MICHAEL E. POULO

• Strategic Product Leadership: Spearheaded "View Together," an omnichannel CXO Signature Experience product across Retail, Inside Sales, and digital channels. Delivered 15.8 million transactions in 2025 (a 46% YoY improvement) and integrated new financing, payment, and premium perk capabilities.
• Cost Optimization & ROI: Achieved a 25% YoY call volume reduction by deflecting 493K calls in 2025, while dropping the 31-day Call-In Rate (CIR) by 9.2%. Projected $6.7 million in-year 2024 CapEx benefits and $5.1 million for 2025 through strict metric-driven prioritization.
• Customer & Rep Experience: Continuously improved interaction satisfaction, achieving a 94% Rep Interaction Score (RIS) and an 86% Customer Satisfaction (CSat) score in 2025.
• Agile Transformation: Led onshore and offshore Agile product teams and facilitated highly structured quarterly Big Room Planning (BRP) sessions to establish OKRs. Partnered with Agile Transformation teams to elevate the product group to a highly mature 95% "Fly" status in enterprise agile assessments.
• AI Integration: Championed an "AI-first" culture by training teams to utilize Google Gemini and other GenAI tools to streamline daily tasks, automate reporting, and simplify product workflows.
• Lead Experience Manager (2019 – 2023)

Provided deep project management leadership and oversight of teams developing and delivering financial services technologies within Prudential’s Customer Office Strategy and Planning PMO. Led large complex Fintech digitally-enabled initiatives with heavy technology requirements, while supporting strong business alignment in an agile startup culture environment.

• Led innovative fintech projects (Financial Education, Financial Wellness, and My Financial Life) from concept through deployment in an agile startup culture, bringing enhanced next-gen product solutions to customers.
• Implemented PMO operating model governance, leveraging JIRA, Confluence, and MS Project to manage dependencies and deliver operating efficiencies across the broader portfolio.
• Built strong collaborative partnerships, and led cross-functional alignment opportunities throughout enterprise, including Business Unit, Product Management, Marketing, Advertising, Legal, Development, and User Experience (UX) teams.

Provided strategic leadership, management and oversight of teams providing program management and governance for all service tools and technologies across ADP Major Accounts Service (MAS) Technology portfolio. Supported MAS strategic pillars to improve service delivery effectiveness, associate and client experience improvements, and overall service optimization strategies driving efficiencies, enabling One ADP.

• Realigned ADP's client-facing self-service Support Center website for 250K+ users, achieving over 1 million call reduction activities while applying modern Visual Design Language formatting.
• Designed and deployed the innovative Knowledge on Demand (KOD) tool with IBM mainframe integration, enabling 500+ new-hire associates to reach a ready state faster and supporting Service Recovery initiatives.
• Progressed through increasingly senior leadership roles over a 19-year tenure, ultimately driving enterprise-wide service tool deployment and global optimization.

Provided division-level leadership and sponsorship for organization. Enhanced overall client experience, drove global shoring initiatives and service model optimization efforts for Technical Services. Provided direct leadership, support and program management including all aspects of initiation, planning, execution, governance, driving efficiencies and enabling One ADP.

• Centralized a 300 FTE (US and Global) Technical Services organization into a national center of excellence, driving massive scale for call and case sharing.
• Partnered with executive leadership to execute strategic workforce planning, balancing staffing levels of onshore/offshore resources across the US, India, and the Philippines to drive cost-to-serve reductions.
• (1998-2009: Early roles at ADP included Project Manager for the Support Center and Supervisor of PC Support Services, managing Help Desk teams and enterprise webmaster strategies).