Michael Oosting Email & Phone Number

Orlando, Fl, Us

Orlando, Fl, Us

Orlando, Florida, United States

Reporting to the manager of Operations Excellence, I oversee and support all aspects of reporting and KPI tracking within the WS Customer Success function. In addition to managing the setup of reports within the CRM and Operating Systems to facilitate efficient resource planning and performance management, the role is responsible for training team members, managing projects, and providing strategic guidance to associate analysts.During my tenure, I have had direct input, requirement gathering, planning, testing, and launching of new product and service offerings. Serving a critical role in driving key performance metrics such as productivity and customer satisfaction, while ensuring adherence to company safety policies and relevant state and regional laws and regulations. A dedication to upholding exceptional service standards, proactively addressing inquiries, optimizing system functionality, and championing the company's Core Values of being dedicated to health and safety, committed to inclusion and diversity, driven to excellence, being trustworthy and reliable, dedicated to our customers and community-focused

Orlando, Florida, United States

- Served as a subject matter expert for all things Customer Success and Willscot- Coached, trained, and developed fellow CSS both old and new- Provided coverage to territories as needed to ensure excellence in the customer experience was maintained- Reviewed, triaged, and handled escalated customer concerns- Worked with other department leadership teams to resolve conflict issues that may arise- Developed and led training for new processes and software

Orlando, Florida

• Provide administrative and liaison support to Account Executives, Branch Operations, and Transportation by way of phone and email contact with customers both external and internal. • Obtain and verify customer Lease Agreements & Renewals, Purchase Orders, Insurance documents, and serve as point of contact for these documents and their processing.• Process invoice disputes and adjustments.• Developed work group that oversees, handles and delegates web case and email-based customer contacts to ensure a timely and satisfactory resolution as measured by reporting and KPI metrics. • Serves as a resource for new and on-going training for new and current employees, developing training material, cascading information to departments, and providing troubleshooting assistance with unique customer needs and technical items.• Captained and led integration teams for company mergers, acquisitions, and new software migration.

Orlando, Fl

Reporting to the Manager of Guest Relations and VP of Marketing, coordinates communications and feedback from guests to field managers and operating partners. Oversees and aids in recovery of guest situations for both location issues and brand concerns through multiple channels. Directly assists with preparing of weekly and monthly reports for field operations to ensure recovery is being performed in timely fashion. Acts as a point of contact for other lines of business involving situations that involve guest impact and provides research data to help make business decisions. Holds responsibility for Gift Card, Coupon, and Social media inquires.

Orlando, Florida Area

• Handled 35+ daily inbound phone calls in a call center environment, providing technical assistance for customers using company website and MyDisney Experience planning service. • Diagnosed and corrected technical issues using multiple cross-platform applications, including real-time chat communications and email distribution software. • Cross-sold and upsold vacation packages and bookings while assisting with booking processes. • Collaborated with other business units to resolve guest inquiries and issues with single call, avoiding call-backs and guest dissatisfaction by providing “one call” solutions. • Was awarded Star Gala Award for two consecutive quarters, recognizing effectiveness.

Disney'S All Star Resorts

Processing guest reservations, vacation packages, ticketing fulfillment, dining reservations, transportation arrangement around and from the Walt Disney World Resort, itinerary planning. Secondary duties of processing check ins, check outs, posting adjustments and corrections, and taking payment for rooms and incidentals.

Duties include, following “The Basics”, capturing guest memories on digital camera equipment, assisting guest with selection of photos, redeeming vouchers and preparing packages, working closely with the Entertainment department, and shooting in dining areas, all while providing exemplary guest service for guest of the Walt Disney World Resort. Extra responsibilities included, assisting guest in locating and directing to points of interest in and out of the parks, maintaining a safe, clean, and fun environment for all guest in conjunction with other cast members.