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Accomplished Senior leader in Account Management, Delivery and Operations globally in Client Relationship and Operational Oversight. This includes CCaaS, Customer Care, CX Transformation, Contact Center, Conversational A.I., and Back Office Support. Proven expertise as Country Head of multi-site business units. Adept at building strong relationships with management, personnel, and clients.CXaaS | Customer Success | Account Management | CCaaS | Conversational A.I. | Contract Development | Contact Center and BPO | Multi-Country Team Leader | SOW and RFP Development | Client Onboarding
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ConsultantCerve Global SolutionsFrisco, Tx, Us
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Na Lead Connected Customer Experience EnablementAccenture Mar 2022 - Nov 2023Dallas, Texas, United StatesLead qualification, enablement and delivery for new CCE (CX) opportunities utilising CCaaS and Conversational AI. Providing ideation and support for sales enablement, proposal development, and GTM materials strategy.Key Go to Market activities were developing marketing materials for the CCE rebrand. This included an overhaul and creation of the Stage 0 deck, new presentation of CCE services, and a new and cleaner Client Stories deck.Owned, developed, and led the weekly CCE… Show more Lead qualification, enablement and delivery for new CCE (CX) opportunities utilising CCaaS and Conversational AI. Providing ideation and support for sales enablement, proposal development, and GTM materials strategy.Key Go to Market activities were developing marketing materials for the CCE rebrand. This included an overhaul and creation of the Stage 0 deck, new presentation of CCE services, and a new and cleaner Client Stories deck.Owned, developed, and led the weekly CCE Global Pipeline call with weekly reporting and led the standing meeting with all key CCE stakeholders from North America and the EU. Worked with Sales, Delivery, and Client Account Leads to develop proposals and participated in Orals for new client business and expansion of current client contracts. Show less -
Managing PartnerCerve Global Solutions Sep 2017 - Mar 2022Dallas/Fort Worth AreaProviding consulting services to clients in regards to their Customer Experience (CX), CCaaS, BPO, geo selection, and general outsourcing strategy.
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Senior Advisor - BpoPatra Corporation Dec 2020 - Jun 2021Dallas, Texas, United StatesAnalyze local labor market and contracted services in Metro Manila to lower Operating Expenses while maintaining high delivery standards.Led PH company through research and analysis of HRIS SaaS systems to enhance the HR and Finance process of the Philippine business.Countrywide site selection analysis focusing on cost comparisons of real estate and labor between the NCR and provincial locations. Partnered with real estate firm and Local Government Unit to leverage incentives. -
Offshore Operations And Implementation ManagementCrc Insurance Services Jul 2019 - Dec 2020Dallas/Fort Worth AreaOperational management of the outsourced vendors and implementation of 52 internal offices to the outsource environment. SOP and QA initiatives to increase productivity and maintain quality in an outsource environment after migration. Lead RFP, MSA, and SOW initiatives to diversify the vendor base and add business lines to the outsourced teams. -
Senior Vice President Of Client Account ManagementPremier Bpo, Inc. Nov 2015 - Jun 2017Dallas/Fort Worth Area• P&L oversight of accounts for both the Contact Center and Business Processing Units.• Led Delivery and Oversight of client accounts covering multiple Contact Centers in 3 Countries, ensuring that all KPIs and SLAs were exceeded • Developed Customer Experience (CX) Strategies to enhance the Client’s offerings in Customer Care and Sales which lead to increased contract revenue for the company. • Led 25+ new clients through the BPO lifecycle from Discovery, to Implementation… Show more • P&L oversight of accounts for both the Contact Center and Business Processing Units.