Michael A. Wilson
Louisville,KY
Summary
Dynamic Connectivity Expert at AT&T with a proven track record in stakeholder engagement and operations support. Renowned for achieving a 98% first-contact resolution rate while managing high-volume communications. Skilled in CRM data integrity and proactive problem-solving, I excel in optimizing workflows and enhancing team collaboration.
Overview
7
7
years of professional experience
Work History
Connectivity Expert
AT&T
11.2025 - Current
- Manage complex, time-sensitive communications with a 98% first-contact resolution rate, ensuring accurate documentation and leadership visibility.
- Support internal teams by capturing detailed notes, routing tasks, and coordinating follow-ups—mirroring executive support workflows.
- Build strong relationships with stakeholders through clear communication and proactive problem-solving.
- Maintain confidentiality when handling customer and account data in internal systems.
Sales Representative
Sleep Outfitters
Louisville
04.2025 - Current
- Manage scheduling, follow-ups, and CRM documentation to maintain operational accuracy for leadership reporting.
- Maintain 100% CRM data integrity, aligning with Cisco requirements for documentation precision and operational transparency.
- Support daily workflow coordination while balancing competing priorities in a fast-paced environment.
Sales Professional & Merchandising Installation Coordinator
Sleep Number
Louisville
05.2024 - 04.2025
- Coordinated installation timelines, meetings, and cross-functional communications with corporate partners and field teams.
- Organized store readiness activities and ensured alignment with launch schedules—reflecting strong project coordination skills.
- Ranked in the top 10% regionally for consistent execution, organization, and operational support.
Corporate HR & Benefits Coordinator
Jones Plastic & Engineering
Louisville
01.2022 - 05.2024
- Served as primary point of contact for 75+ monthly employee inquiries, coordinating with HR leadership to ensure timely resolutions.
- Maintained confidential personnel records, benefits documentation, and internal communications with exceptional accuracy.
- Prepared reports, tracked cases, routed information, and ensured leadership visibility—core EA responsibilities.
- Supported sensitive HR processes while safeguarding compliance and confidentiality.
Call Center Agent
Rue Gilt Groupe
Louisville
10.2018 - 04.2021
- Managed 80–100 communications daily, delivering 95%+ satisfaction while maintaining documentation accuracy.
- Recorded detailed case notes to support leadership in reporting, trends analysis, and operational improvements.
- Processed $10K+ in daily transactions with high attention to detail and adherence to compliance requirements.
Education
Bachelor of Arts - Liberal Studies, Business Administration, Accounting
University of Maine at Presque Isle
Skills
- Executive calendar management
- Inbox and logistics management
- Meeting planning and agenda preparation
- Briefing materials development
- Travel coordination
- Expense reconciliation
- Confidential document handling
- Cross-functional communication
- Stakeholder engagement
- Operations support and workflow optimization
- Reporting and documentation
- Data integrity management
- Project coordination and deadline management
- High-volume communication oversight
- Problem-solving and triage strategies
- Decision support systems
- CRM and ATS proficiency
- Productivity tools expertise
- Digital collaboration techniques
- Executive support and prioritization strategies
- Time management skills
Selected Achievements
- 98% first-contact resolution on complex inquiries (AT&T)
- 25% growth in accessory sales with 100% CRM accuracy (Sleep Outfitters)
- $1.44M extrapolated annual sales; ranked top 10% regionally (Sleep Number)
- 80–100 daily interactions with 95%+ satisfaction (Rue Gilt Groupe)
- Resolved 75+ internal inquiries monthly with confidentiality (Jones Plastic & Engineering)
Accomplishments
Who's Who Among American College Students
Timeline
Connectivity Expert
AT&T
11.2025 - Current
Sales Representative
Sleep Outfitters
04.2025 - Current
Sales Professional & Merchandising Installation Coordinator
Sleep Number
05.2024 - 04.2025
Corporate HR & Benefits Coordinator
Jones Plastic & Engineering
01.2022 - 05.2024
Call Center Agent
Rue Gilt Groupe
10.2018 - 04.2021
Bachelor of Arts - Liberal Studies, Business Administration, Accounting
University of Maine at Presque Isle