Michell M. Email & Phone Number

United States

Portland, Oregon, United States

10/2019 to PRESENT Payment and Risk Mitigation Operations Manager, Consumer Cellular Inc. • Lead and manage the billing department while developing a robust, knowledgeable, and pro-active team environment. • Develop goals that complement overarching business objectives of the company and coordinate staff to continually meet and exceed goals. • Research, create and implement collections strategies to increase successful collections on outstanding debt while minimizing the company’s financial losses. • Implement collection policies and procedures to promote consistency within the department and allow the department to run smoothly.• Continually analyzing departmental progress, statistics, and sharing results with executive staff and other departments as needed. • Documented and maintained processes and procedures to assist with training.• Develop and maintain business relationships with external vendors through weekly/monthly/quarterly meetings.• Oversee and assist with the recruitment, hiring, training and evaluation of staff members to ensure enough staff members are available to handle the workload.• Coordinate activities of staff members to ensure an efficient department that supports the highest level of customer service. • Ensure the development of supervisors to effectively create a positive and motivating team environment. • Develop and continually support supervisors by setting clear expectations, observations, follow up and appreciation. • Train and support supervisors with implementation of company and departmental processes and procedures

• Assisted in development of supervisor staff to effectively create a positive and motivating team environment. • Developed and provided continual support to the supervisor staff through setting clear expectations, observation, follow up and appreciation. • Monitored supervisors’ team performances to ensure department goals are being met and training needs identified. • Identified, recommended, and supported the implementation of various programs for the improvement of the Billing Department processes.• Assisted Billing Manager with various operational tasks and acted as the backup when absent. • Responsible for the day-to-day operation of the Billing and Fraud team, and ensuring all departmental communications (telephones, emails) are handled appropriately, the management of workforce management, resolving escalated customer issues, working closely with the Billing teams and management to ensure all documentation and adherence to company policies and procedures are followed.

• Responsible for the day-to-day operation of the collections team, and ensuring all departmental communications (telephones, emails) are handled appropriately, resolving escalated customer issues, working closely with the Billing team, and providing coaching to ensure, adherence to company policies and procedures are followed. • Distributed workload to billing and fraud specialist team; monitored and reviewed performance. • Monitored and analyzed productivity of billing and fraud specialists; generated reports based on analysis. • Assisted customers over the phone and via email courteously, accurately, and efficiently.

• Maintained the day-to-day operation of a Customer Service team including supervision of staff. • Ensured all communications (telephones, emails,) directed to the Customer Service Center were handled appropriately. • Also responsible for resolving escalated customer issues and providing feedback when appropriate to the leadership team and working close with a team and providing coaching to ensure adherence to company policies and procedures are met by the staff.

• Provided service to customers courteously, accurately, and efficiently. • Communicated with customers via written correspondence, and inbound or outbound calls. • Handled customer service requests while ensuring customer retention and satisfaction. • Managed sales of new or additional services, billing, and account research, assisting with service or equipment issues, dispute resolution, port activations, and equipment, or service changes. • Maintained knowledge of commonly used concepts, practices, technology, and procedures within the cellular industry.

Diploma, Ag Business, 12

Activities and Societies: FFA

High School Diploma, Agricultural Business And Management