Bryan Michel Email & Phone Number

Frisco, TX, US

Dallas, Texas, United States

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.

Dallas/Fort Worth Area

Providing consulting services to clients in regards to their Customer Experience (CX), CCaaS, BPO, geo selection, and general outsourcing strategy.

Dallas, Texas, United States

Analyze 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.

Dallas/Fort Worth Area

Operational 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.

Dallas/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
• 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.

Dallas/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
• Led initiative to Implement dual Cloud Based Contact Center software platforms across all sites.

Dallas/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
• 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