Customer Service Supervisor

Michelle Wilhelm

Frederick, MD, 240-***-****, ************@*****.***, linkedin.com/in/michelle-wilhelm MANAGEMENT

Highly qualified Manager specializing in operational management and strategic project planning, consistently delivering impactful results. Expertise in driving efficiency and cost savings, exemplified by the development of successful BCP initiatives that achieved significant annual savings. Proven ability to enhance team performance through effective communication and collaboration, promoting a culture of innovation and accountability. Skilled in navigating complex challenges and implementing process improvements that elevate operational efficiency and client satisfaction. Committed to delivering exceptional results in fast-paced environments while maintaining a focus on continuous improvement. SKILLS

● Leadership

● Effective Time Management

● Problem Solving

● Collaboration

● Detail Oriented

● Communication Skills

● Strategic Project Planning

● Customer Service

● Adaptability

● Microsoft Office & Google Workspace

EMPLOYMENT HISTORY

Global Payments, Hagerstown, MD Oct 2009-June 2025 Project Manager Aug 2024 - June 2025

Leveraged analytical thinking, problem-solving abilities, and strategic planning to implement initiatives successfully, within milestones, and budget-compliant project execution.

● Developed, managed, and executed company BCP initiative.

● Facilitated cross-training and load sharing among teams to enhance operational efficiency.

● Shifted dispute investigations from the US to the Philippines without increasing headcount, achieving a savings of $8M.

● Awarded the Global Payments 2025 BRAVO+ Award for Accountability and Excellence.

● Partnered with IT and Operations to collect and analyze data based on functionality, productivity, enhancements, cost, and gap analysis to facilitate informed, profitable decision on dispute system migration.

Senior Operations Manager Jan 2016 - Aug 2024

Recruited, trained, and managed on-site and remote teams handling fraud and non-fraud disputes, ensuring quality performance standards, production goals, and meeting SLA’s.

● Managed payment processing, card scheme operations, customer relationship management, and regulatory compliance and risk, supporting both issuing and acquiring banks in the financial industry.

● Fostered a positive work culture that emphasized collaboration, open communication and professional development.

Michelle Wilhelm ************@*****.*** Page 2

Senior Operations Manager - Continued Jan 2016 - Aug 2024

● Streamlined manual processes to enhance operational efficiency through elimination and automation, Increasing production volume three times while significantly reducing errors.

● Documented specifications to improve DiMS dispute system functionality.

● Conducted comprehensive reviews of existing workflows to identify improvement opportunities.

● Supported research, testing, implementation, and ongoing maintenance to automate indexing procedures, reducing FTE's from 15 to 4.

● Developed and implemented a process reducing thousands of weekly returned mail, achieving an annual savings exceeding $100K from just one major client alone. Associate Operations Manager Oct 2009 - Dec 2015

Recruited, trained, and managed a team of 22 employees to establish a new business segment in our office focused on recovering funds for issuing banks and cardholders through the credit card dispute process.

● Surpassed performance, quality, and service standards through effective oversight of daily operations.

● Defined clear expectations for staff to enhance operational efficiency.

● Cultivated strong relationships with key stakeholders, enhancing collaboration and mutual support.

ADDITIONAL PROFESSIONAL EXPERIENCE

Owner, The Little Gym, Hagerstown, MD

System Coordinator, United Healthcare, Frederick, MD EDUCATION

Bachelor of Science: Business Management, Shepherd University, Shepherdstown, WV PROFESSIONAL MEMBERSHIPS

Global Payments Women's Network 2021 - current

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