Michael Willard
Rapid City,SD
Summary
Dynamic executive with a proven track record at Steam Cleaning Specialists, driving substantial business growth through strategic visioning and operational excellence. Renowned for building strong client relationships and fostering a positive work culture, I excel in decision-making and inspiring teams to achieve exceptional results.
My phone and customer skills are top notch from my earlier years and training at Premier Bankcard and also at Midco Call Center. I'm highly adaptable and reliable, excelling in dynamic environments. This makes me a hardworking and passionate job seeker with strong organizational skills eager to secure an entry-level position. I'm ready to help your teams achieve company goals.
I am an experienced executive prepared for leadership roles with strong focus on strategic vision, operational excellence, and driving growth. Expertise in team collaboration, navigating complex challenges, and delivering impactful results. Skilled in financial management, strategic planning, and stakeholder engagement.
Overview
23
23
years of professional experience
Work History
CEO
Steam Cleaning Specialists
10.2011 - 08.2025
- Ran multiple teams of technicians that specialized in the commercial steam cleaning of kitchen exhaust systems.
- Achieved company growth by implementing strategic plans and streamlining operations.
- Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Enhanced brand reputation with effective marketing campaigns and public relations efforts.
- Created a positive work culture, resulting in increased employee satisfaction and retention rates.
- Built productive relationships with industry partners and competitors to support strategic business objectives.
- Streamlined business processes, resulting in increased operational efficiency across all departments.
Collections Account Manager
Premier Bankcard
03.2004 - 09.2011
- Managed account portfolio effectively, ensuring accurate record-keeping and timely follow-ups on outstanding balances.
- Collaborated with sales and customer service teams to identify potential issues early on, preventing further escalation of delinquent accounts.
- Consistently met or exceeded monthly targets for successful collections, contributing to the overall financial health of the organization.
- Received Collector of the Quarter, Premier Performer, Quality Awards monthly.
- Trained new team members in company policies, procedures, and best practices for successful collections management.
- Developed comprehensive knowledge of relevant regulations and industry best practices to ensure compliance in all collection activities.
- Maintained strong client relationships through effective communication and empathetic negotiation skills, fostering a positive experience during difficult financial situations.
- Maintained accurate records of customer accounts, payments and payment plans.
- Negotiated settlements with customers facing financial hardship to maintain goodwill while recovering outstanding debt.
Quality Manager
Midco Call Center
03.2002 - 09.2004
- Managed and archived quality documentation and participated in internal and external quality audits.
- Conducted thorough audits to ensure adherence to industry standards and regulatory requirements, maintaining compliance consistently.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
- Improved quality processes for increased efficiency and effectiveness.
Education
Computer Networking
Southeast Technical Institute
Sioux Falls, SDGeneral Studies
Mt. Vernon High School
Mt. Vernon, SD05-2001
Skills
- Effective decision making
- Operational excellence
- Customer focus
- Strategic visioning
- Executive presence
- Inspirational leadership
- Client relationship building
- Operations management
- Business administration
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Supervised team of 10 staff members.
Languages
English
Full Professional
Timeline
CEO
Steam Cleaning Specialists
10.2011 - 08.2025
Collections Account Manager
Premier Bankcard
03.2004 - 09.2011
Quality Manager
Midco Call Center
03.2002 - 09.2004
Computer Networking
Southeast Technical Institute
General Studies
Mt. Vernon High School
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