Michael Pawlak
Livonia,MI
Summary
IoT thought leader and visionary operations executive, highly skilled in leveraging analytics, technology, and automation to achieve service excellence, drive efficiencies, and improve operational processes. Expert at harnessing the power of data, AI and Decision Science to understand consumer behaviors and guide interaction journeys to create exceptional experiences that improve loyalty and LTV. Expert at leveraging machine data, AI and decision science to enhance machine performance, reduce outage risk, and drive down maintenance costs. Accomplished resource optimization advisor who thrives on leading transformation initiatives that revolutionize businesses.
Overview
28
28
years of professional experience
Work History
Chief Operating Officer/Co-founder
IoTSymphony Inc.
01.2020 - 01.2024
- Mentored team members by sharing knowledge, offering guidance, and providing constructive feedback; fostering a culture of continuous learning and development within the organization.
- Developed requirements and directed the development of an IoT software solution that included Data Extraction and Transformation, Complex Business Rules, AI, ML, Analytics, Decision Science, and Automation
- Negotiated contracts and agreements to secure favorable terms and maximize profits.
- Established and governed the Technical Advisory Board
- Developed policies around diversity, inclusion, corporate culture, and company brand.
Principal Industry Consultant
SAS Institute
01.2015 - 02.2020
- Conducted in-depth market research to identify potential areas of growth for clients within their respective industries.
- Led sales support on six global telco account wins of more than $1M each
- Led strategic industry initiatives generating $12M revenue growth over 5-years
- Managed multiple projects simultaneously while maintaining high levels of attention to detail and quality control.
Senior Industry Consultant
SAS Institute
01.2007 - 01.2015
- Developed comprehensive reports highlighting industry strengths, weaknesses, opportunities, and threats for client understanding and action.
- Generated a 165% growth in sales revenue via thought leadership and customer engagement expertise
- Developed marketing and sales strategies for Customer Engagement and Call Center opportunities
- Expert in Resource Demand Prediction and Operations Optimization.
Product Manager (Concurrent)
SAS Institute
01.2009 - 01.2013
- Developed requirements for a Contact Center Analytic solution at SAS, resulting in improved demand planning forecast accuracy by 10% - 15%, reduced inbound call volume by 8% - 12%, reduced resource planning processes by over 80%, and reduced OPEX by an average of 2%.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Led strategic partner and early adopter programs.
Network Operations Manager
Verizon Wireless
01.1996 - 01.2007
- Led the launch of three (3) multi-million-dollar MVNO accounts,
- Implemented PNI auto-recycle program saving $200K annually, and returned 500,000 resources to NANPA
- Completed 1.1M sub migration 2 months early and $800,000 under budget
- Implemented a web-based, automated reporting system that reduced manual processing by 50%
- Implemented IVR configuration strategies that reduced call volume by over 10%
- Developed the first VZW automated mobile-pay solution (#PMT).
Education
BS/BA - Finance
Central Michigan University
Mount Pleasant, MISkills
- Operations Management
- Cross-Functional Teamwork
- Strategic Planning
- Process Improvement
- Executive Leadership
- Contract Negotiation
- Performance Management
- Cost savings and reduction
- Operations Oversight
- Change Management
- Leadership and People Development
Affiliations
- AWS Business Council - Detroit
- TM Forum - international communications industry association
- Central Michigan University alumni
Timeline
Chief Operating Officer/Co-founder
IoTSymphony Inc.
01.2020 - 01.2024
Principal Industry Consultant
SAS Institute
01.2015 - 02.2020
Product Manager (Concurrent)
SAS Institute
01.2009 - 01.2013
Senior Industry Consultant
SAS Institute
01.2007 - 01.2015
Network Operations Manager
Verizon Wireless
01.1996 - 01.2007
BS/BA - Finance
Central Michigan University