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.
• 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.
• 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.

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.