Michael Lavender Email & Phone Number

South Lake Tahoe, California, United States

Liberty Utilities provides electricity to the California side of Lake Tahoe. I managed a team of Customer Care Reps for offices in South Lake Tahoe and Tahoe Vista. I was responsible for supervising the day-to- day operations for the customer service departments in both locations. Part of my duties were to resolve customer and employee escalations, monitor workloads, as well as coach and develop team members.I drafted and conduct performance evaluations and set performance expectations and goals. I provided ongoing coaching to staff to help improve call quality scores and customer survey scores. My collection activities and experience include negotiations and settlement of past due accounts by setting up payment arraignments and providing additional resources for our customers needing assistance.

South Lake Tahoe, California, United States

I was the primary point of contact between e-commerce customers, retail vendors, and corporate partners. The objective of my position was to grow e-commerce revenue while overseeing retail order processing, vendor relations, and order fulfillment. My position required a high level of accuracy, and familiarity with gallery products.

I was responsible for developing a plan of action to increase awareness, branding and sales for automotive and powersports client groups. Generated new business and sales by exploring different promotions with existing clientele to increase sales. Provide explanations of promotions that are best suited for new and existing client's interest. Analyze and assess the risk of the promotion and calculate numbers in order to provide accurate quotes. Improved client relations with detailed explanations of quotes and contract terms of executed/bound contracts and through post event follow ups.

Reno, Nevada Area

As Finance Manager, I was responsible for offering vehicle financing and insurance. I provided a thorough explanation of aftermarket products and extended warranties. Sought out new lending institutions and maintained good working relationships to secure competitive interest rates and financing programs. I have a complete understanding, and comply with federal, state, and local lending regulations. Provided training for the sales team on finance programs, and the benefits of dealer financing and extended service programs

Reno, Nevada Area

In my role as Satisfaction Assurance Lead, I was responsible for delivering "WOW" results by reviewing incoming orders for clarity, completeness, and design aesthetics while communicating with customers and other internal departments until delivery of the order. I managed a team of twelve that I also trained, coached, and assisted with customer escalations. I was responsible for reviewing and grading quality of work, employee reviews, and scheduling for proper coverage.

Reno, Nevada Area

As General Manager, I was responsible for the acquisition and maintenance of customers by leading the sales, marketing, and merchandising efforts in a retail store setting. Duties included the supervision of Sales Manager, Customer Accounts Manager, and Delivery Team. Acted as customer counselor for all non renewed leases, and directed legal action for violation of lease agreements. Maintained proper inventory levels to increase revenue.

Truckee, Ca

As Customer Service Manager, I was responsible for all aspects of service and sales for the branch; maintained the integrity of branch operations while managing the operations staff. I performed complex customer service duties while ensuring a high level of efficiency. I worked with the Branch Manager to establish and achieve challenging sales and service for the branch. I conducted ongoing customer service, security, and technical training in the branch.

Tucson, Arizona Area

Responsible for the supervision and training of the collection department. Monitor collector queues and activities for all deliquent accounts. Ensure compliance of the FDCPA and Bankruptcy laws. Review collector's recommendations for legal and agency assignments. Minimize losses by development and implementation of collection and loss mitigation procedures. Review and approved all Charge Offs for branch.

San Bernardino, Ca

Corona, Ca

Orange, California, United States

Orange County, California Area

Greater Los Angeles Area