• Led Delivery and Oversight of client accounts covering multiple Contact Centers in 3 Countries, ensuring that all KPIs and SLAs were exceeded • Developed Customer Experience (CX) Strategies to enhance the Client’s offerings in Customer Care and Sales which lead to increased contract revenue for the company. • Led 25+ new clients through the BPO lifecycle from Discovery, to Implementation Delivery and ongoing Account Management resulting in the expansion of the business. • Mentored and Developed Senior staff in South and SE Asia to take over tasks previously being handled out of the corporate office. • Implemented Key Account Management SaaS to drive proactive account planning and relationship mapping of clients resulting in the increased understanding of client needs across departments and seniority levels. • Site Selection Analysis for internal expansion in the Philippines, China, Honduras, and the Dominican Republic. • Drove initiatives to increase NPS for all clients by focusing on verbatim feedback from Promoters. • Lead all senior client management teams’ monthly reviews and Quarterly Business Reviews. • Developed and led a multi-national team across sites to implement PCI Compliance Certification in Offshore Sites. Show less -
Director Of Client Management And Country Manager PhilippinesPremier Bpo, Inc. May 2012 - Nov 2015Dallas/Fort Worth Area• Delivery and oversight of client contracts in both the Contact Center and Business Processing Units.• Country Manager Philippines, overseeing all aspects of the business: Operations, Legal, Vendor management, full financial and banking responsibility, and liaison with the local government contacts. • Founded and Directed the corporate community outreach program in the Philippines, Premier Cares.• Led the Manila site through a successful 90% growth in revenues. • Led… Show more • Delivery and oversight of client contracts in both the Contact Center and Business Processing Units.• Country Manager Philippines, overseeing all aspects of the business: Operations, Legal, Vendor management, full financial and banking responsibility, and liaison with the local government contacts. • Founded and Directed the corporate community outreach program in the Philippines, Premier Cares.• Led the Manila site through a successful 90% growth in revenues. • Led initiative to Implement dual Cloud Based Contact Center software platforms across all sites.• P&L oversight for client teams working in the offshore sites.• Direct the local Business Development for China and the Philippines. Show less
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Account Manager/Project Manager/Site DirectorPremier Bpo, Inc. Dec 2003 - May 2012Dallas/Fort Worth Area• Site Director, Premier BPO Manila. Foster relationships between the client management and the offshore workforce. • Implemented a global Business Process Mapping SaaS tool for operations teams to better understand client workflows. This resulted in increased productivity and reduced error rates. • Managed a workforce of 500 across three sites in three countries. • Successful implementation migration of 25+ new client accounts with IT setup, train the trainer, hiring, and… Show more • Site Director, Premier BPO Manila. Foster relationships between the client management and the offshore workforce. • Implemented a global Business Process Mapping SaaS tool for operations teams to better understand client workflows. This resulted in increased productivity and reduced error rates. • Managed a workforce of 500 across three sites in three countries. • Successful implementation migration of 25+ new client accounts with IT setup, train the trainer, hiring, and training the offshore workforce from contract signing to Go Live. • Documentation creation: Redundancy and Security Guidelines, Quality Assurance and Calibration Reports, client tailored reporting. Show less
Bryan Michel Skills
Bryan Michel Education Details
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Goverment And Politics
Frequently Asked Questions about Bryan Michel
What company does Bryan Michel work for?
Bryan Michel works for Cerve Global Solutions
What is Bryan Michel's role at the current company?
Bryan Michel's current role is Consultant.
What is Bryan Michel's email address?
Bryan Michel's email address is bm****@****bpo.com
What is Bryan Michel's direct phone number?
Bryan Michel's direct phone number is (931)-551*****
What schools did Bryan Michel attend?
Bryan Michel attended The University Of Texas At Dallas.
What are some of Bryan Michel's interests?
Bryan Michel has interest in Politics, Children, Economic Empowerment.
What skills is Bryan Michel known for?
Bryan Michel has skills like Call Centers, Management, Vendor Management, Process Improvement, Bpo, Outsourcing, Training, Team Management, Operations Management, Team Leadership, Leadership, Quality Assurance.
Who are Bryan Michel's colleagues?
Bryan Michel's colleagues are Yajaira Reyes.
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Bryan Michel
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Bryan Michel
Springboro, Oh
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