Michael Willis Email & Phone Number

Las Vegas, Nevada, United States

Negotiated o behalf of the debtor for the Consumer Protection Division. Interacted with the opposing council to come to agreement on debts that were in litigation.

Las Vegas, Nevada, United States

• Interacted with customers via live chats, E-mails and over the phone.
• Answered product questions and assisted with site navigation.
• Assisted with logistical issues.
• Processed refunds and returns.
• Contacted manufacturers on behalf of the company and customer to resolve issue. interacted with customers via live chats, E-mails and over the phone.
• Contacted manufacturers on behalf of the company and customer to resolve issue.

Salt Lake City Metropolitan Area

• Managed complaints for Private Bank and high net worth clientele
• Review and assess each complaint for regulatory and/or ethical concerns
• Provided written and verbal acknowledgements, extension notifications and resolutions,
• Collaborated with clients, relationship teams and leadership in various functions to address concerns.

South Jordan, Utah, United States

• Verified Documents for dollar amount and quantity.
• Maintained a spreadsheet tracking the weeks orders.
• Broke down costs between postage and production
• Generated and mailed out invoices.

• Worked in a client facing role and resolved operational problems.
• Managed and negotiated with internal and external organizations.
• Monitoring KPIs across several technologies and implementing action plans when needed.
• Served as an escalation point of contact for all service matters to ensure customer satisfaction.
• Lead efforts to escalate across internal groups to resolve issues impacting customer service.
• Resolved business problems and escalated issues by working closely within and across teams.

United States

• Made manual corrections to the billing system
• Interpreted and implemented SOA’s and MSA’s into multiple systems.
• Verified that contracts were drafted according to company guidelines
• Audited adjustment requests from other departments.
• Calculated and entered complex adjustments including taxes and surcharges
• Over 99% approval rate for requested adjustments.

• 97%+ accuracy and deadline KPI achievement
• Responsible for resolving escalated issues and/or unique or complex requests from customers. Monitored daily workflow and ensured that correct procedures are followed. Identified system and workflow improvements to.

Managed inbound team for call center, made sure that ASA, AHT and quality goals were met consistently, assisted reps when needed and assisted my employee's with meeting their goals on quality and quantity.