Summary
Overview
Work History
Education
Skills
AWARDS & RECOGNITION
Timeline
Generic

MICHAEL WILLIS

Aiken

Summary

Operations leader with over 20 years of experience in driving performance and workforce accountability in high-volume environments. Successfully enhanced operational efficiency and reduced turnover by 10–15% through structured coaching and development of cross-functional teams. Recognized for aligning workforce strategies with business objectives while promoting a culture of safety and continuous improvement.

Overview

23
23
years of professional experience

Work History

Operations Leadership Coach

T-Mobile
Augusta
01.2023 - 04.2026
  • Established structured coaching frameworks that increased leadership consistency and performance outcomes.
  • Collaborated with leadership to identify performance gaps and implement targeted improvement plans.
  • Provided strategic coaching to frontline leaders and employees, enhancing operational performance accountability.
  • Reinforced accountability and performance standards alongside operations leadership to drive consistent outcomes.
  • Promoted a culture of ownership, discipline, and continuous improvement across teams.
  • Promoted a culture of ownership and continuous improvement across teams, enhancing employee engagement and operational effectiveness.

Customer Experience Operations

T-Mobile
Augusta
01.2003 - 04.2026
  • Coached frontline leaders and employees to enhance performance accountability and engagement. Implemented structured coaching frameworks improving leadership consistency and operational results. Collaborated with operations leaders to identify performance gaps and establish accountability standards. Led organizational change initiatives that maintained productivity and improved employee engagement.
  • Completed day-to-day duties accurately and efficiently.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Team Manager (Operations Leadership)

T-Mobile
Augusta
01.2020 - 01.2023
  • Led multi-level operational teams in a fast-paced, performance-driven environment with responsibility for execution, workforce performance, and business outcomes. Managed 4 frontline leaders overseeing 40+ employees.
  • Directed daily operations to ensure alignment with performance targets, quality standards, and organizational priorities
  • Strengthened accountability systems through performance management, coaching, development planning that enhanced team ownership and engagement
  • Enhanced employee engagement and retention strategies, contributing to 10–15% reduction in turnover
  • Ensured operational consistency and stability during organizational transformation and process changes to support team effectiveness
  • Recognized for delivering sustained operational results and leadership impact

Operations Leadership Coach

T-Mobile
Augusta
01.2018 - 01.2020
  • Delivered targeted leadership coaching, enhancing performance and accountability of operational teams, fostering readiness for advancement.
  • Guided leaders in managing complex employee performance issues, ensuring effective corrective actions and clear improvement plans.
  • Strengthened leadership effectiveness through structured feedback and development strategies, aligning team goals with operational objectives.
  • Reinforced consistency in operational execution and workforce accountability

Senior Trainer (Workforce Development)

T-Mobile
Augusta
01.2015 - 01.2018
  • Directed development and delivery of training programs enhancing workforce readiness, operational performance, and leadership capability.
  • Designed and implemented onboarding and leadership development programs aligned with operational requirements
  • Reduced employee ramp-up time by 15–20% through structured training improvements
  • Collaborated with operations leadership to align training strategy with performance objectives, ensuring effective workforce development.
  • Mentored training staff, fostering skills development and contributing to enterprise-wide learning initiatives.

Trainer

T-Mobile
Augusta
01.2005 - 01.2015
  • Delivered training programs to improve workforce development and ensure operational consistency.
  • Facilitated onboarding and performance-based training to enhance productivity and quality outcomes.
  • Enhanced workforce readiness through structured learning methods and effective delivery.
  • Recognized for effectiveness in training and contributions to team performance.

Assistant Trainer / Frontline Operations Specialist

T-Mobile
Augusta
01.2003 - 01.2005
  • Promoted for strong performance and demonstrated leadership in high-performance operational environment.
  • Surpassed productivity and quality benchmarks while achieving operational objectives.
  • Facilitated training sessions for staff to enhance skills

Education

Bachelor of Social Work (BSW) -

University of Central Missouri
Warrensburg, MO

Skills

  • Operational leadership
  • Operational safety
  • Workforce training
  • Workforce development
  • Change management
  • Operational strategy
  • Continuous improvement
  • Team motivation
  • Cross-functional collaboration
  • Safety culture and compliance

AWARDS & RECOGNITION

Winner's Circle Award — 2× Recipient, Top Performer of the Month — Multiple Awards, Recognized for leadership excellence, coaching effectiveness, and sustained operational performance

Timeline

Operations Leadership Coach

T-Mobile
01.2023 - 04.2026

Team Manager (Operations Leadership)

T-Mobile
01.2020 - 01.2023

Operations Leadership Coach

T-Mobile
01.2018 - 01.2020

Senior Trainer (Workforce Development)

T-Mobile
01.2015 - 01.2018

Trainer

T-Mobile
01.2005 - 01.2015

Customer Experience Operations

T-Mobile
01.2003 - 04.2026

Assistant Trainer / Frontline Operations Specialist

T-Mobile
01.2003 - 01.2005

Bachelor of Social Work (BSW) -

University of Central Missouri

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MICHAEL WILLIS