Michael Willem Email & Phone Number

Glendale, Az, Us

Tempe Az

Mountain View Ca, Remote

• Consistent top performer, accounting personally for 19% of the total volume over a six-month period, accounting for 4,600+ chats with the next closest team member peaking at 3,700+ interactions.• Key member of the team dedicated to accounting professionals, raising the Voice of the Customer (VOC) Total Net Promoter Score (TNPS) from 19.9% to 73.7% over tenure with the company, causing a positive ripple effect in other products.• Provided ongoing service and support for Intuit online payroll, formerly Paycycle payroll, in a fast-paced customer support environment, including assisting small business clients in the setup of new accounts and answering general payroll questions.• Interacted with as many as 80+ customers daily via chat support, providing expertise in everything from clearing cookies on a web browser to explaining how to complete a 941 and how payroll taxes are calculated.• Collaborated cross-functionally to provide internal and external support, including working with Engineering to solve complex problems customers encountered with the system.• Leveraged an expert ability to develop relationships with accountants that use the company’s product, including highly effective communication skills to maximize account value.• Acted as team lead for customer support for major bank who supplied payroll under their own brand.

Honolulu, Hi

• Reduced shrink from 6.5% to just 1.3% over tenure with the company, implementing policies that were ultimately rolled out across the region.• Provided a welcoming and safe shopping experience for customers by maintaining building security and overall general store safety.• Observed both shoppers and employees, apprehended shoplifters, responded to emergency situations and reacted in a professional manner, always using sound judgment.• Conducted investigations of theft situations and followed through to closure, in addition to creating and maintaining records of apprehensions, interviews, witnesses, evidence and disposition of recovered merchandise.• Personally trained new staff members about Loss Prevention and Shrink, including how those key performance metrics translated into positive results for the company.• Blended loss prevention techniques with customer service, ensuring that the company met loss prevention goals without suffering reductions to service.• Made the decision to relocate security cameras as part of a larger strategic plan and new routine for securing incoming media.• Helped to drive sales by providing excellent customer service, receiving the Employee of the Month Award three months within the Loss Prevention department.