Director Of Guest And Membership Care
Current
Jan 2024 - Present
AeroLeads people directory · profile
Michael Mcwilliams Email & Phone Number
Director of Guest and Membership Care
at
Omni Hotels & Resorts
1 work email found
@fiserv.com
LinkedIn matched
✓ Verified July 2026
4 data sources
Profile completeness 100%
Current company
Role
Director of Guest and Membership Care
Location
Omaha Metropolitan Area, United States
Who is Michael Mcwilliams? Overview
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Quick answer
Michael Mcwilliams is listed as Director of Guest and Membership Care at Omni Hotels & Resorts, based in Omaha Metropolitan Area, United States. AeroLeads shows a work email signal at fiserv.com and a matched LinkedIn profile for Michael Mcwilliams.
Michael Mcwilliams previously worked as Manager, Card Services at Fiserv and Board Treasurer at Iare - International Association Of Reservation Executives. Michael Mcwilliams holds Pursuing Bachelor'S Degree, Business Administration And Management, General from Brigham Young University - Idaho.
Company email context
Email format at Omni Hotels & Resorts
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{first}.{last}@fiserv.com
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AeroLeads found 1 current-domain work email signal for Michael Mcwilliams. Compare company email patterns before reaching out.
Profile bio
About Michael Mcwilliams
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.
Listed skills include Leadership, Team Building, International Business, Public Speaking, and 36 others.
Current workplace
Michael Mcwilliams's current company
Company context helps verify the profile and gives searchers a useful next step.
Omni Hotels & Resorts
Website
AeroLeads page
9 roles
Michael Mcwilliams work experience
A career timeline built from the work history available for this profile.
Manager, Card Services
Apr 2023 - Jan 2024
Board Treasurer
-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.
Dec 2021 - Oct 2022
Director-Contact Center Operations, Americas
-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.
Mar 2020 - Oct 2022
Business Relationship Manager
-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.
Oct 2019 - Mar 2020
Operations Manager, Reservation Sales And Customer Care
-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.
Sep 2007 - Oct 2019
Achievement Auditor
-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.
Dec 2004 - Sep 2007
Sales And Development Supervisor
-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.
Oct 2000 - Dec 2004
Sales Representative
-Exceeded sales goals and recognized for leadership potential.
May 2000 - Oct 2000
Team & coworkers
Colleagues at Omni Hotels & Resorts
Other employees you can reach at hotels.com. View company contacts →
EM
Eliyas Mekonnen
Colleague at Omni Hotels & ResortsRichardson, Texas, United States
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KK
Katie Kirby
Colleague at Omni Hotels & ResortsWashington, District Of Columbia, United States
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FC
Fernando Carranza
Colleague at Omni Hotels & ResortsSimi Valley, California, United States
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JS
Jonathan Sudler
Colleague at Omni Hotels & ResortsDouglasville, Georgia, United States
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BD
Becky Diaz
Colleague at Omni Hotels & ResortsMckinney, Texas, United States
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RC
Robyn Champion
Colleague at Omni Hotels & ResortsAtlanta, Georgia, United States
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RT
Rico Thompson
Colleague at Omni Hotels & ResortsIndianapolis, Indiana, United States
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MR
Mark Rodriguez
Colleague at Omni Hotels & ResortsAustin, Texas, United States
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AH
Ali Halabi
Colleague at Omni Hotels & ResortsDallas, Texas, United States
View →
KA
Kevin Austin
Colleague at Omni Hotels & ResortsHouston, Texas, United States
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Eliyas Mekonnen
Colleague at Omni Hotels & ResortsRichardson, Texas, United States
View →
KK
Katie Kirby
Colleague at Omni Hotels & ResortsWashington, District Of Columbia, United States
View →
FC
Fernando Carranza
Colleague at Omni Hotels & ResortsSimi Valley, California, United States
View →
JS
Jonathan Sudler
Colleague at Omni Hotels & ResortsDouglasville, Georgia, United States
View →
BD
Becky Diaz
Colleague at Omni Hotels & ResortsMckinney, Texas, United States
View →
RC
Robyn Champion
Colleague at Omni Hotels & ResortsAtlanta, Georgia, United States
View →
RT
Rico Thompson
Colleague at Omni Hotels & ResortsIndianapolis, Indiana, United States
View →
MR
Mark Rodriguez
Colleague at Omni Hotels & ResortsAustin, Texas, United States
View →
AH
Ali Halabi
Colleague at Omni Hotels & ResortsDallas, Texas, United States
View →
KA
Kevin Austin
Colleague at Omni Hotels & ResortsHouston, Texas, United States
View →
1 education record
Michael Mcwilliams education
-
Brigham Young University - Idaho
FAQ
Frequently asked questions about Michael Mcwilliams
Quick answers generated from the profile data available on this page.
What company does Michael Mcwilliams work for?
Michael Mcwilliams works for Omni Hotels & Resorts.
What is Michael Mcwilliams's role at Omni Hotels & Resorts?
Michael Mcwilliams is listed as Director of Guest and Membership Care at Omni Hotels & Resorts.
What is Michael Mcwilliams's email address?
AeroLeads has found 1 work email signal at @fiserv.com for Michael Mcwilliams at Omni Hotels & Resorts.
Where is Michael Mcwilliams based?
Michael Mcwilliams is based in Omaha Metropolitan Area, United States while working with Omni Hotels & Resorts.
What companies has Michael Mcwilliams worked for?
Michael Mcwilliams has worked for Omni Hotels & Resorts, Fiserv, Iare - International Association Of Reservation Executives, and Radisson Hotel Group Americas.
Who are Michael Mcwilliams's colleagues at Omni Hotels & Resorts?
Michael Mcwilliams's colleagues at Omni Hotels & Resorts include Eliyas Mekonnen, Katie Kirby, Fernando Carranza, Jonathan Sudler, and Becky Diaz.
How can I contact Michael Mcwilliams?
You can use AeroLeads to view verified contact signals for Michael Mcwilliams at Omni Hotels & Resorts, including work email, phone, and LinkedIn data when available.
What schools did Michael Mcwilliams attend?
Michael Mcwilliams holds Pursuing Bachelor'S Degree, Business Administration And Management, General from Brigham Young University - Idaho.
What skills is Michael Mcwilliams known for?
Michael Mcwilliams is listed with skills including Leadership, Team Building, International Business, Public Speaking, Employee Engagement, Incentive Programs, Non Profit Volunteering, and Revenue And Profit Growth.
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