Michael Mcwilliams Email and Phone Number
Michael Mcwilliams work email
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Michael Mcwilliams personal email
Over 20 years as a proven Contact Center Leader recognized for improving productivity, efficiency, and engagement and retention of teams. Resourceful, resilient, and adaptable, I have shown my ability to lead teams to adapt to everchanging customer and business needs and drive performance through insights from data and input from key stakeholders. I am honored to receive such positive recommendations from other respected and capable leaders and colleagues I have worked with and for over the years and invite you to visit my LinkedIn profile recommendations to read more!I love to travel and experience new places and do outdoor activities. I like to laugh and find humor in life. My mantra is "We'll figure it out, we always do" which speaks to resilience, resourcefulness, and confidence in my and my team's skills. Volunteering in professional organizations, as a Scoutmaster, student mentor, in my church, and other community efforts show that service is important to me personally and professionally.
Omni Hotels & Resorts
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- hotels.com
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Director Of Guest And Membership CareOmni Hotels & Resorts Jan 2024 - PresentDallas, Tx, Us
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Manager, Card ServicesFiserv Apr 2023 - Jan 2024Milwaukee, Wisconsin, Us -
Board TreasurerIare - International Association Of Reservation Executives Dec 2021 - Oct 2022Omaha, Nebraska, Us-Elected by industry peers to serve on board of travel industry contact center association known for leadership development and networking between other contact center leaders and vendors.-Currently serving as Board Treasurer responsible for monitoring and reporting financial well being of organization. -
Director-Contact Center Operations, AmericasRadisson Hotel Group Americas Mar 2020 - Oct 2022St Louis Park, Minnesota, Us-Leading team of professionals with responsibilities and expertise in Workforce Management, Quality and Performance Management, B2B Sales and Support, Vendor Management, Data Analysis, and Escalated Issue Resolution.-Ensured smooth transition of contact center systems, processes, and team members during company split into two separate regional companies while complying with strict government restrictions. Our team completed all necessary transition work within short deadlines and during a pandemic which caused great disruption to our normal business activities, on time and under budget. -
Business Relationship ManagerRadisson Hotel Group Americas Oct 2019 - Mar 2020St Louis Park, Minnesota, Us-Managed relationship with offshore outsource partner to ensure delivery of contact center services which met or exceeded agreed to Service Level Agreements.-Introduced new tier of service for Radisson call forwarding program. ResAdvantage, with cloud-based Radisson-supported IVR, resulted in growth in revenue contribution by our brand for our hotels, improved call answering rates, and maximized revenue through upselling and improved sales conversion. Launched in 2020, this program now is responsible for over 68% of our contact center volume and enjoys over 95% retention of franchisees who choose to pay for this service.
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Operations Manager, Reservation Sales And Customer CareRadisson Hotel Group Americas Sep 2007 - Oct 2019St Louis Park, Minnesota, Us-Redefined quality program to create efficient and productive sales process and empower customer care associates to deescalate and resolve complaints and drive engagement in our loyalty program.-Developed strong leadership skills of my team of front line leaders in performance management, data analysis, team engagement, and career development.-Created and administered effective incentive programs, contact center reporting, and forecasts to drive contact center KPIs.
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Achievement AuditorRadisson Hotel Group Americas Dec 2004 - Sep 2007St Louis Park, Minnesota, Us-Managed team of 2nd level support specialists responsible for hotel and agent support.-Created forecasting and data analysis tools to assist in performance management, incentive programs, and cost reduction activities.
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Sales And Development SupervisorRadisson Hotel Group Americas Oct 2000 - Dec 2004St Louis Park, Minnesota, Us-Supervised and coached a team of front-line sales agents, recognized for high sales performance and engagement.-Developed my own leadership and coaching styles and other skills which allowed me to grow contribution to my team and organization.
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Sales RepresentativeRadisson Hotel Group Americas May 2000 - Oct 2000St Louis Park, Minnesota, Us-Exceeded sales goals and recognized for leadership potential.
Michael Mcwilliams Skills
Michael Mcwilliams Education Details
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Brigham Young University - IdahoGeneral
Frequently Asked Questions about Michael Mcwilliams
What company does Michael Mcwilliams work for?
Michael Mcwilliams works for Omni Hotels & Resorts
What is Michael Mcwilliams's role at the current company?
Michael Mcwilliams's current role is Contact Center Leader | Coach | Strategy | Operations | Process Improvement | Vendor Management | Data Analytics | NICE InContact CXOne | Tableau.
What is Michael Mcwilliams's email address?
Michael Mcwilliams's email address is mi****@****els.com
What schools did Michael Mcwilliams attend?
Michael Mcwilliams attended Brigham Young University - Idaho.
What skills is Michael Mcwilliams known for?
Michael Mcwilliams has skills like Leadership, Team Building, International Business, Public Speaking, Employee Engagement, Incentive Programs, Non Profit Volunteering, Revenue And Profit Growth, Sales, Reporting And Analysis, Networking, People Development.
Who are Michael Mcwilliams's colleagues?
Michael Mcwilliams's colleagues are Tuyet N., Meredith Fain, Cody Abney, Ben Adams, Jason Perez, David Kanters, Lisa (Camolli) Jungk.
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