A results-driven Customer Experience Manager with over 18 years of expertise, Michael excels at driving transformative improvements in customer satisfaction across diverse industries.
He has a proven ability to elevate Net Promoter Scores and Customer Satisfaction by fostering customer-centric cultures and empowering teams with innovative contact systems, advanced automations, Al, and personalized service strategies.
Key achievements include:
- Spearheading self-service initiatives that reduced customer contacts by 25%.
- Establishing and leading high-performing and collaborative local and off-shore teams.
- Contributing to company recognition through industry awards for 'Most Trusted Provider' and 'Most Innovative Provider.'
Michael is passionate about leveraging technology and people leadership to create exceptional customer journeys and deliver tangible business results.More...