Michael Wilkins

Frisco, Texas ***** ~ 615-***-**** ~ adii3c@r.postjobfree.com

Qualifications Profile

Highly accomplished Sr Manager/Executive level Call Center, Automotive and Lending Finance Professional with extensive experience in operations management, project management and data analysis. Decisive leader with proven success in maximizing revenue, increasing retention, and identifying growth opportunities. Skilled at developing and executing strategy used to place the organization on a strong operational foundation in terms of service delivered and operational efficiency. Adept in performing within dynamically changing environments requiring focused decision-making. Instrumental in leading complex outsourcing relationships across a wide range of hierarchies.

AREAS OF EXPERTISE

Leadership Development

Training / Team Building

Change Management

Data Analysis

Employee Engagement

Project / Budget Management

Vendor Sourcing/Relations

Capacity Planning

Process Improvement

Contact Center Operations

Performance Management

Technology Implementation

Professional Background

Frontier Communications – Allen, TX

Director, Resource Management (2020 – Present)

Directly responsible for building/staffing the WFM team from the ground up (forecasting, planning and real time teams) including justification, approval, hiring, training and developing all initial team members

Review capacity plans and scheduling restrictions for both union and vended environments for over 2200 FTE’s globally

Define and communicate the role, strategy and expectations of WFM operations across our entire organization

Responsible for the development of forecasts across all lines of business inclusive of 550k + calls a month

Work in collaboration with business (internal and external), finance, and human resources teams to develop and execute robust workforce strategy to proactively address resource gaps

Serve as the liaison between business transformation initiatives, finance, operations and vendor partners

Monitor global call volume arrival patterns and corresponding KPI’s (CIQ, LCW, AHT and SL) in real time to make staffing decisions on workload allocations across internal sites and vended populations

Utilize analytics and reporting to develop and propose more efficient IVR and skill based call routing strategies

Provide daily operational status updates with performance metrics to Senior Leadership and other key stakeholders

Organize appropriate plan of actions for intra-day operations for BCP (business continuity planning) and other high impact events

Maintain budget and expense oversight of over $22 million

Nissan Motor Acceptance Corporation (NMAC) – Irving, TX

Manager Consumer Communications (2016 – 2020)

Directly responsible for the overall call center performance inclusive of staffing, training, performance metrics and policy/procedure development for over 350 FTE’s (10 Supervisors, 20 Sr Reps, 320+ agents)

Spearhead the strategic planning, development and the implementation of new processes and technology

Analyze and resolve complex internal and external customer issues

Develop and update staffing models, training and desk manuals, quality standards, and company policies/procedures

Prepare and manage department budget ($4.5 million)

Provide leadership, coaching, guidance, training, career counseling, and staff development

Oversee new hire selection process, merit increases, transfers and promotions

Redesigned call center routing logic which resulted in a 37% SL lift and 19% reduction in AHT

Establish and assess annual performance goals and allocate resources accordingly to meet internal and external KPIs

Perform adhoc training for a number of different initiatives (new products, technology upgrades, recalls and campaigns, etc.)

Nissan North America (NNA) – Nashville, TN

Manager Operations Support (2006 – 2016)

Successfully implemented Salesforce CRM tool across the department and was responsible for local SF administration

Consistently worked with key dealership personnel and regional field staff to resolve complex customer inquiries

Defined NNA’s customer handling and concern resolution experience, including vendor processes and procedures

Conducted data analysis of our call arrival patterns which resulted in a 13% increase in the accuracy of our long term forecasting methodology

Monitored and managed Vendors delivery of Statement of Work (SOW), contractual obligations and vital procedures

Analyzed business operations data and led enterprise wide Business and Executive Reviews with vendor partners

Enhanced the IVR to be more customer focused resulting in an 18% lift in our Voice of the Customer survey scores

Served as the critical communication link (liaison) between business unit, global WFM, IT Core team and Vendor

Direct oversite for the Vehicle Connected Services team that oversaw case handling via live chat, email and phone

General Motors – Detroit, MI

Workforce Operations Manager (2004 – 2006)

Managed the WFM Intra-Day Management team for OnStar’s four Global Contact Centers

Performed long and short term forecasting and capacity planning for multiple call centers (totaling over 1200+ FTE’s)

Created and implemented new processes and procedures within each Contact Center

Medsolutions – Franklin, TN

Director of Workforce Management (2003 – 2004)

Responsible for forecasting call volumes, analyzing historical call volume and capacity planning for over 300 FTE’s

Created and analyzed reports to determine call center productivity and compliance to service level requirements

Trained, assigned and directed daily workload to WFM Analysts

Sitel (formerly ClientLogic) – Nashville, TN

Operations Senior Analyst (2002 – 2004)

Investigated, analyzed and assessed call volumes trends, service level goals and productivity

Performed real-time monitoring and follow defined escalation path on staffing decisions for over 22 different clients

Communicated with Operation and Service Level Managers daily assessing forecast, service level goals and productivity

Education

Masters of Business Administration

University of Phoenix – Dallas, TX (2022)

Bachelor of Science – Psychology

Tennessee State University – Nashville, TN (1998)

Technical Skills

Aspect, eWFM, Jobvite, Pega, Spotfire, Salesforce, Tableau, Workday, Siebel, Cisco (CUIC), Business Objects, Verint Workforce Optimization (Workforce Management, Quality Management, Speech Analytics), JD Power VoC Survey, Nuance, Radian6, SAP, Interactive Intelligence, Siemens Openscape Manager, Unify, Reporter and Administrator, Nice, AT&T Business Direct, Lucent GS, DSA, Avaya CMS, Inova LightLink DataMate, TCS, IEX, Blue Pumpkin, CC Pulse, Aspect Director and Administrator, Report Runner, Info Becon, RTA, Microsoft Office Suite, People Soft CRM

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