MICHAEL E. POULO

• Led comprehensive strategy execution for omnichannel CXO signature experience in all assisted channels. Enhanced customer journey by providing personalized, orchestrated experiences that benefit both customers and employees. Drove modernization of platforms to deliver innovative, seamless experiences centered around customer needs. Relentlessly pursued improvements in transaction simplicity through effective channel integration.
• Directed $14+ million capital expense investment portfolio, administering onshore and offshore agile development focused on UX/UI design and continuous delivery to elevate enterprise-wide omnichannel CX offerings.
• Elevated omnichannel growth by scaling view together experience, completing over 58 million transactions and generating $24 million in direct operational cost savings
• Continuously implemented platform upgrades that minimized friction and enhanced quality metrics, resulting in 95% representative interaction score and 91% customer satisfaction score, representing a 5% increase over previous checkout processes.
• Drove agile transformation for onshore and offshore product teams, fostering a collaborative environment. Conducted quarterly big room planning sessions to define and align on OKRs. Collaborated with transformation teams, achieving 97% fly status in enterprise agile assessments. Implemented agile practices that significantly improved team maturity and productivity.
• Cultivated an AI-first environment through team training on Google Gemini and various GenAI tools, streamlining reporting processes

• Orchestrated definition of vision and strategy for Verizon's View Together service alongside channel orchestration product areas, setting operating model OKRs (objectives and key results) and cultivating overall product area culture
• Directed efforts on tier-1 CXO experience product focused on one-touch resolution and digital enablement, managing 11.6 million tickets and deflecting 10.6 million customer calls
• Provided staff leadership as Chief of Staff within Verizon Consumer Group to optimize organizational effectiveness. Coordinated executive communication processes and managed meeting cadences for senior leaders. Led preparations for board meetings to support informed decision-making. Promoted alignment across teams to strengthen customer experience strategies.
• Provided cohesive digital-first experiences to streamline customer interactions and refine call routing, facilitating omnichannel customer journey transformation.
• Orchestrated complex enterprise migration of contextual messaging (live tiles/feed cards) from legacy systems to omni Pega platform harnessing adaptive decision manager to strengthen omnichannel personalization.

• Served as the digital focus lead for the Customer Engagement Team, managing business transformation initiatives that impacted the call center desktop.
• Drove requirements and execution for Life on Fios 2.0, Optix Automated Notes, Amazon Alexa/Google Home DIY integrations, and Chatbot enhancements to reduce handle times and modernize rep capabilities.
• Drove customer digital engagement by integrating a personalized shared digital experience with CX and the call center agent experience.

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 an enhanced client experience and personalized next-gen digital product solutions to over 7 million customers and 3,000 financial advisors.
• 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 18-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).