legal and regulatory changes

Dallas/Fort Worth Area

Managed and led the Customer Service contact center, overseeing staffing, training, performance metrics and the development of policies and procedures for approximately 350 FTE’s (10 Supervisors, 20 Sr Reps, 320+ agents).• Spearheaded the strategic planning, development and implementation of new processes and technology enhancements (like speech analytics) to improve efficiencies, optimize operations and increase customer satisfaction.• Managed the Nissan Financial Compliance Risk Assessment program for Customer Service. Developed strategy to effectively manage risk and provide governance on regulatory matters.• Provided subject matter expertise (including operation recommendations) to the Consumer Financial Protection Bureau (CFPB) audit response team and serve as the lead Privacy/Compliance Operations contact for Customer Service.• Deployed JD Power Voice of the Customer (VOC) survey across an Omni Channel contact center and implemented procedures that increased our survey scores by 17%.• Analyzed and resolved complex internal and external customer issues.• Developed and updated staffing models, agent scorecards, training and desk manuals, QM forms, and company policies/procedures.• Prepared and managed department budget ($4.5 million).• Provided leadership, coaching, guidance, training, career counseling, and staff development. Oversaw new hire selection process, performance appraisals, transfers and promotions.• Improved the call center routing logic (thru self-service enhancements and technology upgrades) resulting in a 37% SL lift and 19% reduction in AHT.• Established and assessed annual performance goals and allocated resources accordingly to meet KPI goals.

Greater Nashville Area, Tn

Served as project lead, overseeing multiple technology implementations and upgrades thru capturing business requirements and translating them into operational strategies to create effective contact center solutions. Additionally had direct responsibility for overseeing vendors.• Monitored and managed BPO vendors delivery of Statement of Work (SOW), quality metrics and other key KPI’s.• Developed and implemented Nissan North America’s (NNA) customer handling and concern resolution experience, establishing vendor processes and procedures to ensure customer satisfaction and internal metrics were met.• Utilized business operations data to conduct enterprise-wide Business/Executive Reviews and presentations with BPO vendor partners to drive continuous improvements and cost savings.• Operated as the central point of contact for vendor escalations, providing timely resolutions, alternate solutions and effective risk mitigation plans.• Led the digital transformation initiative thru Salesforce CRM tool deployment and served as local administrator, enhancing operational efficiency and productivity.• Drove the successful launch of multiple contact centers (onshore and offshore) from ideation to execution, leveraging my expertise in business requirements development, operations strategy, technology deployment and training to improve customer satisfaction and optimize operation efficiency.• Enhanced the IVR call flow to improve the customer experience, resulting in an 18% lift in our Voice of the Customer survey scores and higher customer satisfaction.• Collaborated closely with key dealership personnel and regional field staff to resolve complex customer inquiries.• Functioned as the primary contact (liaison) between business unit, global WFM, IT Core team and Vendor.• Provided direct oversight for the Vehicle Connected Services (VCS) team, managing case handling via live chat, email and phone.

Greater Detroit Area